Job Description

• Interact with customers via phone and e-mail in a professional and expedient manner by thoroughly analyzing and resolving inquiries and/or providing comprehensive responses accordingly.
• Ensure the timely resolution of all customer requests by identifying the cross-functional remediation necessary while achieving the pre-established service level time frames. Cross-functional requests may include but is not limited to remittance inquiries, billing inquiries, pricing and/or renewal inquiries.
• Analyze and reconcile customer accounts with respect to provision of service, billing and payment, and utility related information. Escalate issues as appropriate.
• Perform customer surveys for measurement of interaction quality and Net Promoter Score.
• Prepare and explain ad hoc excel-based reports for customers, brokers and internal functional teams regarding billing, payment and account balance activity.
• Perform basic financial analysis to determine amounts required for refunds, credits and lost savings requests; Prepare summarized reports required for approval of financial adjustments
• Effectively communicate resolution steps and results upon closure of escalated issues.
• Track and maintain interaction data for analysis of customer trends by updating DEB’s customer management systems.
• Support customer contract renewal requests by coordinating with respective teams.
• Ensure customers understand contract provisions by having a comprehensive understanding of DEB’s products and services, and the end-to-end customer lifecycle.
• Maintain personal productivity and quality standards to ensure a positive and consistent customer service experience.
• Identifies problems and trends based on call types and communicates to management.
• Agents may also assume ownership of additional role and responsibilities including subject matter expert, employee engagement and other activities by displaying proficiency in their daily core accountabilities.

• Bilingual Spanish/English speaking ability preferred, but not required.
• Adaptable and flexible. Adjusts to varied audiences effectively. Able to flex between administrative and strategic work.
• Ability to thrive in a fast-paced environment where multi-tasking and prioritizing is required.
• Ability to build strong partnerships with the internal and external teams, including employees at all levels within the organization.
• Must be a self-starter, able to work independently with a proactive working style
• Strong team player. Is willing and able to stretch outside of assigned duties to accomplish the business goal.
• Strong interpersonal skills - Personable and can quickly stimulate confidence and influence others in the organization.
• Satisfy acceptable adherence to Direct Energy policies
• Flexibility to adjust schedule and/or an ability to work overtime as needed.
• Strong Intellect - Combines analytical reasoning, creativity, conceptual ability and judgment.
• Results driven - An energetic, resourceful and hands-on individual with a strong service orientation, who commits himself/herself fully to the job, and is dedicated to developing and delivering outstanding work.

• 1 – 2 years of prior Energy Industry, Customer Service, Billing and/or Collections experience is preferred.
• Strong analytical abilities and problem-solving skills.
• Proficiency in Microsoft Office products including Word, Excel and Power Point.
• Ability to analyze information, solve problems and make quick, fact-based decisions.
• Ability to quickly gain proficiency in multiple systems which support service for customers