Escalation Care Agent - Bilingual (English/Spanish)

Job Title:

Customer Resolution Specialist

Location:

Houston, Tx

Reporting Manager:

Team Leader

Are you ready for a challenge? We want motivated, empathetic and energetic bilingual (English and Spanish) individuals to join our growing customer service team as we endeavor to create a truly world-class customer-centric service organization. The ideal candidate is patient and empathetic, with excellent communication and soft skills needed to deescalate and resolve some of the more complex customer inquiries across various platforms. As a Customer Resolution Specialist, you will take ownership of resolving customer issues using a case-management style of functioning to ensure end-to-end accountability for our customers. You must have the perseverance and be thorough to follow through open cases with multiple departments as needed to resolve the customer’s concerns. You must be up to date on processes, functions, and business objectives to ensure that you are supporting the business and helping it deliver outstanding customer experience on every customer interaction. You will be our brand ambassadors and your service will drive our brand reputation and customer retention results.

Responsibilities:

- Answer escalated customer inquiries through phone, email or chat.

- Review and respond to customer concerns and inquiries on digital sites (social media sites, other websites specific to our industry);

- Manage and monitor daily open cases/tickets and ongoing escalations that require actioning and tracks outcomes to ensure quick resolution, communicating any issues that arise;

- Independently review customer calls and account audits to look for red-flag language indicators and repeat caller reports to take ownership of the customer’s case handling and turn into a positive resolution by taking the required actions which can involve coordinate with back office operations contacts for the required information and then making an outbound call, send an email to drive customer resolution

- Provides feedback to contact center leaders and/or agents when processes or procedures are not followed

- Staying current on corporate initiatives, market changes and process changes that impact the customer resolution

Ideal candidate:

Have a very strong customer support mind set;

Bilingual in English and Spanish;

Must have strong verbal/written communication and interpersonal skills and the ability to interact professionally and diplomatically with internal and external clients;

Must possess quick and excellent problem solving, judgment and decision-making skills;

Positive, client- and service-oriented personality;

Business knowledge of retail/online industry is preferred;

Ability to thrive in a fast-paced, results-oriented environment

Comfortable working independently as well as cross functionally

Requirements:

- Bilingual (English / Spanish) is a MUST

- Strong computer skills and basic knowledge of MS Office

- Punctual and dedicated

- Great communication skills

- Grammatical competence (written and verbal)

- Passion to succeed

- Positive attitude and competitive spirit

Years of Experience:

- Minimum 2 years call center experience is required, of which

- 2+ years’ experience working in a dynamic, fast paced customer contact center environment as an inbound specialist for customer service roles - Alternately 1+ year experience in a customer escalations and white-glove resolution management

- Candidates with experience within the retail energy customer service environment will be preferred.

Education

:

- High School Diploma or Equivalent.

- College or University Education is a plus.

Benefits:

Just Energy offers a robust benefits plan for staff members, as well as Employee Assistance Programs that offer a wealth of tools and resources to enrich the employee experience. The company also provides a number of cost-free, self-development courses for those that wish to build on their skills and competencies. In addition, a variety of awards offer another opportunity to recognize and reward employees.

We offer:

- Performance based bonuses

- Competitive Compensation

- Comprehensive benefits package

- Hybrid Working Model

- Health and wellbeing tools and resources and more…

Just Energy and its subsidiaries are an equal opportunity employer. We are committed to building a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace. We invite all interested individuals to apply.

#JESP

#JESP

Primary Location

US-TX-Houston

Work Locations

TX-Hou-Westheimer

Job

Customer Service

Organization

US

Schedule

Regular

Shift

Standard

Employee Status

Non-Management

Job Type

Full-time

Job Level

Day Job

Travel

No