Customer Service Support Agent

AMY DAVENPORT

**** ********** ** **

Brookhaven,MS 39601· 623-***-****

adr8ds@r.postjobfree.com ·

Excellent customer service provided by diligently meeting customer needs in telecommuting environment as well as meeting productivity targets and maintaining knowledge of company offerings

EXPERIENCE

2020-05 - Current

Customer Technology Support Agent 3

Arizona Public Service, Phoenix, AZ

Answer phone calls to provide excellent customer service regarding solar and residential accounts..

Breaking down the bill and charges in terms the customer will understand and while submitting requests to correcting billing errors when appropriate..

Setting and negotiating payment arrangements to assist customers with timely payments to that fit within monthly budgets..

Assisting customer with setting up budget billing and researching account for possible write off balances, conditions of service where appropriate.

Assist with floor support chat for assistance with the team questions regarding solar application status in power clerk..

New responsibilities added with offline duties working with ECE emails for usage reports, program and marketing inquiries, billing questions and rate plan options.s.

Also assisting with to-do requests for connections and disconnections, some escalation issues, adding green choice options and sending usage reports to the customers, as well as any other requests as needed toand more to provide support to the team and customer..

Also submitted appropriate to-do’s for other departments for processing such as meter access and documents..

2017-03 – 2020-05

Customer Service Agent Level 1

Arizona Public Service, Phoenix, AZ

Answer phone calls to provide excellent customer service regarding residential accounts..

Breaking down the bill and charges in term the customer will understand and correcting billing errors when appropriate..

Setting payment arrangements to assist customers with timely payments to fit within monthly budgets.

Assisting customer with setting up budget billing and researching account for possible write off balances, conditions of service where appropriate.

EDUCATION

2001-01 - 2002-01

No Degree: Utility Customer Service

South Mountain Community College - Phoenix, AZ

1998-01 - 1999-05

High School Diploma

Gateway Community High School - Phoenix, AZ

SKILLS

Experience in breaking down high bills

Explaining billing based on usage for solar and non-solar account.

Working With Excel programs, COGNOS reports, WEBCC tickets, TEAMS and ECE programs.

Expressing empathy for customers based on life events that are every changing at this time.

Previous work with medical records and confidentiality.

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