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Client Support Professional – TXU Specialist

About the Company 
MKS Virtual Solution is a strategic partner to the world’s Fortune 500 companies, bringing solutions and enhancing customer experience during each interaction. We are the largest home bound customer interaction expert team in the market: multicultural, highly skilled, and deeply knowledgeable, with a wide range of integrated virtual solutions, technology, and the highest security standards. For us, each interaction needs to be treated as unique. 

We are a team of 300 + passionate contractors and employees. Located throughout the United States and Canada with over 300 + home workstations in the country. 
Our contractors and employees feel they are part of something way bigger than just a job. We try to make a positive difference in people’s lives and make the world a better place. 

Your Impact 
Our Client Support Professionals are a very important part of our family. You will be the eyes and ears for our team, fielding customer inquiries and finding innovative ways to respond. Working in a collaborative and engaging environment, you will have the chance to interact with people from all walks of life and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.

Your Responsibilities 

Review, analyze and respond to customer billing inquiries

· Upsell eligible customers home warranty solutions

· Resolve customer issues or questions

· Processing payment deferrals and installment plans

· Attempt to save customers who may be moving, unhappy with the plan or current rate

· Quickly identify customer needs in first few minutes of the call to offer the appropriate plan

· Accurately enroll the customer in the correct plan · Strive to resolve the customer issues on the first call

· Demonstrate knowledge of TXU Energy processes and policies

· Build trust and rapport with the TXU Customer through clear, respectful interaction · Always strive to ensure that overall customer satisfaction remains high, while resolving issues

· Understand “client call flow” and Texas Utility regulation · Ensure no Public Utilities Commission Complaints are filed

· Ensuring that no TXU customer has a Lights Turned Out In Error (LOIE) situation

Keys to Success:

· Complete weekly certification courses to maintain knowledge in Client products and services

What We’re Looking for 
• Over 18 years of age 
• Ability to type 30 wpm

 – Ability to pass training and certification 
• Ability to pass client specific testing 
• High School Graduate or GED 
• Comfort with desktop computer system 
• Proven oral & written communication skills 
• Compassionate customer service mindset 
• Ability to interact with various types of customers 
Click apply, or visit www.mksvirtualsolution.com , click on careers, fill out online form with resume and submit or email mmarcelin@mksvirtualsolution.com with resume.

 
What We Prefer 
• 6 months Call Center experience 
• 1-2 year Customer service experience 

Able to work independently
• Logical problem-solving skills 
• Availability to work various shifts 
• Ability to use Windows 10 operating systems
• Organization and work prioritization skills

Equipment needed for work

  • Windows 7 or 10
  • Hard-wired connection (No wireless)
  • 20 GB or more of available space
  • CPU Dual Core 2.8 Ghz or better
  • 17 inch or larger monitor or dual monitors
  • Internet Explorer 8,9,10 or 11
  • Hard-wired  telephone and Plantronic Headset for work
  • USB headset with microphone for training

MKS Virtual Solution is an Equal Opportunity Employer