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Customer Service Representative

2 months ago

Stroud, United Kingdom Ecotricity Full time
About the Role

We are seeking a skilled Customer Service Representative to join our team at Ecotricity, a leading provider of green energy solutions. As a key member of our customer-facing team, you will be responsible for delivering exceptional service to our customers, ensuring their needs are met and exceeded.

Key Responsibilities:

  • Provide first-contact resolution for customer queries, taking ownership of customer issues and resolving them in a timely and professional manner.
  • Act as the primary point of contact for customers, responding to their inquiries and concerns via various channels, including phone, email, and live chat.
  • Manage and adhere to service level and resolution targets, ensuring high levels of customer satisfaction and loyalty.
  • Collaborate with internal teams to ensure seamless customer experiences, resolving issues and escalating concerns as needed.
  • Process and manage customer accounts, ensuring accurate billing and resolving any discrepancies or issues.
  • Take ownership of customer complaints, prioritizing and resolving them to the customer's satisfaction and within agreed timeframes.
  • Drive down unbilled accounts, ensuring accurate and timely billing for our customers.
  • Process home moves, ensuring accurate final bills and credits are issued.
  • Educate and coach customers on best practices for energy efficiency and conservation.
  • Perform other duties as requested by leadership and management, ensuring the highest levels of customer satisfaction and loyalty.

Requirements:

  • Enthusiastic and proactive approach to customer service, with a strong focus on delivering exceptional experiences.
  • Excellent communication and interpersonal skills, with the ability to influence and resolve complex customer issues.
  • Highly motivated and able to work independently, with a strong sense of ownership and accountability.
  • Passionate about delivering exceptional customer experiences and making a positive impact.

About Us

Ecotricity is a leading provider of green energy solutions, committed to making a positive impact on the environment. We are passionate about delivering exceptional customer experiences and making a difference in the lives of our customers. If you share our values and are passionate about customer service, we encourage you to apply for this exciting opportunity.