Customer Care Agent I

· Answer incoming customer service calls

· Provide the customer with full resolution to issues or concerns

· Correspond and coordinate with other departments to achieve issue resolution for customer

· Follow up with the customer in writing when necessary

· Notate customer accounts with regards to all resolutions, pending status and updates

· Flag accounts appropriately to avoid collections and interruptions of service based on resolution

· Accept payments over the phone and issue reconnect orders when necessary

· Answer emails from customers in company boxes for support, information, and access

· Return all messages from the external call center where a resolution was not completed

Enter adjustments to customer accounts based on business rules

Customer Care Agent II

· Answer incoming customer service calls, usually for commercial, GLO or other more complex accounts

· Train new agents on basic CCA responsibilities, answering calls, webchats, processes, and procedures

· Provide the customer with full resolution to issues or concerns

· Correspond and coordinate with other departments to achieve issue resolution for customer

· Learning a brand at a time.

· May have existing prior energy experience

All other responsibilities of Customer Care Agent I

Customer Care III

· Responsible for working cooperatively with Customer Care Team Leads to train, coach, and resolve issues for other agents as necessary.

· Participate in cooperation with Customer Care Team Leads to train and coach other agents.

· Work cooperatively with Customer Care Team Leads to perform quality assurance surveys on other agents.

· On certain scheduled shifts act as floor supervisor to advise agents on customer resolution and escalate customer issues to Team Lead or Manager as necessary.

· May be assigned to particular projects and work across brands.

All other responsibilities of Customer Care Agent 1 and II.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.