Experienced Full Stack Customer Support Representative – Remote Chat Support for Energy and Utility Services

About Us

At Consolidated Edison, we are committed to providing reliable energy and exceptional customer service. As an essential utility provider, we strive to create a positive impact on the communities we serve. Join us as we navigate the future of energy and deliver sustainable solutions to our customers.

Job Description

We are seeking an experienced and passionate Full Stack Customer Support Representative to join our team as a Remote Chat Support Representative. This role is critical in ensuring customer satisfaction and retention, and you will be the first point of contact for our customers seeking assistance and information related to our services.

Key Responsibilities

• Customer Interaction:
  • Engage with customers through online chat to address inquiries regarding account management, billing issues, service outages, and general product knowledge.
  • Maintain a friendly, professional demeanor while effectively communicating and providing resolutions to customer concerns.
• Issue Resolution:
  • Assess customers' needs and provide accurate information and solutions in a timely manner.
  • Escalate complex issues to senior team members or specialized departments when necessary, ensuring customers are informed about the escalation process.
• Data Management:
  • Record and document customer interactions, issues, and resolutions in the company database accurately and thoroughly.
  • Analyze customer inquiries to identify trends and common issues, reporting these insights to management for process improvement.
• Collaboration:
  • Work closely with other team members and departments to ensure seamless communication and efficient problem solving.
  • Participate in regular team meetings to share feedback, discuss challenges, and identify solutions together.
• Continuous Learning:
  • Stay abreast of new products, services, and company policies to effectively serve customers.
  • Participate in training opportunities and professional development sessions to enhance skills and knowledge.
• Performance Standards:
  • Meet or exceed monthly performance metrics including response times, customer satisfaction scores, and issue resolution rates.
  • Provide feedback on tools and processes to enhance service delivery and customer experience.

Requirements

To be successful in this role, you will need:

• Education:
  • High school diploma or equivalent; Associate's degree or higher preferred.
• Experience:
  • Minimum of 3 years of experience in customer support, preferably in a remote setting or within the energy/utilities sector.
• Technical Skills:
  • Proficient in using customer support software, chat systems, and Microsoft Office Suite.
  • Ability to navigate multiple technology platforms simultaneously without compromising service quality.
• Personal Traits:
  • Passionate about customer service and providing exceptional support.
  • Energetic in a remote environment, fostering a positive virtual atmosphere among colleagues.
• Soft Skills:
  • Strong analytical and critical thinking skills to assess customer needs and provide effective solutions.
  • Excellent communication skills, both written and verbal, with a focus on clarity and professionalism.

Benefits

We offer a competitive compensation package, flexible work hours, and a range of benefits, including:

• Company transportation options within D.C. to assist with remote work.
• Employee discounts on services and products.
• Opportunities for training and professional development to enhance your career.

Working Environment

We are a culture that embraces change and responds with resilience, where team members are encouraged to adopt innovative practices and proactively engage with ongoing development.

Career Growth Opportunities

We are committed to helping our employees grow and develop their careers. As a Full Stack Customer Support Representative, you will have opportunities to:

• Develop your skills and knowledge in customer support, energy, and utilities.
• Take on new challenges and responsibilities as you grow in your role.
• Participate in training and professional development sessions to enhance your skills and knowledge.

How to Apply

If you are a motivated and passionate individual who is looking for a new challenge, please submit your application today. We look forward to hearing from you!