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Bilingual Member Services Rep II

GreyStone Power Corporation
Job Description
Job Summary
  • Receives, assists with, and/or processes inquiries, payments, and related tasks from callers and/or visitors in reference to current or new membership, in Call Center or Walk-In settings.
  • Professionally handles complaints, answers questions, provides information, and enters and maintains accurate records in computer systems.
  • Exhibits excellent interpersonal skills when handling all interactions with external and internal stakeholders, while completing all tasks and/or steps promptly and accurately.
  • Demonstrates and promotes a positive, friendly, courteous, and professional customer service environment.
 
Key Responsibilities
  • Provides accurate, clear, and complete information to members, co-workers, and all stakeholders.
  • Maintains confidentiality of and discretion regarding all consumer information and account records.
  • Uses good judgment to properly handle and/or process: a) payments for usage or deposits; b) start, stop, or transfer service; c) payment extension requests, d) refund inquiries, e) high bill complaints, f) energy audit requests, g) capital refund inquiries, and other tasks as required.
  • Identifies, researches, and resolves member issues using computer systems and resources, and through inter-departmental interactions.
  • Demonstrates an awareness that the job exists to effectively serve each and every member.
  • Promotes our ancillary services to help reach the corporate sales goals for the department.
  • Adheres to all corporate and departmental policies, directives, and processes.
  • Takes ownership of tasks through to completion.
  • Embraces feedback on performance.
  • Performs other duties, tasks, or functions at various locations as instructed by supervision.
 
Required Education, Knowledge, Skills and Abilities
  • High school graduate/equivalent required; college degree or some college strongly preferred.
  • Three to four years office experience in areas of customer service and/or dealing with the public.
  • Call Center experience strongly preferred.
  • Fluency in both Spanish and English.
  • Excellent problem solving skills, organizational skills, attention to detail, and professional appearance.
  • Proficiency with PC using MS Word, MS Excel and MS Outlook to prepare, complete and distribute reports and other pertinent information to management and/or team members.
  • Excellent listening, verbal, written, and interpersonal communication skills.
  • Visual ability to enter and obtain information to/from network PC.
  • Ability to perform multiple duties while experiencing interruptions.
  • Prefer good knowledge of our service area.
  • Ability to maintain confidentiality of member information.
  • Ability to follow company directives, policies, and procedures, as well as accept and positively respond to supervisory guidance and coaching.
  • Aware that the primary responsibility for all MSRs is to be available at all times and promptly handle member needs either face-to-face or through answering ACD phone calls.
  • Satisfactorily pass GreyStone’s employment physical, and drug, background, and credit screenings.
  • Ability to consistently meet or exceed the established monthly, quarterly, and year-end performance goals.
  • Excellent attendance and punctuality.
 
Physical Demands
General office environment. Subject to various work situations and frequent interruptions. Requires a high degree of concentration and mental discipline.  Constant use of computer and phone equipment.  Subject to irate and/or upset members. Requires flexibility in regard to changing work schedules and reporting into work in emergency situations.
 
Supervisory Responsibility
None
 

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