Customer Service Representatives

• Actively listen to customers to understand their concerns, needs, and build a rapport that will make them feel heard and cared for

• Provide essential support in navigating the customer’s bill and explaining it in simple terms to the customer
• Discover solutions using tools and resources to help meet the customer’s needs

• Empathize and resolve concerns to simplify the customer’s experience 
• Navigate through multiple computer applications with speed & accuracy 
• Adapt and extend support hours to assist those customers in need during electricity outages/issues, storms or other weather-related circumstances

WORK AT HOME REQUIREMENTS

• High-Speed Internet With At Least 20 Mbps Download Speed & 10 Mbps Upload Speed (No Satellite, Wifi, or Cellular/Wireless Carrier Internet Services) 
• Must have a hard-wired internet connection via ethernet cable to modem/router that you own/are responsible for. (Continuum will ship you company equipment to use) 
• May require a dedicated landline service in home – Traditional Landline, not VoIP service or cell/mobile service. (Any fees/charges associated with the landline service are not reimbursable by Faneuil/Continuum)
• Dedicated, Quiet, & Secured Workspace with No Distractions 
• A USB Wired Headset with Noise Canceling Microphone 

   

ADDITIONAL REQUIREMENTS: 

• 18+ Years & High School diploma or its equivalent

• Minimum of 6 months to 1 year of call center experience (Utilities industry a plus)
• Self-driven and able to focus on the same task/objective for long periods of time
• Exceptional customer service, active listening, and verbal and written communication skills 

• High computer proficiency & overall technical knowledge
• Open availability between 8:00am-10:00pm Monday through Friday Eastern standard time + holidays, weekends, & extended/peak hours during storms/natural disasters
• Professional positive attitude & courteous telephone etiquette
• Customer focused personality and the motivation to achieve goals
• Must pass client performed background check and assessments in training