Call Center Representative

We're committed to being the clean energy leader in Louisiana. By investing in renewables likesolar and utilizing carbon capture and sequestration technology to make our air cleaner, we're in this for the long haul, because our state and future generations depend on it. Come be a part of our journey at Cleco where we're Energizing Your Tomorrow.

Role Purpose

The Call Center Representative is an entry level professional with knowledge of Customer Service (Call Center) principles, practices, concepts, and theories. Provides answers to customer inquiries, resolves problems, promotes and sells company products/services, statewide in a 24/7 environment. May respond to customer inquiries by referring them to public materials, secondary sources or senior staff. Responsible for the completion and identifying improvements of assigned processes or activities.

Key Responsibilities

• Champions a corporate culture that emphasizes transparency, integrity, safety, environmental responsibility, employee development, diversity and inclusion, customer service, and operational excellence
• Utilizes all available technology to handle a high volume of customer service requests in a courteous, efficient and professional manner.
• Achieves results by resolving problems with customer bills and posting of payments by analyzing accounts, executing tasks in accordance with agreed-upon plan from manager, with support fromsenior staff.
• Understands Company and Call Center procedures, policies and customer service/marketing programs.
• De-escalates situations involving dissatisfied customers; providing quality customer service.
• Maintains personal/team qualitative and quantitative targets
• Displays adaptability and flexibility to change in direction
• Collaborates with seniorstaff to complete project tasks, reaching out for technical assistance when needed to meet project milestones.
• Provides communication and regular updates as requested bytheir manager and senior staff to provide status updates on assigned tasks, identifies risks in delivery and actively support business development objectives.
• Receives a moderate level of guidance and direction, works under general supervision.

Qualifications

Required Education, Skills & Experience

• Secondary/High School Diploma
• 2+ years of customer/call center related experience
• Working knowledge of CRM system preferred
• An ACT National Career Readiness Certificate (Silver) is required.
• Experience with CRM systems preferred.
• Willingness and ability to learn new technologies on the job
• Proficient at functioning effectively within a team environment, present ideas and opinions in a respective and collegial manner

Licenses and Certifications

• Not Required

Primary Competencies

BEHAVIORAL

• Balances stakeholders
• Builds effective teams
• Business Insight
• Communicates effectively
• Courage
• Demonstrates self-awareness
• Drives results
• Ensures Accountability
• Instills trust
• Nimble learning
• Plans and Aligns
• Strategic mindset
• Drives vision and purpose
• Safety

TECHINCAL

• Analytical skills
• Compliance

May perform other duties as assigned.

Salary dependent on experience, skills, education, and training.