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Associate, Customer CareAssociate, Customer CareFalseFalse215289,<div dir="ltr" align="left"><strong>PRIMARY PURPOSE OF POSITION</strong></div><br><div dir="ltr" align="left">The Associate, Customer Care is responsible for delivering an industry best customer experience for customers contacting CNEG by phone, email, fax or through the internet. Focusing on first contact resolution for customers with service related contacts, the Customer Care organization is one of the primary touch points for CNE customers. </div><br><div dir="ltr" align="left"> </div><br><div dir="ltr" align="left"><strong> PRIMARY DUTIES AND ACCOUNTABILITIES</strong> </div><br><ul><br><li>Help to ensure customers get the industry best customer experience when calling in, emailing or faxing a request to the care team</li><br><li>Work collaboratively with other operational groups to help identify and resolve any potential customer issues</li><br><li>Log customer inquiries in customer tracking tool collecting all needed customer information</li><br><li>Use appropriate resources and procedures to investigate and resolve customer issues striving for first contact resolution</li><br><li>Up to 5% travel to other business locations as needed</li><br><li>Direct Customer interaction / working with customers to understand, document and resolve issue -65%</li><br><li>Research and work with other departments for resolution of customer issue-20%</li><br><li>Participate in meetings, projects, system testing as needed-10%</li><br><li>Other duties as required-5%</li></ul>