About the Client

WEC Energy Group is one of the USA 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, reliable and responsibly. WEC Energy Group provides energy services to more
than 4.6 million customers in Wisconsin, Illinois, Michigan and Minnesota. The hourly pay is $13.90 per hour and you will be paid Biweekly. You will receive a free training and passing a certification exam is required prior to the production schedule. The Application and course enrollment deadline is November 24, 2023, Course will The hourly pay is $13.90 per hour and you will be paid Biweekly. You will receive a free training and passing a certification exam is required prior to the production schedule. Course will start December 05/2023 and the production schedule will start on January 19 2024

Equipment Must Meet Platform Standards

• This program uses the AVG 1.6 (Arise Virtual Gateway) to connect to the client
  systems
• USB VoIP Headset is required in certification and while servicing
• Minimum 8 GB RAM required
• MUST maintain the most recent version of Windows 10 or 11 (fully patched with
  no pending updates)

What to Expect?
On a day-to-day basis, Service Partners can expect to participate in the following
activities:

• Review, analyze and respond to customer billing inquiries
• Resolve customer issues or questions
• Processing payment deferrals and installment plans
• Attempt to save customer 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

Capabilities of Top Performing Service Partners for this Program

• Have the ability to make a great first impression by being empathetic, and
  have a “CAN HELP ATTITUDE“
• Actively listening and have problem-solving skills
• Ability to make the customer feel valued
• Ability to communicate effectively, clearly, and professionally

CERTIFICATION DETAILS

PHASE I: eLearning & Self-Paced Content: 12/05/2023 – 01/18/2024

In this phase, Registrants will learn about the client, how to navigate systems, and how to address customer questions and concerns. Registrants will also learn how to use WEC Energy reporting systems and how to calibrate on what great customer service sounds like for Quality. Service Partners must successfully complete the client Security module before taking calls. IN-DEPTH: Requires strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation. There will be 4 hours of instructor-led class daily and 2 hours of self-paced content daily

PHASE II: Certification Call-Taking, Earn While You Learn: 01/19/2024 – 01/25/2024

In this phase, it will be an opportunity for learners to apply all that was learned in
Phase I and apply it to live calls. This a mix of class-time, call-taking and time to earn revenue!

• Learners will need to attend 120 minutes of class daily during this phase and will start taking calls
• Opportunity for learners to apply all that was learned in class and apply it to live phones calls
• Learners will need to service 2 hours per day in order to successfully complete this phase
• Foot in the Water on 12/26/2023 for 1 hour (3 hours in class)
• Blended Apply on 01/11/2024 and 01/12/2024 for 1.25 hours, and 01/19/2024 to 01/25/2024 for 1 to 1.5 hours in class daily
• All other activities not listed above will be eLearning in class
• During the Certification Statement of Work (SOW), Service Partners are required to service a minimum of 15 hours (30 intervals) per week during times posted in Starmatic and as outlined in the SOW. Please review the Certification SOW for additional information.

Class Times Offered
Monday – Friday
9:00 a.m. – 1:00 p.m. ET
6:00 p.m. – 10:00 p.m. ET

Certification Completion Criteria

Pre-course work to be completed before the first day of class

• Learners will need to complete an assessment before enrolling in the course
• 100% attendance is critical
• 100% completion of self-paced modules
• Final exam must meet 90% to pass class
• Service 6 hours minimum during Blended Apply
• Average score of two QAs 70% or greater
• All learners must complete the Service Partner Security Awareness self-paced course and
  score 85% or higher on the assessment before the last day of class in order to be certified

Servicing Times Available

Shifts are available 24/7/365 but most shifts are available: Monday – Friday, 7:00 a.m. to 7:00 p.m. ET

Special Service Requirement

2 hours (4 intervals) required on Saturday and/or Sunday

Important: If you do not show up to class on the first day, you will be dropped from the class with no exceptions. The Class Confirmation Deposit of $20.00 will not be refunded and you will need to enroll in a new opportunity if you wish to service a client program. We strongly suggest that you attend class every day as this is critical to your company’s success. If you are not able to attend a class, please advise your instructor. Failure to notify your instructor could result in being dropped from class.

THIS OPPORTUNITY REQUIRES A BACKGROUND CHECK AND PHOTO ID VERIFICATION

We are only accepting applicants from the United States with the exclusion of California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, Minnesota, New York, Oregon, Vermont, Washington, Wisconsin, and the District of Columbia.

This role requires the Background check and there is fees associated with it as it is done by the 3rd party company. With that being said, you will be required to pay $30.00 for background check and if you don’t pass it, we will not hire you. Please note a credit freeze will delay the process. If you have frozen your credit, you will have to temporarily lift the credit freeze with Experian. You do not need to lift the freeze at the other credit bureaus. Please lift the freeze for a minimum of 10 days. You will need to wait at least 24 hours before attempting the background check.

If you have recently changed your name, it may delay or disrupt the background check. Please
make sure that full and correct legal name is included in your profile and provided in the
background check step. Also, please ensure the Experian is aware of your name change.