Escalations Support Specialist

Eligo Energy is seeking an Escalations Support Specialist who can provide excellent customer service to our clients. Eligo Energy offers an outstanding opportunity for energetic, self-motivated individuals to make an impact as part of a dynamic remote team. We offer competitive compensation, quarterly bonuses, and generous health insurance plans. Eligo Energy is a low-turnover company based on our positive remote working environment and compensation plan.

If you enjoy helping others, are a subject matter expert, and are ready to make a difference in an escalated support role, we want to hear from you!

As an Escalations Support Specialist in a remote role, you will work to promptly de-escalate Issues that may arise with commercial and residential customers.

Job and Duties Description

Your responsibilities will include, but are not limited to, the following:

• Complete “pre-complaint” service tickets created by the Customer Service team
• Take escalated calls and work to satisfy customer complaints
• Develop thorough knowledge of Deregulated Energy Markets, Utility regulations and requirements for retail energy suppliers to efficiently assist our customers
• Maintain a high level of customer service and professionalism while building rapport with callers
• Provide accurate information to customers by utilizing multiple internal systems to locate, interpret, and communicate information to customers
• Escalate complicated issues to the appropriate internal teams to resolve customer requests.
• Act as a subject matter expert for the Customer Service Team in the area of customer complaints
• Research and resolve enrollment failures and dropped customer accounts, billing and rate disputes to minimize any negative financial impact
• Other duties and tasks may be assigned by the Regulatory Compliance Manager

Qualifications:

• A minimum of 2 years of Customer Service Experience
• A minimum of 1 year in a supervisor or Escalated role
• Strong analytical and critical thinking skills
• Excellent Customer Service skills
• Ability to manage and complete multiple tasks
• Exceptional communication skills
• Accountability to accept and implement coaching and feedback to achieve performance goals

Additional Requirements:

• The ability to work from home in a virtual work environment
• High-Speed internet connectivity (No hotspot)
• A quiet workspace
• Ability to use dual monitors to multi-task using multiple applications

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary, & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home
• Salary Range 45,000 -50,000