Johnson Service Group (JSG) is a nationally recognized professional staffing and recruiting firm that is currently looking for 5 Customer Care Representatives with 5 - 10 years of experience to fill assignments in the Atlanta area. 

DESIRED QUALIFICATIONS The ideal candidate for the Customer Care Representative position should possess 5 to 10 years of proven experience in managing high volumes of calls within a fast-paced environment, ensuring that each customer interaction is handled both efficiently and effectively
Job Summary The purpose of this position is to handle complex customer questions, complaints, billing inquiries, emergency and customer inquiry calls ensuring the safety of the customer with one call resolution within multi-jurisdictional and multi-functional customer contact teams in support of regulated and deregulated utilities. The incumbent will also receive and respond to mail, fax, email correspondence and complaints with the highest degree of professionalism in a timely and proficient manner. The incumbent is responsible for taking actions to minimize risk and to ensure liability of the company is secure with each interaction. The incumbent works in a high volume, fast paced, and multi-tasking environment and takes ownership of commercial and residential customer requests (i.e., leaks, gas outages, work requests, etc.). Incumbents are responsible for regulatory compliance and compliance with work policies, practices, and procedures
FUNCTIONAL EXPERTISE Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, authorize extensions, and make arrangements for payment of past due bills, final bills, and returned checks. Process on-line orders, turn-on, turn-off, reconnect and transfers for 3 markets in different states. Respond to service policies, rate questions, and billing inquiries. Update and maintain customer information. Answer Business Support Line Adhere to established policies, procedures and quality standards for work performed. Coordinate work requests with appropriate departments and service centers. Perform accounting functions related to orders, adjustments, and corrections. Report service disruptions (i.e., system outages and technical issues) Effectively transfer misdirected customer requests to appropriate department. Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking. Determine documentation requirements; review and maintain hard copies when necessary. Provide information related to outside assistance and other options. Prepare emergency, priority and orders (i.e., leaks, no gas, low/high pressure, emergency locates, meter changes and miscellaneous orders). Report on non-emergency service activities (i.e., errors, calls, emails, complaints and call trends). Investigate and probe to ensure clarity and that customer’s request are satisfied according to emergency policies and procedures. Work with various internal departments (i.e., Credit and Collections, Legal) on preparing itemized statements for bankruptcies and researching and compiling documentation needed for court cases the company has been subpoenaed.  Business Acumen Must be able to work in an 24/7 working environment, where shifts change due to business needs and seasons. Must be able to work required overtime and holidays. Maintain working knowledge of all company products and services. Responsible for maintaining the security of customer records. Identify potential process improvements/opportunities and provide feedback regarding service failures or customer service enhancements. Engagement Participate in activities designed to improve customer satisfaction and business performance. Work closely with various internal and external departments to ensure consistency and accuracy of messaging across digital channels. Manage peer relationships Driving Results: Accountable for meeting individual performance objectives consistently. Accountable for all metrics that attribute to overall team goals including service level, self-service transaction growth and channel satisfaction. Responsible for managing assigned workload, setting goals, prioritizing work, evaluating results, and taking corrective action as needed. Education, Certifications/Licenses

Required: High School Diploma or GED Preferred: BA/BS degree Bilingual (fluent) Related Work Experience

Required: Availability to work flexible schedule and independently 1-2 years’ experience in a utility or call center or Equivalent academic/education and work experience Specific Skills & Knowledge

Required:  Excellent verbal and written communication skills. Customer Service basic proficiency Strong analytical and problem-solving skills. Self-motivated to own reactive response to address customer issues with little oversight. Strong keyboarding skills Quick thinker with an ability to make independent business decisions. Strong communication and interpersonal skills to effectively work with people, resolve issues, and motivate others. Ability to collaborate, provide direction, interpret, and apply policies/procedures. Ability to multi-task and manage multiple projects simultaneously. Persuasion and negotiation skills Time Management – maximizing available time to its highest purpose while achieving objectives. Working Conditions/Physical Requirements  Home Based or Onsite Location after 3 months of proven performance Must be able to report to onsite location within one hour 95% Keyboarding Pass Customer Service Assessment ADDITIONAL REQUIREMENTS

**Candidates will be required to be on-site for training up to 30-days before working remote and may need to attend subsequent on-site training sessions and refreshers as necessary.
**Candidates have a strict attendance policy 1 absence and 2 tardies with no leniency

Disclaimer:

This information describes the general nature and level of work performed by employees in this job.  The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities.

This position may require some bending, lifting, climbing, prolonged sitting, prolonged walking, walking on gravel or crawling when necessary.

JSG offers medical, dental, vision, life insurance options, short-term disability, 401(k), weekly pay, and more. Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.        #D650