Customer Experience Advocate
Keystone Cooperative

Job Description

Position Overview: This position will provide quality experience in every step of the customers journey, resulting in increased customer satisfaction and account retention for the company by handling a variety of incoming customers calls. The Customer Service Specialist will support our Energy division; will coordinate customer inquiries, payment processing, and handle modifications to account information while following company policies and procedures. This role will ensure customer inquiries and requests are handled completely and in timely manner. This full-time position offers benefits, competitive pay along with an unmatched company culture.

Duties and Responsibilities:

Include but are not limited to

• Handle customer calls in a timely and professional manner
  
• Communicate clearly and respectfully with callers, researching customer accounts and asking questions for clarification
  
• Process credit card payments, orders and requests accurately
  
• Prioritize, assign, and dispatch orders with internal team
  
• Process electronic files
  
• Assist customers with Keystone Connect account questions
  
• Understand and effectively explain energy programs
  
• Sort and distribute incoming and outgoing mail
  
• Process member questions related to patronage, equity, and accounts
  
• Review customer statements and budgets
  
• Other duties as assigned
  

Skills and Qualifications:

• Excellent verbal and written communication skills using appropriate grammar, tone, and pronunciation
  
• Proficient with Microsoft Office Suite and ability to use proprietary software
  
• Excellent organizational skills and ability to work well with numerous interruptions
  
• Detail oriented and able to process work accurately with minimal errors
  
• Ability to perform multiple tasks simultaneously
  
• Basic mathematical skills
  
• Ability to work without supervision and make appropriate decisions
  
• Work well in a team environment and independently
  
• Ability to work overtime as business warrants
  

Education and Experience:

• High school diploma or equivalent
  
• 6 months of customer service experience
  

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