About the Role
Title: Customer Service Non-Bilingual & Bilingual Spanish – Utilities Account
100% Remote Maryland
C: 2.02
100%Remote MarylandWork hours are scheduled based on the Eastern time zone.
Faneuil is a Continuum Global Solutions LLC company based in Hampton, Virginia that provides outsourced business processing solutions for an extensive client portfolio that includes both commercial and government entities. Faneuil operates as a separate subsidiary under Continuum Global Solutions, LLC.
At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.
Are you an exceptional listener whoAIMS HIGHER.REACHES FARTHERwhen it comes to challenges solving problems? Can youACT BOLD.BE PASSIONATEwith your impressive communication skills, and willingness to help others?Can youBE ONE.HELP MANYin a way that provides a positive experience? Do you want toBE DIFFERENT.BE YOUandLEARN MORE.TAKE ACTION?
JOIN OUR TEAM TODAY!
We are hiringremoteCustomer Service Representativeswho will deliver excellent customer service and create sustainable value for customers via phone, email, chat, and correspondence. Representatives will handle service requests, billing explanations, service and energy conservation advice, and explain company policies and procedures, as well as terms and conditions. This full-time position offers paid training, health benefits, opportunity for professional growth, and many more employer perks. You must possess a positive personality with a desire to understand concerns, build trust, and show your care for every customer.
RESPONSIBILITIES:
- Actively listen to customers to understand their concerns, needs, and build a rapport that will make them feel heard and cared for
- Provide essential support in navigating the customers bill and explaining it in simple terms to the customer
- Discover solutions using tools and resources to help meet the customer’s needs
- Empathize and resolve concerns to simplify the customers experience
- Navigate through multiple computer applications with speed & accuracy
- Adapt and extend support hours to assist those customers in need during electricity outages/issues, storms or other weather-related circumstances
WORK AT HOME REQUIREMENTS
- High-Speed Internet With At Least 20 Mbps Download Speed & 10 Mbps Upload Speed (No Satellite, Wifi, or Cellular/Wireless Carrier Internet Services)
- Must have a hard-wired internet connection via ethernet cable to modem/router that you own/are responsible for.(Continuum will ship you company equipment to use)
- May require a dedicated landline service in home Traditional Landline, not VoIP service or cell/mobile service. (Any fees/charges associated with the landline service are not reimbursable by Faneuil/Continuum)
- Dedicated, Quiet, & Secured Workspace with No Distractions
- A USB Wired Headset with Noise Canceling Microphone
ADDITIONAL REQUIREMENTS:
- 18+ Years & High School diploma or its equivalent
- Minimum of 6 months to 1 year of call center experience (Utilities industry a plus)
- Self-driven and able to focus on the same task/objective for long periods of time
- Exceptional customer service, active listening, and verbal and written communication skills
- High computer proficiency & overall technical knowledge
- Open availability between 8:00am-10:00pm Monday through Friday Eastern standard time + holidays, weekends, & extended/peak hours during storms/natural disasters
- Professional positive attitude & courteous telephone etiquette
- Customer focused personalityand the motivation to achieve goals
- Must pass client performed background check and assessments in training