Customer Service Representative 1

Position Title:

Customer Service Representative 1

Duties & Responsibilities:

• Responds to inbound/outbound call inquiries.

• Initiates outbound calls to respond to inquiries and to follow-up with previous contacts.

• Responds to all inquiries in a professional, friendly, and timely manner, public-service oriented and understand the needs and work effectively with persons with disabilities.

• Performs support ticket transaction resolution tasks and administrative functions.

• Responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries.

• Responsible for maintaining adequate records/documentation for audit and internal control purposes.

• Routes mail, email, and other administrative support duties as assigned.

• Responsible for learning program rules of assigned projects to ensure ability to respond to customer service inquiries.

• Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities

Required Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Expected to have excellent verbal, written communication, and troubleshooting skills.

Demonstrated understanding and ability to work with persons with disabilities.

Ability to compose reports, business correspondence, and procedure manuals.

Excellent verbal and written communication skills.

Ability to troubleshoot.

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Excellent attention to detail and ability to manage time effectively in a fast-paced environment.

Knowledge of Microsoft Windows, Excel and Word preferred.

Qualifications:

Education & Experience:

High school degree or equivalent required.

6-month call center experience preferred; or 1-year customer service; bilingual a plus (Spanish)

Certification:

Working Conditions:

Office setting

PPL does not discriminate based on race, color, religion, or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, protected veteran status, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law.