Customer Service Representative II

Public utility commissions regulate rates and service standards. Pension plan for most employees.

The role:

This is a newly created position. Frontier Energy is hiring for its Orders team in Troy. Full-time and part-time shifts available. You can work from home anywhere in the US. We have no office requirement.

Job duties:

• Transfer calls to the right department with a warm handoff
• Call customers back on open issues within the promised timeframe
• Complete required training and quality coaching sessions
• Process returns, exchanges, refunds and address changes
• Update customer records accurately
• Look up orders, accounts and shipping status in the CRM and order system
• Meet targets for handle time, quality score and customer satisfaction
• Notice repeat problems and report them to your team lead

Minimum qualifications:

• 5+ years of customer service, retail, hospitality or call center experience
• Reliable attendance. Schedule adherence is tracked
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Preferred qualifications:

• Chat support experience
• Bilingual English and Spanish (pay differential)
• Zendesk, Five9 or Genesys experience
• Prior billing or insurance call center work

Expected salary range: $26.50-$30.00 per hour, plus bonus eligibility.

Why work with us:

• Medical, dental and vision insurance
• 401(k) with company match
• Paid holidays
• Employee assistance program
• Flexible spending account

We are unable to sponsor visas for this position.

Start: Immediately.

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