En Español (866) 963-9353
PO Box 975428
Dallas, TX 75397-5428

Account Resolution Representative

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Job Description:

We are seeking an Account Resolution Representative who excels in problem-solving, demonstrates unparalleled self-motivation, and possesses a robust ‘can-do’ attitude. This role is pivotal in offering exceptional support, ensuring customer’s concerns, issues, and complaints are not just heard but resolved with diligence and efficiency. Ideal candidates will showcase a minimum of 1 year of experience in successfully navigating complex customer interactions, highlighting a proactive approach to finding solutions and a relentless drive to see issues through to resolution in a call center environment.

Responsibilities:

  • Serve as the primary liaison for customers, adeptly handling inquiries, service requests, and payment issues through various communication channels including telephone, e-mail, and live chat.
  • Display exceptional problem-solving skills, with a focus on resolving customer issues promptly, effectively, and to their complete satisfaction.
  • Demonstrate self-motivation by consistently seeking ways to improve service delivery, taking initiative to update knowledge of company policies, procedures, and customer service best practices.
  • Exhibit a ‘can-do’ attitude, ensuring that all customer interactions are approached with a positive, solution-oriented mindset.
  • Follow through rigorously on all customer requests, ensuring not only that issues are resolved but also that customers are informed of the resolution process every step of the way.
  • Maintain meticulous records of customer interactions, actions taken, and resolutions achieved, in accordance with company documentation standards.
  • Collaborate closely with the management team and peers to share insights, address customer concerns, and escalate issues according to protocol, when necessary.
  • Uphold the highest standards of professionalism, demonstrating excellent communication skills and maintaining a poised demeanor under pressure.
  • Other duties as assigned.

Performance Metrics:

  • Achieve and exceed key performance indicators (KPIs) such as call de-escalation rate, average handling time, and quality assurance scores.
  • Show reliability and dependability in managing workload, maintaining punctuality, and adhering to scheduled shifts.
  • Ensure compliance with legal disclosures and company policies during every customer interaction.
  • Contribute to team efforts by meeting departmental goals and avoiding excessive downtime or unavailability.

Qualifications:

  • Account Resolution Representative position must have at least 2 years of experience in roles focused on resolving customer concerns and de-escalating situations with distressed customers. A proven track record of effectively addressing and resolving customer issues is required.
  • High proficiency in Microsoft Office Suite (Excel, Word, Outlook) and adeptness in navigating multiple systems simultaneously.
  • Excellent command of both verbal and written English.
  • Strong organizational skills and the ability to handle a high volume of calls with diligence and patience.
  • Bilingual in Spanish is a plus.

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • The employee may be on the telephone with customers for several hours without a break. Handling a large volume of calls promptly is essential to this position.
  • The noise level in the work environment is usually low to moderate.
  • Frequently required to use fingers and reach with hands and arms.
  • Must be able to lift up to 15 pounds at times.
  • This role routinely uses standard office equipment while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The above describes the general content and requirements for this job’s performance. It is not construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

 

Join Our Team

Simply Click "APPLY NOW" to take a quick 2-question survey, and remember to attach your resume after completing it. Your information is kept confidential; we don't sell or share it with others.

Benefits & Perks for Full Time Employees

Medical, Dental, Vision, & Life Insurance

401(k) with Employer Matching

Profit Sharing & Bonus Potential

Employer Contribution to HSA Account

Paid Time Off

Short-term & 
Long-term disability

... and more!

Join Our Team

Simply Click "APPLY NOW" to take a quick 2-question survey, and remember to attach your resume after completing it. Your information is kept confidential; we don't sell or share it with others.

Payless Power Inc. provides equal employment opportunities to all employees and applicants for
employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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.

About Payless Power

Payless Power wants to be your Texas electric company.

Whether you live in a large city or small town, we can save you money with pay-as-you-go electricity! Where do we provide Texas electricity? We service customers with no-deposit electricity in more than 400 deregulated communities in Texas.

We work with principal utilities throughout the state of Texas to provide prepaid electricity. The utilities are: Oncor in the Dallas/Fort Worth Metroplex and various parts of West Texas; CenterPoint Energy in Houston and the surrounding areas; AEP Central in Corpus Christi and surrounding areas; and AEP North in Abilene and other North Texas communities.

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Affordable and easy to make payments

I was worried about getting electricity for my home through a prepaid company. I was calling around to see different rates then going through all the hassle of credit checks while dropping points each…

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I have been with this company for several years and have been very happy since. Even when I moved, they made my usually stressful situation very easy and carefree. I recommend them to everyone that I…

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Long term customer

I have enjoyed the service for 2 years now. In the beginning this service was planned to be temporary but with the service being so effective for me i decided to keep it for the long haul. I’m a happy customer.

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