Customer Care Representative

Generation includes natural gas, nuclear, wind and solar plants. We employ 8,000 people in operations, engineering, customer service and corporate roles. Line workers go through a four-year apprenticeship.

Overview:

The Customer Care Representative answers customer calls, chats and emails about orders, billing and account changes. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. This is a fully remote position open to candidates anywhere in the US.

What you'll be doing:

Look up orders, accounts and shipping status in the CRM and order system. Meet targets for handle time, quality score and customer satisfaction. Follow scripts and required disclosures on recorded lines. Document every interaction in Zendesk or Salesforce Service Cloud. Transfer calls to the right department with a warm handoff. Answer inbound calls, live chats and emails from a queue. Process returns, exchanges, refunds and address changes. Escalate complaints that need a supervisor or another department.

What you need:

3-5 years of customer service, retail, hospitality or call center experience. For remote roles: quiet workspace and wired internet at 25 Mbps or faster. Able to sit at a workstation and wear a headset for a full shift. Basic computer skills (Windows, Outlook, web browsers). High school diploma or GED.

Preferred qualifications:

Chat support experience. Prior billing or insurance call center work. Knowledge of e-commerce order systems such as Shopify. Experience handling escalations.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

The salary range for this role is $25.00 - $30.50 an hour. This range reflects base salary only.

Perks and benefits:

Health savings account (HSA) with employer contribution. 401(k) with company match. 12 weeks of paid parental leave. Uniforms provided. Dental insurance. Flexible spending account.

We are an equal opportunity employer. If you need an accommodation during the application process, let us know.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Driftcast.