Job Title:  Customer Support Advocate

JOB SUMMARY

LEVEL OF RESPONSIBILITY

• General responsibilities with standardized processes. Works under limited supervision. Resolves routine questions and problems. Refers the more complex issues to higher levels. Follows established procedures to accomplish requirements of job. Some latitude for deviation.

ESSENTIAL FUNCTIONS

• Input pertinent information regarding customers and customer problem resolution into a software management system and communicates relevant information to appropriate persons within the company.

• Respond to customer inquiries and resolves problems relating to products and services provided by the company.

• Data entry into additional supporting work systems as needed while interacting with customers on the phone.

• Research account detail as needed to achieve first call resolution.

• Outbound soft phone calls to interact with customers while inputting data into various business unit software systems.

• All other duties as assigned.

• Clerical data entry into various business unit software for job requests, status checks and updates.

• Data entry into SAP system while interacting with customer over the phone.

• Answers soft-phone ((Voip) customer calls.

REQUIREMENTS

• High School Diploma/GED And 2 years related call center and/or customer service experience.

PREFERRED QUALIFICATIONS

• Prior OG&E Customer Operations experience

WORKING CONDITIONS

• May be afforded the opportunity to work from home. Must meet or exceed performance guidelines, have high speed internet and be able to maintain a clean and safe workspace, void of distractions.

• May work in an open office environment with normal levels of noise.

• May exert up to 20 lbs of force occasionally to move objects.

• Long periods of sitting at a work station using a computer, multi-line phone system, monitor and keyboard.

• May spend extended periods of time speaking and listening to customers; must speak clearly.

• May be required to work overtime and weekends and holidays.

• May be required to work non-standard work schedules to include on-call and call-outs.

SPECIAL SAFETY REQUIREMENTS

• Member will not be required to drive in order to perform their job duties.

• Member is not required to perform any safety sensitive duties.

KNOWLEDGE, SKILLS AND ABILITIES (KSAS)

• Ability to pass customer service assessment testing

• Strong interpersonal skills and works well in a team environment

• Ability to use a personal computer with MS Office Suite and other applications

• Demonstrates good communication skills with the ability to analyze needs of each customer and express knowledge in a clear and professional manner

• Ability to answer a high volume of calls and/or emails daily.

• Good time-management skills.

• Ability to adapt to changing situations and condition

• Excellent organizational skills and ability to handle multiple tasks

• Ability to provide inbound residential customer service while on a soft phone and input data into business required customer relationship management software

• Ability to learn and utilize: SAP CICO, Genesys Soft Phone, CADS View, OGE Customer Service processes and procedures for both OK and AR customers, OGE Service Territory, iHUB, OGE Service Contract Processing, Equifax Credit Checks, OGE Impersonation, Web Support and iDashboards

HEALTH AND SAFETY (MEDICAL/DOT REQUIREMENTS)

• Pre-Employment Drug Screen

SALARY RANGE

$19.75 per hour