Ameren Customer Care Advisor- Jefferson City in United States
If end date is listed, the posting will come down at 12:00 am on that date:
Customer Care Advisor
Under direct but not constant supervision, to handle customer requests for connection and disconnection of service, calls for emergency service, and questions about service; to handle customers’ complaints and inquiries, answer questions regarding information shown on customer billing records; and to perform related work as assigned. In this role to perform details of work, such as: Take phone/mail/online applications for connection and disconnection of services for all customer classes; calls for emergency service, and correction orders such as changes in name or address, etc. Explain and respond to customer inquiries regarding payment arrangements, payment extensions, high bill complaints, average bills, and bill calculation, including current balances, delinquent balances, and other charges. Advise customers of Company programs such as budget billing, electronic funds transfer, paperless billing, and text/email notifications. Take customers’ complaints regarding meters and initiate meter investigations order when necessary. Process customer calls in emergency and outage situations and report to dispatching according to Company policy. Initiate reconnection orders received by telephone from customers for service previously disconnected for non-payment of bills. Answer inquiries from customers, electricians, and others regarding service and other information shown on customer billing records. Investigate billing records to obtain information where service is used and no customer to bill. Grant or deny requests for extension of time to pay on delinquent residential accounts and accept or refuse partial payments in accordance with established Company policy. Discuss high bill complaints, average bills, and bill calculation, including current balances, delinquent balances, and other charges. Explain Company credit and collection policies, including collection actions and deposit requests. Process adjustments to customer bills involving late payment charges, corrections of amounts or dates, or other debits/credits as necessary. Perform daily clerical operations, such as customer correspondences/faxes, letters of credit, and other forms or letters requested by customers.
•To avoid providing incorrect information to customers or processing erroneous orders. •To hold as confidential information related to customer accounts. •For promptly and courteously answering customer inquiries. •For accurate entry of customer information on Company records and orders. •For promptly transmitting to dispatching orders for emergency service and reconnection orders. •To respond for emergency callouts
•With all kinds, types, and classes of customers by telephone, in writing, or online. •With other employees in various departments relating to customer billing records and services.
•High school diploma or equivalent is required; or 60 credit hours toward a bachelor's degree preferred •Must pass Company customer service aptitude test. •Two years of customer service or collections required; one year of call center experience preferred. Military experience in lieu of customer service requirement may be considered. •Successful candidates must demonstrate a positive, professional manner and should be able to speak distinctly. Candidates must have the tact and diplomacy essential for customer phone interaction and have effective written communication skills and attention to detail. Candidates must be able to handle difficult customers and situations by applying good listening skills, understanding, and empathy.
Candidates must be able to perform the essential functions of the job with or without reasonable accommodation. The Company will provide reasonable accommodation in appropriate circumstances when consistent with applicable law.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, genetic information, military service or status, pregnancy, marital status, sexual orientation, gender identity or expression, or any other class, trait, or status protected by law.
Our workforce is dedicated to keeping the lights on and the gas flowing – 24 hours a day, 365 days a year. That same kind of dedication and longstanding commitment to diversity, equity and inclusion has helped us build an "All-In" supportive and accepting diverse culture where opinions are shared in an environment where all are respected and the best solutions are put into action.
Our vision is "Leading the Way to a Sustainable Energy Future" and our mission is "To Power the Quality of Life." Our company values include safety and security, integrity, respect, diversity equity and inclusion, accountability, stewardship, teamwork and a commitment to excellence. Our "All-In" culture reflects how we care, serve with passion, deliver for customers, communities and shareholders and win together.
Ameren's co-workers spend thousands of hours each year giving back to their communities. The company supports their donations of time through a Dollars for Doers program and also offers a Matching Grant program for donations made to postsecondary schools.
Ameren has an unwavering commitment to sustainability. That includes how we perform as a steward of the environment, how we manage our relationships with customers, communities and workforce and provide robust governance and oversight of our practices. We are committed to clean energy. The company has established a net-zero carbon emissions goal by 2045 across all its operations in Missouri and Illinois. In addition, Ameren laid out plans for its largest-ever expansion of clean wind and solar generation that maintains the reliability and affordability that customers have come to expect. Interim carbon emissions goals include a 50% reduction by 2030 and an 85% reduction by 2040, from 2005 levels.
St. Louis-based Ameren Corporation powers the quality of life for 2.4 million electric customers and more than 900,000 natural gas customers in a 64,000-square-mile area through its Ameren Missouri and Ameren Illinois rate-regulated utility subsidiaries. Ameren Illinois provides electric transmission and distribution service and natural gas distribution service. Ameren Missouri provides electric generation, transmission and distribution services, as well as natural gas distribution service. Ameren Transmission Company of Illinois operates a rate-regulated electric transmission business in the Midcontinent Independent System Operator, Inc. For more information, visit Ameren.com (https://c212.net/c/link/?t=0&l=en&o=3228409-1&h=4163191186&u=https%3A%2F%2Fwww.ameren.com%2F&a=Ameren.com) , or follow us on Twitter at @AmerenCorp , Facebook.com/AmerenCorp , or LinkedIn.com/company/Ameren .
Ameren is committed to equal employment opportunities and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, genetic information, military service or status, pregnancy, marital status, sexual orientation, gender identity or expression, or any other class, trait, or status protected by applicable law.