Sara Gonzalez

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.

Performs duties within Company guidelines and established safety procedures.

• Communicates with customers by telephone.

• Initiates field orders (by computer or manually); Originates trace orders, verifies orders, etc.

• Uses computer to access data, inputs customer information, and issues orders; Establishes credit

or determines if deposit is required.

• Handles complex credit and billing inquiries (i.e., high‐bill investigations, customer credit status,

past‐due payment arrangements, closing bills, and returned checks).

• Explains rate schedules; discusses baseline allowances, service policies and operational features

of appliances.

• Schedules turn on and close orders/appliance adjustments/high‐bill investigations.

• Coordinates emergency leak order responses.

• Prepares forms to correct customer information for billing records.

• Advises customers on energy conservation measures and products

• Performs clerical and accounting functions pertaining to customer order, adjustments,

corrections, investigations, and data for customer correspondence.

• Works completed field orders and prepares necessary billing records forms.

• Prepares customer correspondence; Files customer applications.

• Performs various other equivalent and lower‐grade functions.

Provide one‐stop telephone contact for customer service requests, collections and credit extensions,

billing inquiries, appliance adjustments, and service trouble.

Constant contact with customers to provide information and assist with problem resolution. Regular

contact with co‐workers or supervisor to resolve customer problems and provide information.