Lee County High School Student Call Center Representative

JOB TITLE: Lee County High School Student Call Center Representative

Location: North Fort Myers, FL

Work Hours: M-F 1pm-5pm; summer hours 8-5pm (This is a Part Time Temporary position)

Position Summary: The student Co-Op position supports the Call Center and combines productive work with educational experiences for the benefit of the Member Services division. The student will primarily work on projects supporting the Call Center and may spend work time getting exposed to other departments within the division. This position is responsible for communication (calls, internet/web) with the member regarding initiating and processing service orders, responding to billing inquiries, payment research, and promoting LCEC's products and services. Provide information on rates, regulations, and policies in order to increase member understanding of the Cooperative's objectives and programs.

Position Responsibilities

• Represent LCEC by greeting and directing members and visitors on the telephone, with courtesy, efficiency, and confidence.
• Engage with members via phone, email, online chat and messaging platforms, responding to inquiries, providing information, and offering assistance in a professional manner.
• Respond to member residential and commercial inquiries by phone or e-mail with attention to detail and tact; investigate and correct errors, following member and company records.
• Maintain acceptable metrics that include: Customer Ready Time, Quality (WOW Behaviors), First Call Resolution and Attendance.
• May obtain credit records from credit reporting agency.
• Perform required actions to process service requests using established procedures and ensure that service requests are handled and processed.
• Maintain and update the Customer Information System database and associated member accounts/records as required.
• Manage administrative processes for all areas, including but not limited to, member letters, emails, and faxes, address changes, member files, automated bill payment forms, member survey follow-up, payment reconciliation, cash only / incomplete check research and action, returned mail.
• Compile information, researching history, and taking appropriate action to resolve each situation.
• Resolve and document payment arrangements and provide accurate information to members.
• Respond to emergency work requirements and assist with the coordination of restoring electric service to our members.
• May be required to stay after normal scheduled hours if an outage is in progress.
• Maintain effective working relationships with employees and members at all levels within LCEC.
• Ensure smooth operations, productive communications, and effective understanding during all interpersonal contacts.
• Maintain a working knowledge of company policy, corporate Bylaws and other documents related to the Member Equity function.
• Research Member Equity accounts, including abandoned property, duplicates, and account combinations, performs account maintenance and allocation transfers/splits.
• Identify, research, and resolve account problems, utilizing all available resources (ex. non-residential, commercial, new security and streetlights).
• Responsible for the prompt and accurate processing of accounts for deceased members.
• Collaborate with other departments on cross-functional process improvements.
• Familiarize and adjust to LCEC culture, practices, policies, and operations.
• Other customer service duties as assigned.

Education

• Must be 16 years of age or older. (Required)
• High School Currently enrolled and attending High School classes, Junior or Senior year; Planning on pursuing a BS in the utility industry, statistics, hospitality, management or other applicable field within LCEC. (Required)

Experience

• General office experience including data entry, spreadsheets, email. (Preferred)
• 1+ to 2 Years Experience working in a call center. (Preferred)
• 1+ to 2 Years Observed and/or assisted with customer service techniques. (Preferred)
• 1+ to 2 Years General experience or classes focused on marketing or social media content. (Preferred)

Knowledge, Skills, and Abilities

• Bilingual abilities in English and another language that is prevalent among our members such as Spanish, Creole or German. (Preferred)
• MS Office 365 including Outlook, Excel, Word (Required)
• Google Workspace, Social Media, Twitter, Snap, YouTube, Instagram (Preferred)

Physical Demands and Working Environment: The physical demands and working environment characteristics described here must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: Standing Occasionally,
  Walking Occasionally,
  Sitting Constantly,
  Lifting Rarely,
  Carrying Rarely,
  Pushing Rarely,
  Pulling Rarely,
  Climbing Rarely,
  Balancing Rarely,
  Stooping Rarely,
  Kneeling Rarely,
  Crouching Rarely,
  Crawling Rarely,
  Reaching Rarely,
  Handling Occasionally,
  Grasping Occasionally,
  Feeling Rarely,
  Talking Constantly,
  Hearing Constantly,
  Repetitive Motions Frequently,
  Eye/Hand/Foot Coordination Frequently,

• Working Environment: Rarely Extreme cold, Rarely Extreme heat, Rarely Humidity, Rarely Wet, Occasionally Noise, Rarely Hazards, Rarely Temperature Change, Rarely Atmospheric Conditions, Rarely Vibration

Please note that at the time a candidate is made a job offer, the candidate will be subject to a background check and a drug screening.