NW Contact Center Representative (FT)

Company Overview FHC has been a national leader for over two decades, providing contact center, financial recovery, loan servicing, and business process outsourcing (BPO) solutions. As an industry leader, we proudly support clients across higher education, government, financial services, healthcare, telecommunications, and utilities. Were hiring exceptional Contact Center Representative's for an exciting opportunity supporting a state-wide program. This role offers the chance to make a meaningful impact while working in a professional, fast-paced environment. Project Hours of Operation: Monday Friday, 10:00 AM 9:00 PM EST (7:00 AM PST- 6:00 PM PST) Essential Functions Receive high volume in-bound calls and assist customers with starting/stopping/transferring serviceRespond to incoming calls from customers in a professional and courteous manner.Occasional out-bound calls for verification purposesDocument interactions in the system accurately and efficiently through data entry.Research and resolve customer questions and issues using online tools and systemsOperate multiple applications, databases, and computer programsAssist customers with setting up payment arrangements, budget billing and processing paymentsGuide customers in setting up and accessing their online accounts.Assist customers with reviewing and disputing invoices accurately.Investigate billing discrepancies and reconcile credits, payments, and account balances as needed. Maintain confidentiality of sensitive information in compliance with regulations. Competencies Basic to intermediate knowledge of utility regulatory requirements, codes, and operations needed to prioritize and oversee customer interactions. Demonstrated ability to learn and apply organizational structures, policies, procedures, processes, and department-specific requirements. Ability to interact professionally with internal and external employees and customers to answer questions and resolve issues with tact and diplomacy. Ability to handle sensitive and confidential information in compliance with PCI requirements and Personally Identifiable Information (PII) policies. Proven success working in a customer service environment, including the ability to:Focus on tasks and follow established proceduresApply procedures in the correct sequenceMake decisions with limited informationWork effectively within a structured team environment Knowledge of utility industry processes, including: Issuing meter and service orders for inspections and adjustmentsReviewing credit information to determine security requirements and financing eligibilityResponding to billing and account inquiries, including high bills, payment history, credit tracing, and rate applicationsDetermining appropriate actions for open and closed service accountsMeeting established quality and productivity standardsFollowing Customer and Emergency Contact Center protocols for gas odor complaints and emergency situations Ability to report on operational directives and performance metrics at prescribed intervals, such as weekly and monthly reporting. Ability to support emergency response and business continuity protocols and assist with customer service operations during company-wide emergencies. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.