Job Description
Customer Experience Specialist (Remote)
Charlotte, NC, United States
Job Identification
879
Degree Level
High School Graduate
Job Schedule
Full time
Department
Operations
FLSA Status
Non-Exempt
Supervisor’s Title
Customer Care Supervisor
Who we are
Our Purpose is to help people enjoy a better life and communities thrive. Corix has been building, operating, and maintaining water, wastewater, electric, gas and sustainable energy utility infrastructure for many years across Canada and the U.S. Our vision is to be the preferred utility delivering co-created solutions our customers want. Throughout our history, we have helped communities to grow and thrive by implementing safe and efficient infrastructure solutions that meet their unique needs. At Corix our values are safety, integrity, excellence, and connection.
The Corix team has an opportunity for a Customer Experience Specialist (Remote) located in Charlotte, NC. Responds to inquiries received through phone, email and/or written correspondence with customers by following standard scripts and procedures. Uses a computer system to track questions and answers as well as enter orders. Responds to inquiries requiring written response with the use of standard form letters. Works under direct supervision.
What you’ll Do
Major Accountabilities
- Answer all incoming calls from customers and resolves billing and service issues.
- Respond to customers via telephone, email or written correspondence in a quick and accurate manner, in regard to routine customer requests, inquiries and complaints; forwards complex issues on to Help Desk Resolution.
- Review and respond to customer correspondence.
- Generate field activities to document and take ownership of customer complaints to provide solutions.
General Responsibilities
- Act as liaison between customers and service operators to resolve service issues to ensure customer satisfaction.
- Monitor system-generated shut off field activities for non- payment; makes payment plans in accordance with state regulations and company policy.
- Educate and transfer customer to make payments through MyUtilityConnect.
- Initiate and terminate service as requested.
- Review and understand accounts and takes appropriate action to collect on debt owed to the company.
- Apply tariffs, and rules and regulatory requirements for all states, as required.
- Assist with account adjustments as necessary.
- Performs other duties as assigned.
What you bring
Experience
- 2 -3 years of customer service experience
Education/Certifications
- HS Diploma or GED
Nice to have
- Contact center related experience is preferred. Knowledge of commonly used concepts, practices and procedures relating to customer service is helpful.
Please note:
- Light to moderate physical activity, requires normal hearing and vision.
Management maintains the right to assign or reassign duties and responsibilities at any time.
Corix Group of Companies is an E-Verify participating employer.
Life at Corix
- Paid Time Off and Holidays: We offer 18 days of PTO and 11 paid holidays,
- Health Benefits: The first day of the month after your start, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, health savings and flexible spending accounts and more.
- 401(k) Program: Employer contribution. Employer contribution made to the 401(k) plan are vested at 100% and start 30 days after your start.
- Additional Benefits: Other great benefits include company provided life insurance, parental leave, Employee Assistance Program, discounted pet insurance and discounts on hotels, cars, and more
- Grow at Corix: Certifications/ Licenses reimbursement and more.
- Employee Resource Groups (ERG): ERGs are voluntary employee groups that form based on shared characteristics or backgrounds and are sponsored by the organization.