WEC Energy Group Inbound Customer Service Representative
About the ClientWEC Energy Group is one of the USA nation's largest electric generation and distribution and natural gas delivery holding companies, with the operational expertise and financial resources to serve the Midwest's energy needs safely, reliable and responsibly. WEC Energy Group provides energy services to morethan 4.6 million customers in Wisconsin, Illinois, Michigan and Minnesota. The hourly pay is $13.90 per hour and you will be paid Biweekly. You will receive a free training and passing a certification exam is required prior to the production schedule. The Application and course enrollment deadline is November 24, 2023, Course will The hourly pay is $13.90 per hour and you will be paid Biweekly. You will receive a free training and passing a certification exam is required prior to the production schedule. Course will start December 05/2023 and the production schedule will start on January 19 2024Equipment Must Meet Platform Standards This program uses the AVG 1.6 (Arise Virtual Gateway) to connect to the clientsystems USB VoIP Headset is required in certification and while servicing Minimum 8 GB RAM required MUST maintain the most recent version of Windows 10 or 11 (fully patched withno pending updates) What to Expect?On a day-to-day basis, Service Partners can expect to participate in the followingactivities:
Review, analyze and respond to customer billing inquiries Resolve customer issues or questions Processing payment deferrals and installment plans Attempt to save customer who may be moving, unhappy with the plan orcurrent rate Quickly identify customer needs in the first few minutes of the call to offer theappropriate plan Accurately enroll the customer in the correct plan Strive to resolve the customer issues on the first call Demonstrate knowledge of WEC Energy processes and policies Build trust and rapport with the WEC Energy customer through clear, respectfulinteraction Always strive to ensure that overall customer satisfaction remains high, whileresolving issues Understand 'client call flow' and regulations Ensure no Public Utilities Commission Complaints are filed Capabilities of Top Performing Service Partners for this Program Have the ability to make a great first impression by being empathetic, andhave a CAN HELP ATTITUDE Actively listening and have problem-solving skills Ability to make the customer feel valued Ability to communicate effectively, clearly, and professionally CERTIFICATION DETAILSPHASE I:
eLearning & Self-Paced Content:
12/05/2023 - 01/18/2024In this phase, Registrants will learn about the client, how to navigate systems, and how to address customer questions and concerns. Registrants will also learn how to use WEC Energy reporting systems and how to calibrate on what great customer service sounds like for Quality. Service Partners must successfully complete the client Security module before taking calls. IN-DEPTH:
Requires strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation. There will be 4 hours of instructor-led class daily and 2 hours of self-paced content dailyPHASE II:
Certification Call-Taking, Earn While You Learn:
01/19/2024 - 01/25/2024In this phase, it will be an opportunity for learners to apply all that was learned inPhase I and apply it to live calls. This a mix of class-time, call-taking and time to earn revenue! Learners will need to attend 120 minutes of class daily during this phase and will start taking calls Opportunity for learners to apply all that was learned in class and apply it to live phones calls Learners will need to service 2 hours per day in order to successfully complete this phase Foot in the Water on 12/26/2023 for 1 hour (3 hours in class) Blended Apply on 01/11/2024 and 01/12/2024 for 1.25 hours, and 01/19/2024 to 01/25/2024 for 1 to 1.5 hours in class daily All other activities not listed above will be eLearning in class During the Certification Statement of Work (SOW), Service Partners are required to service a minimum of 15 hours (30 intervals) per week during times posted in Starmatic and as outlined in the SOW. Please review the Certification SOW for additional information. Class Times OfferedMonday - Friday9:
00 a.m. - 1:
00 p.m. ET6:
00 p.m. - 10:
00 p.m. ETCertification Completion CriteriaPre-course work to be completed before the first day of class Learners will need to complete an assessment before enrolling in the course 100% attendance is critical 100% completion of self-paced modules Final exam must meet 90% to pass class Service 6 hours minimum during Blended Apply Average score of two QAs 70% or greater All learners must complete the Service Partner Security Awareness self-paced course andscore 85% or higher on the assessment before the last day of class in order to be certified Servicing Times AvailableShifts are available 24/7/365 but most shifts are available:
Monday - Friday, 7:
00 a.m. to 7:
00 p.m. ET Special Service Requirement2 hours (4 intervals) required on Saturday and/or SundayImportant:
If you do not show up to class on the first day, you will be dropped from the class with no exceptions. The Class Confirmation Deposit of $20.00 will not be refunded and you will need to enroll in a new opportunity if you wish to service a client program. We strongly suggest that you attend class every day as this is critical to your company's success. If you are not able to attend a class, please advise your instructor. Failure to notify your instructor could result in being dropped from class.THIS OPPORTUNITY REQUIRES A BACKGROUND CHECK AND PHOTO ID VERIFICATIONWe are only accepting applicants from the United States with the exclusion of California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, Minnesota, New York, Oregon, Vermont, Washington, Wisconsin, and the District of Columbia.This role requires the Background check and there is fees associated with it as it is done by the 3rd party company. With that being said, you will be required to pay $30.00 for background check and if you don't pass it, we will not hire you. Please note a credit freeze will delay the process. If you have frozen your credit, you will have to temporarily lift the credit freeze with Experian. You do not need to lift the freeze at the other credit bureaus. Please lift the freeze for a minimum of 10 days. You will need to wait at least 24 hours before attempting the background check.If you have recently changed your name, it may delay or disrupt the background check. Pleasemake sure that full and correct legal name is included in your profile and provided in thebackground check step. Also, please ensure the Experian is aware of your name change.#J-18808-Ljbffr Recommended Skills Attention To Detail Billing Communication Customer Demand Planning Customer Satisfaction Customer Service Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
Review, analyze and respond to customer billing inquiries Resolve customer issues or questions Processing payment deferrals and installment plans Attempt to save customer who may be moving, unhappy with the plan orcurrent rate Quickly identify customer needs in the first few minutes of the call to offer theappropriate plan Accurately enroll the customer in the correct plan Strive to resolve the customer issues on the first call Demonstrate knowledge of WEC Energy processes and policies Build trust and rapport with the WEC Energy customer through clear, respectfulinteraction Always strive to ensure that overall customer satisfaction remains high, whileresolving issues Understand 'client call flow' and regulations Ensure no Public Utilities Commission Complaints are filed Capabilities of Top Performing Service Partners for this Program Have the ability to make a great first impression by being empathetic, andhave a CAN HELP ATTITUDE Actively listening and have problem-solving skills Ability to make the customer feel valued Ability to communicate effectively, clearly, and professionally CERTIFICATION DETAILSPHASE I:
eLearning & Self-Paced Content:
12/05/2023 - 01/18/2024In this phase, Registrants will learn about the client, how to navigate systems, and how to address customer questions and concerns. Registrants will also learn how to use WEC Energy reporting systems and how to calibrate on what great customer service sounds like for Quality. Service Partners must successfully complete the client Security module before taking calls. IN-DEPTH:
Requires strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation. There will be 4 hours of instructor-led class daily and 2 hours of self-paced content dailyPHASE II:
Certification Call-Taking, Earn While You Learn:
01/19/2024 - 01/25/2024In this phase, it will be an opportunity for learners to apply all that was learned inPhase I and apply it to live calls. This a mix of class-time, call-taking and time to earn revenue! Learners will need to attend 120 minutes of class daily during this phase and will start taking calls Opportunity for learners to apply all that was learned in class and apply it to live phones calls Learners will need to service 2 hours per day in order to successfully complete this phase Foot in the Water on 12/26/2023 for 1 hour (3 hours in class) Blended Apply on 01/11/2024 and 01/12/2024 for 1.25 hours, and 01/19/2024 to 01/25/2024 for 1 to 1.5 hours in class daily All other activities not listed above will be eLearning in class During the Certification Statement of Work (SOW), Service Partners are required to service a minimum of 15 hours (30 intervals) per week during times posted in Starmatic and as outlined in the SOW. Please review the Certification SOW for additional information. Class Times OfferedMonday - Friday9:
00 a.m. - 1:
00 p.m. ET6:
00 p.m. - 10:
00 p.m. ETCertification Completion CriteriaPre-course work to be completed before the first day of class Learners will need to complete an assessment before enrolling in the course 100% attendance is critical 100% completion of self-paced modules Final exam must meet 90% to pass class Service 6 hours minimum during Blended Apply Average score of two QAs 70% or greater All learners must complete the Service Partner Security Awareness self-paced course andscore 85% or higher on the assessment before the last day of class in order to be certified Servicing Times AvailableShifts are available 24/7/365 but most shifts are available:
Monday - Friday, 7:
00 a.m. to 7:
00 p.m. ET Special Service Requirement2 hours (4 intervals) required on Saturday and/or SundayImportant:
If you do not show up to class on the first day, you will be dropped from the class with no exceptions. The Class Confirmation Deposit of $20.00 will not be refunded and you will need to enroll in a new opportunity if you wish to service a client program. We strongly suggest that you attend class every day as this is critical to your company's success. If you are not able to attend a class, please advise your instructor. Failure to notify your instructor could result in being dropped from class.THIS OPPORTUNITY REQUIRES A BACKGROUND CHECK AND PHOTO ID VERIFICATIONWe are only accepting applicants from the United States with the exclusion of California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, Minnesota, New York, Oregon, Vermont, Washington, Wisconsin, and the District of Columbia.This role requires the Background check and there is fees associated with it as it is done by the 3rd party company. With that being said, you will be required to pay $30.00 for background check and if you don't pass it, we will not hire you. Please note a credit freeze will delay the process. If you have frozen your credit, you will have to temporarily lift the credit freeze with Experian. You do not need to lift the freeze at the other credit bureaus. Please lift the freeze for a minimum of 10 days. You will need to wait at least 24 hours before attempting the background check.If you have recently changed your name, it may delay or disrupt the background check. Pleasemake sure that full and correct legal name is included in your profile and provided in thebackground check step. Also, please ensure the Experian is aware of your name change.#J-18808-Ljbffr Recommended Skills Attention To Detail Billing Communication Customer Demand Planning Customer Satisfaction Customer Service Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
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