100Green is an independent utility supplier based in Ware, Hertfordshire. We have an opportunity for a new member of staff to join our customer services department and work remotely to help manage incoming telephone calls, email correspondence with customers. Outbound calls to support customers in payment difficulties and follow up on customer concerns. We are expanding our Customer Service hours to the weekends to help improve contact for customers who are unable to speak to us during the week and to ensure customers can discuss concerns seven days a week.
Responsibilities
- Answering inbound telephone calls
- Responding to customer emails
- Supporting customers who are having difficulty in making payments.
- Outbound calls to customers to discuss payment arrangements
- Setting up of new Direct Debits and payment arrangements
- Discussing cancelled and unpaid direct debits
- Sharing billing information and meter readings
- Understanding the switch process for electricity and gas and helping customers and potential customers through this process.
- Responding to all front-line email queries from customers and potential customers
Desired Attributes
- Strong Customer Service Skills
- Experience of discussing payment difficulties with customers
- Clear supportive approach with debt management reaching resolutions
- Strong Maths and English Skills
- Ability to engage with all types of consumer and give clear and accurate answers to customer questions
- Ability to work independently and intervene in a chain of correspondence that may be unfamiliar to start with
- Excel skills preferable but not required
- Ability to learn and adapt
Working Environment
Home based
17:00-22:00 Monday to Friday
Additional hours during the week could be available
All industry specific training will be provided
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