Starting pay $10.00/hr can make up to $13.50/hr. This is a 1099 contract position
T.Energy is a market-leading, competitive, retail electricity provider, powering the lives of more people than any other retailer. T. Energy offers a variety of innovative products and solutions, allowing both it's residential and business customers to choose options that best meet their needs, including exceptional customer service, competitively priced electricity service plans, innovative energy efficiency options, renewable energy programs, and other electricity-related products and services.
review, analyze and respond to customer billing inquiries
Upsell eligible customers home warranty solutions
Resolve customer issues or questions
Processing payment deferrals and installment plans
Attempt to save customers who may be moving, unhappy with the plan or current rate
Quickly identify customer needs in the first few minutes of the call to offer the appropriate plan
Accurately enroll the customer in the correct plan
Strive to resolve the customer issues on the first call
Demonstrate knowledge of T.Energy processes and policies
Build trust and rapport with the T, Energy Customer through clear, respectful interaction
Always strive to ensure that overall customer satisfaction remains high while resolving issues
Understand “client call flow” and Utility regulation
Ensure no Public Utilities Commission Complaints are filed
Ensuring that no T. Energy customer has a Lights Turned Out In Error (LOIE) situation Keys to Success:
Complete weekly certification courses to maintain knowledge in Client products and services.
Phase I 8/16/2019 – 9/13/2019 This course is: • Four hours per day instructor-led classroom sessions • Two to Three hours of self-paced curriculum • Daily office hours offered by the instructor for additional 1:1 time as needed
Phase II 9/13/2019 - 9/20/2019 Earn While You Learn! Instructor-Led Learning & Classroom Call Taking – 9/13/2019 - 9/20/2019 Continue eLearning while generating revenue taking your first calls! • Two hours per day instructor-led classroom sessions • Two hours per day taking calls at a specified time (Mandatory to service during blended) • 10 hours per week of service time within designated timeframes • Opportunities to service more during this phase as needed!
Phase III 9/23/2019 - 9/30/2019 Earn While You Learn! Certification SOW 9/23/2019 - 9/30/2019 Apply what you have learned in Phase I and Phase II.
Monday – Friday
9:00 AM – 1:00 PM ET
Hours of operations
7 days per week, 365 days per year Monday through Friday: 10:00 AM – 10:00 PM EST Saturday & Sunday: Service times vary, please see SOW for additional detail. Agents have to work a minimum of 15 hours a week with 5 hours are required to be serviced on a Saturday and/or Sunday each week. Most hours Available* 11:00 AM – 3:00 PM EST Daily
This program uses the AVG 1.5 to connect to client systems • (ASD) Drive – Instructions will be emailed upon enrolment • USB VoIP Headset is required