Hybrid Customer Care Specialist 1 Bilingual at CoServ

Position Summary

The Customer Care Specialist 1 Bilingual provides excellent service to our Members and Customers via phone and in person. They engage in a friendly and professional manner while actively listening to concerns. They answer questions, resolve problems, and provide trouble-shooting assistance. They communicate in an energetic fashion that is empathetic, courteous, and professional. The Customer Care Specialist 1 is an advocate for Members and Customers and seeks to resolve concerns on the first call or visit.

Primary Position Responsibilities 

• Responsible for taking the initiative to gain knowledge and experience by utilizing internal resources (i.e., knowledge capture, training materials, Teams posts).
• Directs Members / Customers, general public and others to proper person or department according to their needs.
• Advises CoServ Members / Customers of energy conservation measures, billing rates, and CoServ payment options.
• Assists Members / Customers with all related questions concerning electric and gas bills.
• Updates account information as needed.
• Handles difficult calls while maintaining poise, courtesy, and professionalism.
• Consistently meets department standards.
• Research misapplied payments and make necessary adjustments.
• Possesses a working knowledge of the disconnect policy for both gas and electric accounts.
• Creates service orders for Assets Protection to process damage claims.
• Initiates payment arrangements.
• Takes service orders for connects and disconnects.
• Initiates check requisitions.
• Monitors and follows up on special circumstances with Members / Customers when applicable.
• Understands the service order process and correctly initiates the service order type to the appropriate department.
• Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.
• Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support.

Secondary Position Responsibilities

• Performs other duties and activities as directed.

Supervisory Responsibilities

• None

Position Requirements

Education and Certifications Required 

• High School Diploma or G.E.D equivalency.

Education and Certifications Preferred 

• Associate degree or two years post-secondary education in business or communications.

Experience Required 

• One year of customer service experience in a contact center or retail environment.

Experience Preferred 

• Two years of experience in a contact center environment.

Skills and Abilities Required 

• Fluent in English and Spanish.
• Basic typing and 10-key skills.
• Knowledge of basic mathematics (addition, subtraction, percentages).
• Effective oral and written communication.
• Ability to work in a team environment.
• Good judgement and problem-solving skills.
• Must be dependable, reliable, and punctual.
• Ability to use standard office / business equipment.
• Ability to observe all safety rules and regulations.

Skills and Abilities Preferred 

• Knowledge of Microsoft Office Suite (Excel, Word, Outlook, etc.)

Physical Requirements

• Operates office equipment such as a computer, telephone, fax machine, copier, etc.
• Indoor, office environment.
• Ability to lift a minimum of 25 pounds.
• Ability to sit for long periods of time.
• Requires frequent sitting, standing, walking, bending, and reaching.

Other Requirements

• Ability to work extended and flexible hours as needed and directed.