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Customer Experience Agent at Centrica

Posted in Other 30+ days ago.

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Location: Pittsburgh, Pennsylvania

Job Description:
Company profile:

Direct Energy is one of North America's largest retail providers of electricity, natural gas, and home and business energy-related services with over four million customers. Direct Energy gives customers choice, simplicity, and innovation where energy, data, and technology meet. A subsidiary of Centrica plc (LSE: CNA), an international energy and services company, Direct Energy, its subsidiaries and/or affiliates, operate in 50 U.S. states plus the District of Columbia and eight provinces in Canada.

We have an exciting opportunity for a Customer Experience Agent to join our growing team at our Pittsburgh, PA location.

Why should you apply?
  • Competitive pay
  • Bonus opportunity
  • Excellent benefits package that begins on your first day
  • Generous 401K match
  • Growth and advancement opportunities
  • Weekday Daytime Hours
  • Free Parking

The Customer Experience Agent is a key member of the Direct Energy Business (DEB) Customer Relations team, reporting directly to the Team Lead of Customer Relations. This position is responsible for delivering exceptional customer service to all US DEB customers through both inbound and outbound communications. This position will also be responsible for assisting with collection efforts on delinquent accounts, including delinquency letters, outbound phone calls, email communications, and any other collection efforts made on behalf of Direct Energy Business.

Skills & Qualifications:
  • Associate's Degree or equivalent job experience
  • Excellent written and verbal communication skills
  • 1 - 2 years of prior Customer Service, Billing and/or Collections is preferred
  • Strong analytical abilities and problem-solving skills
  • Proficiency in Microsoft Office products including Word, Excel and Power Point
  • Ability to analyze information, solve problems and make quick, fact-based decisions
  • Ability to quickly gain proficiency in multiple systems which support service for Direct Energy customers

Personal Characteristics:
  • Adaptable and flexible. Adjusts to varied audiences effectively. Able to flex between administrative and strategic work.
  • Ability to thrive in a fast-paced environment where multi-tasking and prioritizing is required
  • Ability to build strong partnerships with the internal and external teams, including employees at all levels within the organization
  • Must be a self-starter, able to work independently with a proactive working style
  • Strong team player. Is willing and able to stretch outside of assigned duties to accomplish the business goal.
  • Strong interpersonal skills - Personable and can quickly stimulate confidence and influence others in the organization.
  • Satisfy acceptable adherence to Direct Energy policies
  • Flexibility to adjust schedule and/or an ability to work overtime as needed.
  • Strong Intellect - Combines analytical reasoning, creativity, conceptual ability and judgment.
  • Results driven - An energetic, resourceful and hands-on individual with a strong service orientation, who commits himself/herself fully to the job, and is dedicated to developing and delivering outstanding work.

  • Handle all customer interactions via phone, e-mail, fax and regular mail in a professional and expedient manner by thoroughly investigating inquiries and providing comprehensive responses
  • Ensure the timely processing of all customer requests that involve cross-functional remediation within pre-established service level time frames
  • Cross-functional requests may include remittance inquiries, billing inquiries, pricing and/or renewal inquiries, and collection efforts.
  • Analyze and reconcile customer accounts with respect to provision of service, billing, payment, and utility related information. Escalate issues as appropriate.
  • Perform outbound customer surveys for measurement of interaction quality and Net Promoter Score
  • Prepare ad hoc excel-based reports for customers, brokers and internal functional teams regarding billing, payment and account balance activity
  • Perform basic financial analysis to determine amounts required for refunds, credits and lost savings requests; Prepare summarized reports required for approval of financial adjustments
  • Perform outbound communications upon closure of escalated issues
  • Track and maintain interaction data for analysis of customer trends by updating DEB's Customer Management systems
  • Address Payment and/or Billing - related customer issues associated with (but not limited to); misapplied payments, check refund request, billing account adjustments, reconciliation and generation
  • Support customer contract renewal requests by coordinating with Retention Agents to provide real time pricing
  • Ensure customers understand contract provisions by having a comprehensive understanding of DEB's products and services, and the end-to-end customer lifecycle.
  • Manage specific market delinquency rates, bad debt, late payment charges and write-offs

Direct Energy and its subsidiaries are an Equal Opportunity Employer - EOE/AA/Veterans/Disabled.

Centrica is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.

If you need special assistance or an accommodation while seeking employment, please email We will make a determination of your request for a reasonable accommodation on a case-by-case basis.

PLEASE APPLY ONLINE by hitting the 'Apply' button.

Applications will ONLY be accepted via the 'Apply' button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.