Job Description
This is an exciting opportunity to join a team as a Case Manager.
As a Case Manager, you will be responsible for delivering exceptional customer service and support to vulnerable customers.
You will provide professional, empathetic and customer-centric service through phone and face-to-face interactions, empowering and educating customers to manage their energy needs and enhance their energy literacy.
Key Responsibilities:
* Deliver exceptional one to one case managed services to vulnerable customers experiencing financial hardship, including supporting customers who are experiencing family and domestic violence.
* Receive inbound calls and place outbound calls to customers and key stakeholders.
* Manage a customer caseload by adhering to customer service methodology.
* Process customer hardship assessments: negotiate installment plans and payment deferrals, contacting customers to guide them through credit and payment processes.
* Empower customers to take control of their energy needs and educate to improve customer energy literacy.
Requirements
* Demonstrated experience in Customer Service, preferably within a Call Centre environment.
* Exceptional interpersonal skills and demonstrated ability to demonstrate customer-centric support.
* Sound understanding of socio-economic issues facing vulnerable or disadvantaged communities.
* Hardship policies, procedure knowledge and experience working with diverse groups and cultures.
* Relationship management skills, with experience in navigating confrontational scenarios and demonstrating resilience.