Customer Service Representatives

Cooperative Response Center, Inc.
Job Description
CRC is hiring Customer Service Representatives to start in the late Fall! Apply Today!!

The Customer Service Representative 1 (CSR1) position plays an integral part in providing quality service to members/customers of electric cooperatives and energy providers from across the United States. CSRs assist customers with their telephone inquiries by answering questions, resolving concerns, and providing/receiving information; involves spending extensive time multi-tasking on a computer and telephone.  The CSR position requires excellent telephone and customer service skills; ability to type/keyboard and navigate computer screens accurately with reasonable speed.  This position includes being able to work independently and as part of a team, possess strong communication skills and be flexible and receptive to change.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Working knowledge of and skills to complete CSR 1 (electrical and other service call answering) specific essential job duties, responsibilities, and technology used (i.e. CRCLink, Agent, Avaya phone system and related software, Admin-tool, etc).
  • Works with specialty accounts or projects (i.e. surveys, diverse services, etc) needs to have a working knowledge (and skills to complete) of the account, practices/procedures outlined, and the technology used.
  • Extends greeting to each caller, identifies self and company (if applicable), offers assistance, and listens while the caller explains their issue, need, or question.
  • Establishes positive rapport with customer callers.  Uses the caller’s name to customize the contact.  Validates the caller’s feelings, shows empathy (as applicable).  Displays enthusiasm and willingness to help the caller; includes listening and responding courteously to caller’s comments, concerns and complaints.
  • Verifies/obtains correct spelling of name on the account and the name of caller, phone number, and address (if applicable) for all calls.  Verifies/obtains other pertinent information as outlined in procedures or screens (i.e. specialty accounts, various ticket types, etc).
  • Utilizes appropriate fact finding techniques to obtain necessary information (i.e. asks probing questions, active listening skills, restatement of caller’s information, etc.)
  • Assists irate, angry, or difficult customers professionally.  Does not argue with callers and uses de-escalation techniques when appropriate.
  • Collects pertinent information on electrical outages and/or other (diversified) product/service calls, and electronically disseminates to CSR4s or member/associate member business, as applicable.
  • Documents action taken or assistance provided per caller for all service lines.  Writes complete tickets, records accurate notes appropriate specials, and computes/records numbers correctly.  Uses proper spelling, grammar, and language in notations.
  • Calls and/or calls out (as outlined in subscribing companies instructions) cooperative personnel or service provider to assist caller (i.e. propane tech, internet tech, natural gas service personnel, locate service, etc.).  Follows and completes all call processing steps as outlined (i.e. ticket taken, call outs made, notes, specials, repeats, finishing tickets, etc.).
  • Provides clear/concise/correct information to the caller, and terminates calls professionally with a “thank you” and to the caller’s satisfaction (follows proper call release/termination procedure).  Uses proper telephone etiquette when placing callers on hold, transferring calls, and conducting informed transfers. 
  • Effectively communicates verbally with callers, including utilizing pleasant voice intonation, volume, clarity, grammar, and vocabulary.
  • Follows call process procedures, processes outlined by member/associate member businesses and CRC policy and procedures.
  • Quantity and quality of work continuously meets or exceeds contact center benchmarks/averages, based on individual and group performance statistical information and skill assessments. 
  • Facilitates the contact center area being free of excessive noise, clutter, and other barriers to smooth business operations.
  • Participates in training and development opportunities on a regular basis.  May need to travel for training opportunities (when applicable).  Utilizes slow call volume times for self study, development and review of information and instruction pages, in order to stay up-to-date on changes within all applicable service lines. 
  • Allows job shadowing and participates in the training/mentoring of fellow employees and/or perspective members/current members.
  • Maintains a regular but flexible work schedule to meet the needs of the company and its members/associate members; as schedule changes or altered/more hours may be necessary for business needs. Directs scheduling questions to appropriate supervisor and/or manager. 
  • Works as a member of the contact center team, which may include assisting new and fellow employees with questions, communicating concerns or needs to the appropriate person/department, and generating ideas for continuous improvement of services, etc.
  • Maintains confidentiality of member/associate member business information/processes, caller/consumer information and process/procedures/products of the Cooperative Response Center.  Confidential information includes any of the previously described information in either written, verbal, or electronic forms.
  • Follows and models appropriately all CRC policies and procedures.  Follows established safety procedures including maintaining a safe, secure, and harassment-free environment.
  • Other duties as assigned or required.
 
EDUCATION AND EXPERIENCE:
  • High School diploma or GED
  • Experience in a Call Center setting preferred
  • Customer Service experience preferred
 
KNOWLEDGE, SKILLS AND ABILITIES:
  • Ability to read, analyze and interpret instructions
  • Excellent communication skills and ability to conduct effective group meetings
  • Proven ability to effectively learn/use CRC Link and other software associated with Call Center Operations
  • Ability to deal effectively with people at all levels of the organization
  • Proven ability to coordinate effectively with peers
  • Effective organization and time management skills
  • Ability to demonstrate a sense of urgency and instill this in others
  • Demonstrated ability to serve as mentor effectively
  • Demonstrates willingness to work with and help others, is able to accept constructive criticism, and maintains positive and effective contact with other employees and customers/callers.
  • Ability to maintain confidentiality
  • Ability to accurately type/keyboard and navigate computer screens accurately with reasonable speed. 
  • Ability to thrive in our fast-paced, customer-focused environment
  • Ability to interact with a variety people in a positive manner while establishing and maintaining effective working relationships
  • Ability to work well independently and as part of a team
  • Possess strong written and verbal communication, listening and problem solving skills
  • Multi-task and prioritize work efficiently in high call volume peak times
  • Ability to be flexible and receptive to change

To apply please visit www.crc.coop to fill out an application. You may also stop by CRC, 2000 8th St NW, Austin MN to fill out an application. If you have any questions please Contact Natalie Gifford at 507-437-2631 or email employment@crc.coop.
 
Contact Information