Abby Rojas Email & Phone Number

Houston, Texas Area

The Customer Care Professional will be responsible for following up and resolving customer complaints, is responsible to work as an information source to answer agents questions, assigning tasks, provide support to the agents and training to apply the best skills and knowledge, monitors agents performance, optimize and prepare schedules to meet business needs, monitor attendance and deliver feedback to management and agents. The Customer Care Professional should be proficient in the job functions outlined below as well as the responsibilities of the Customer Care Specialist.• Monitor Agents Attendance • Create and Develop Workflow • QA Feedback for Call Center Associates and Specialist• Handle and Complete Customers Complaints • Reporting • Manage Service Levels • Handles and maintains Elite Queues• Rerates to mitigate PUC Complaints• Maintain Campaigns for Collections and Saves • Ability to handle all inbound and outbound calls

The Retention Team Lead will be responsible for completing updates to the Retention Call Tracker, and Saves/Win-back Reports. Assist with the coaching and development of Retention Representatives through side by side coaching, remote monitoring, quality calibration sessions, weekly updates on individual/team performance, and conduct new hire and refresher training. Serve as POC during Supervisor absence assisting with facilitating weekly team meetings, and approval of Retention Offers. Team Lead will work with Retention Supervisor to ensure that all department goals are met by monitoring department service level, abandon percentage, saves ratio, and quality assurance. Assist in the Retention Queue during peak and low staffing periods. Assist with managing the teams paid time off request. Open/Close the Retention Queue as needed. Resolve Customer Escalations by providing thorough account reviews and effective negotiation techniques. Assist with managing, tracking and processing all retention offers.

Manage Retention Reports: Call Tracker, Saves/Win-back Handle Customer EscalationsManage Voice Mail Box, & Correspondence EscalationsOrder Supplies Assist with coaching & development of Retention Team MembersAssist with facilitating team meetings and refresher trainingEnsure department goals are met via daily review of Retention StatsMonitor the Retention QueueAssist in the queue during peak times and low staffing periodsAssist in Managing, Processing and Tracking Retention Saves OffersAssist in Managing PTO for Retention TeamOpen/Close the Retention QueueSegment Churn list for daily distributionServe as POC during Supervisor absenceExecutes stellar customer service skills when relating to contentious and irate customersUpdate team statistics weekly/monthly

Handle inbound and outbound cancellation request from residential and commercial customersReduce churn through the use of effective saves techniquesAccurately track saves and cancellations in Retention DatabasesResponsible for meeting targeted saves goals on a consistent basisActively maintain high customer contact through diligent outbound callingCollaborate with Retention Team on successful selling techniques that result incustomer loyaltyUtilize various systems to provide a complete and thorough analysis of customer bills Combat customer objections with clear presentations and effective negotiation skillsChampion Spark Energy as a leader in the industrySuccessfully engage customer in open dialog resulting in competitive information,cancellation reasons and saves opportunitiesExecutes stellar customer service skills when relating to contentious and irate customers

Houston, Texas Area

The Retention Call Center Representative will be responsible for reducing customer churn through persuasive saves/sales techniques. Representative will handle inbound and outbound cancellation request for residential and commercial accounts. Accurately track and process all saves and cancellations in the retention database. Assist with handling customers in the ERCOT market. Responsible for elevating Spark Energy’s presence in the industry as a leading provider in electric and gas services.

Take incoming customer service calls.Process account cancellationsTake PaymentsAbility to communicate effectively with customers, management and staffTrack weekly call information for reporting purposesProcess voice verifications as requested by customerResearch and resolution of billing issue and utilizing the NICOR website

Answering incoming calls for death referralsVerify if cause of death was due to any type of infectious disease, in order to rule out patient for skin, organ or bone donation.If patient is a candidate for Donation, referral has to be detailed and with no sign of contagious disease history.If further information was needed, blood banks were contacted and medical history for the safety of the recipient.Contact to the family in order to obtain consent for donation, if patient's family declined no further action was needed.

Provide direct services (crisis intervention, conflict resolution) to clients and their children of diverse backgrounds in a residential shelter facility. Utilize online Homeless Management Information System to input client intakes, manage client bed assignments and services.Demonstrate and maintain professional/ethical boundaries with clients.Make emergency referrals and provide information to residents regarding services.Maintain communication with all other departments regarding resident's needs and problems.Monitor supply inventories including notifying Maintenance/Operations Manager of Supply/Item needs.Provide relief coverage for Residential Mentors and Residential Security Monitor as needed.Knowledge and sensitivity regarding the issue of family violence and it's impact on women and children.Provide individual mentoring and support to residents-assists with acclimation to communal living environment.Assign and monitor resident's personal responsibilities in the communal living environment.Ability to maintain confidentiality.To input every conversation conflict or and type of information into our system, so that other departments and other Mentors are up to date.