Customer Credit Representative

About the role

AES Corporation, the largest US-based global power company with 8,300 employees across 12 countries, is seeking a Customer Credit Representative (CSR-1). This role involves responding to inbound residential customer inquiries via phone, covering a variety of call types such as basic billing, collections, pay agreements, electric choice, general account maintenance, and outages. The position requires providing exceptional customer service in a professional, timely, and accurate manner.

Responsibilities

• Respond to and analyze a variety of customer inquiries, including basic billing, collections, pay agreements, electric choice, general account maintenance, and outages.
• Inform customers of and explain various Company offerings, when applicable.
• Update and maintain customer account records.
• Verify the accuracy of customer account information (e.g., name, address, phone number) and update as necessary.
• Operate various systems related to Customer Service.
• Direct calls to other work groups, when appropriate.
• Adhere to company guidelines and expectations.
• Meet or exceed all required performance metrics.
• Use good judgment when handling confidential data, including customer information.
• Communicate professionally with internal and external customers.
• Work overtime as required.
• Perform work in a safe manner.
• Complete job-related training and demonstrate job skills as prescribed by management.
• Adhere to Company policies and work in accordance with established procedures.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent.
• Basic computer and keyboarding skills.
• Professional verbal and written communication skills.
• Basic math skills.
• Ability to receive direction and take appropriate action.
• Cooperative temperament and ability to receive constructive feedback and coaching.
• Willingness to work overtime as required.

Qualifications

• Entry Level: Must meet the Company’s General Qualifications in addition to the requirements listed above.
• Fully Qualified: 6 months of experience as a Customer Credit Representative, meeting all performance metrics.

Performance & Development

• Quarterly performance evaluations in the first year.
• Time to reach full qualification: 6 months.
• Performance measured against criteria outlined in this job description.
• Job knowledge demonstrated through training and skill assessments.

Supervision: This role operates under general instruction and may make decisions within standard practice or procedure.