Escalations Support Specialist

Job Description

Eligo Energy is seeking an Escalations Support Specialist who can provide excellent customer service to our clients. Eligo Energy offers an outstanding opportunity for energetic, self-motivated individuals to make an impact as part of a dynamic remote team. We offer competitive compensation, quarterly bonuses, and generous health insurance plans. Eligo Energy is a low-turnover company based on our positive remote working environment and compensation plan.

If you enjoy helping others, are a subject matter expert, and are ready to make a difference in an escalated support role, we want to hear from you!

As an Escalations Support Specialist in a remote role, you will work to promptly de-escalate Issues that may arise with commercial and residential customers.

Requirements

Job and Duties Description

Your responsibilities will include, but are not limited to, the following:

• Complete “pre-complaint” service tickets created by the Customer Service team
• Take escalated calls and work to satisfy customer complaints
• Develop thorough knowledge of Deregulated Energy Markets, Utility regulations and requirements for retail energy suppliers to efficiently assist our customers
• Maintain a high level of customer service and professionalism while building rapport with callers
• Provide accurate information to customers by utilizing multiple internal systems to locate, interpret, and communicate information to customers
• Escalate complicated issues to the appropriate internal teams to resolve customer requests.
• Act as a subject matter expert for the Customer Service Team in the area of customer complaints
• Research and resolve enrollment failures and dropped customer accounts, billing and rate disputes to minimize any negative financial impact
• Other duties and tasks may be assigned by the Regulatory Compliance Manager

Qualifications:

• A minimum of 2 years of Customer Service Experience
• A minimum of 1 year in a supervisor or Escalated role
• Strong analytical and critical thinking skills
• Excellent Customer Service skills
• Ability to manage and complete multiple tasks
• Exceptional communication skills
• Accountability to accept and implement coaching and feedback to achieve performance goals

Additional Requirements:

• The ability to work from home in a virtual work environment
• High-Speed internet connectivity (No hotspot)
• A quiet workspace
• Ability to use dual monitors to multi-task using multiple applications

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary, & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home
• Salary Range 45,000 -50,000