Customer Resolution Representative I

Career Opportunity: Customer Resolution Representative I

Location: Doral, FL

Your role in our success:

The Associate Resolution Technician role investigates and resolves customer inquiries that are more complex than what other call center customer service agents can address. The main objective of this role is to address customer complaints, concerns, issues from the Florida Public Service Commission, Better Business Bureau, or other customer complaints received by company executives and arrive at solutions within company policy. Daily tasks involve accounts receivable work, customer outreach,
payment investigations, and property search investigations. This role requires quick decision-making,

What you'll be working on:

• Receives, researches, investigates, resolves, documents escalation calls from Cognizant Call
  Center in Costa Rica regarding customer inquiries.
• Completes Request for Action (RFA's) cases created by the Call Center regarding customer inquiries.
• Receives daily correspondence from shared mailboxes and assigns to team members for follow up and resolution.
• Creates customer accounts, communicates updates to customers, and creates appropriate work orders, as needed.
• Receives, researches, resolves, documents, Florida Public Service commission cases, including complaints and warm transfers.
• Handles all checks received in office for customer account payments and re-directs to the Florida Power and Light Payment Processing Center (PPC) for processing.
• Assists and guides billing department with back bills or re-billing scenarios and provides proper explanation to customers accordingly, offering to set-up payment plans if needed.
• Assists customers with inquiries regarding special projects and programs such as Safe area, Budget billing, payment plans, retention programs, energy conservation assistance and increment billing programs for water heater purchase.
• Completes customer account data clean-up maintenance.
• Distributes incoming mail and prepares outgoing mail and packages.
• Participates in team meetings to review quality assurance findings and identify areas for process improvement. Provides feedback to help enhance department policies and procedures.

Who you are:

• High School Graduate / GED
• Work Experience Two (2) years of customer service experience in a fast-paced environment
• Valid Driver's License
• Knowledgeable of company safety rules, regulations and procedures.
• Must be proficient in the use of standard Microsoft Office business software (Microsoft Word, Excel, PowerPoint, Windows) SAP helpful.
• Excellent oral and written communication skills.
• Ability to handle stressful situations and manage multiple tasks simultaneously.
• Ability to remain calm and make quick decisions under pressure.
• Ability to work independently as well as in a diverse work group/environment.
• Ability to pass critical assessment to perform this type of work.
• Bi-lingual - English / Spanish preferred.