About the Position
WEC Energy Group is one of the nation's largest electric generation and distribution and natural gas delivery holding companies, with the operational expertise and financial resources to serve the Midwest's energy needs safely, reliably, and responsibly. WEC Energy Group provides energy services to more than 4.6 million customers in Wisconsin, Illinois, Michigan, and Minnesota.
What to Expect
Review, analyze, and respond to customer billing inquiries
Resolve customer issues or questions
Processing payment deferrals and installment plans
Attempt to save customers who may be moving, unhappy with the plan, or current rate
Quickly identify customer needs in the first few minutes of the call to offer the appropriate plan
Accurately enroll the customer in the correct plan
Strive to resolve the customer issues on the first call
Demonstrate knowledge of WEC Energy processes and policies
Build trust and rapport with the WEC Energy customer through clear, respectful interaction
Always strive to ensure that overall customer satisfaction remains high while resolving issues
Understand ‘client call flow’ and regulations
Ensure no Public Utilities Commission Complaints are filed
Servicing Hours
Ready to make your own schedule?
Agents are allowed to schedule hours 7 days a week/365 days a year during the following hours:
Monday – Friday 24 hours a day
Saturday 8:00 a.m. – 4:00 p.m. ET
Requirements
System and Equipment Standards
A USB VoIP Headset is required in certification and while servicing
Dual monitors are required
Minimum 8 GB RAM required
MUST maintain the most recent version of Windows 11 (fully patched with no pending updates)
For more information regarding the technical requirements to service on the Arise platform, please click here.
Additional Requirements
Outstanding problem-solving skills
Displays patience, empathy, an ability to manage stress, and the ability to work under pressure
Skilled and efficient in writing and verbal communication
Provides knowledgeable, friendly, and eloquent customer service
Successful completion of background check
