Call Center Customer Service Representatives - Full-time

Headway Workforce Solutions is currently seeking Call Center Customer Service Representatives for a 3+ months contract opportunity in Alton, IL with our partner, a subsidiary of the largest investor-owned utility company in the U.S.

As a Customer Service Representative, you will:

• Receive inbound calls from customers related to services provided.
• Clarify the needs of the customer, answer customer inquiries, and assist
• in the resolution of concerns. Track and document customer contacts.
• Remain accessible to achieve appropriate adherence levels.
• Maintain a high level of application, process, and water utility knowledge.
• Maintain a courteous and knowledgeable appearance to the customer.
• Handle difficult calls and avoid escalation whenever possible.
• Continuously improve handling skills, systems knowledge, and communications skills, enhancing customer service levels.
• Identify and relay to team leader areas for improvement within the customer inquiry and concern resolution processes.
• Provide exceptional service to the customer that meets or exceeds all contractual service level agreements.
• Issue and maintain service orders.
• Support and sustain a positive environment that fosters team performance and individual excellence.
• Be receptive to performance feedback and continuously seek to improve own skills.
• Maintain adherence to all policies, procedures, programs, standards of performance and approved business objectives including those involving
• affirmative action, communications, community relations, human resources, labor relations, health and safety, and security.
• Have personal computing experience, including Microsoft Office applications.
• Work is subject to general overview to ensure quality.
• Perform in-depth investigations and resolve complex payment issues.
• Determine the validity of the check payments & decide the course of action
• Fill out and request check refund requisitions
• Generate correspondence to customers for necessary activities impacting customer accounts
• Perform account set up maintenance to correct account information based on enrollment forms/payments.
• Process ACH payments after resolving payment matters
• Submit systematic cancellation/refunds when necessary

Physical demands:

• Employee is required to talk, hear, and use hands to finger keyboard, telephone, and handle other objects.
• The employee is frequently required to walk, sit, and reach with hands and arms.
• Vision required for this job includes close vision (clear vision within 20 inches).

Minimum Qualifications:

• High School Diploma, GED, or equivalent
• A minimum of two (2) years experience in accounts receivable, accounts payable, billing or accounting. Utility experience preferred.
• Experience with CRM Billing and Collections functions preferred.

Additional Information:

• This is a 3+ months contract
• 40 Hours per week
• Pay rate is $14.25/hr

Headway provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Headway complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training