Call Center Representative

• Perform customer billing assignments, including adjustments, order entry, error processing, and initiating field investigations
• Work under moderate supervision and exercise judgment within established guidelines
• Respond to customer calls outside regularly scheduled hours during emergency situations
• Follow established processes and work independently
• Work during emergency situations outside normal responsibilities, work hours, and location when assigned Emergency Restoration duties

Contact Center Representative III – Billing

• Answer customer telephone, mail, e-mail, and other requests, inquiries, and complaints regarding service, billing, and accounting matters
• Perform outbound calling as required
• Work with walk-in customers as necessary
• Analyze causes of complaints and resolve customer dissatisfaction
• Initiate service on new accounts, reconnections, disconnections, and transfers of billing responsibility
• Review customer records, billing and error reports, and returned bills; investigate errors and invalid meter reading and billing conditions; make correcting entries as required
• Explain billing methods, rate schedules, bill amounts, account status, and collections procedures
• Explain customer payment options
• Process trouble and emergency calls and research related inquiries
• Explain restructuring billing and customer options
• Initiate credit and collection action on delinquent accounts and extend payment within authorized limits
• Explain Conservation and Load Management programs
• Assist customers with web transactions
• Analyze and investigate discrepancies in customer accounts
• Work on special projects as assigned
• Assist in instructing and training new and less experienced representatives
• Support company initiatives and promotions
• Participate in mandatory overtime, including holidays and weekends, and on-call standby duty as needed
• Call in crews outside normal business hours, dispatch crews via two-way radio, and complete electronic mail logs for these activities
• Respond to emergency restoration assignments outside normal responsibilities, work hours, and location when required

Call Center Representative jobs in New Hampshire

Contact Center Representative III – Billing

Contact Center Representative, Level III