Senior Customer Service Representative

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

Position summary:

Frontier Energy is hiring for its operations team in Charlotte. Full-time and part-time shifts available. Remote within the US. The team meets in New York City once a quarter, travel covered.

Job duties:

• Complete required training and quality coaching sessions
• Process returns, exchanges, refunds and address changes
• Notice repeat problems and report them to your team lead
• Escalate complaints that need a supervisor or another department
• Answer inbound calls, live chats and emails from a queue
• Transfer calls to the right department with a warm handoff

Qualifications:

• 7+ years of customer service, retail, hospitality or call center experience
• Must pass a background check
• Basic computer skills (Windows, Outlook, web browsers)
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Reliable attendance. Schedule adherence is tracked
• Clear speaking voice and good listening skills

Nice to have:

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

The base pay range for this position is $26.50 - $29.50 an hour. Actual pay depends on experience, skills and location.

Perks and benefits:

• Health insurance
• 401(k) with company match
• Paid time off
• Paid training
• Paid sick leave
• Life insurance

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

Start dates are flexible, usually within a few weeks of an offer.

Start: Flexible.

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