PROGRAM OVERVIEW

Client: WEC Energy Group

Service Type: Inbound Customer Service

Industry: Utilities / Energy

You will handle billing inquiries, payment arrangements, customer plan enrollments, and general account support. The program requires strong attention to detail, professionalism, empathy, and adherence to regulatory call flows.

SYSTEM & EQUIPMENT REQUIREMENTS

You must meet ALL platform standards.

Required Equipment:

• Windows 11 (fully updated, no pending updates)

• Minimum 8 GB RAM

• USB VoIP Headset (required during certification and servicing)

• Dual Monitors (required)

• Webcam (required – must be on camera during certification)

Important:

You must be on camera during all engagement activities including Day 1 meet and greet, role plays, and knowledge checks. Failure to appear on camera when prompted may result in removal from class.

A PC scan is required and must pass before class access is granted.

CERTIFICATION SCHEDULE

Phase 1 – Instructor-Led & Self-Study

March 2, 2026 – March 30, 2026

6 hours daily (Monday – Friday)

2 hours of self-study completed during class time

Phase 2 – Blended Apply (Live Call Taking)

March 31, 2026 – April 9, 2026

No class Friday, April 3, 2026

During Phase 2:

• 155–215 minutes of class daily

• 60–195 minutes of live call servicing daily

• Minimum 10 hours per week required

Class Times Available:

• 9:00 a.m. – 3:00 p.m. ET

• 4:00 p.m. – 10:00 p.m. ET

Important:

If you do not attend the first day of class, you will be dropped with no exceptions.

Class Confirmation Deposit: $50 (non-refundable if first day not attended)

CERTIFICATION COMPLETION REQUIREMENTS

To successfully complete certification, you must:

• Complete all self-paced modules (100%)

• Pass final exam with 90% or higher

• Service minimum 6 hours during Blended Apply

• Achieve average QA score of 70% or higher (2 QAs)

• Complete Security Awareness course with 85% or higher before taking calls

REVENUE DETAILS

Certification Rate(Training):

$7.64 per hour

($3.82 per 30-minute interval)

Production Rate(Servicing):

$13.90 per hour

($6.95 per 30-minute interval)

Incentives:

• Additional $1.81/hour during Certification SOW (after Phase II completion) when servicing 12+ hours weekly

• $100 bonus when servicing 13+ hours weekly and accepting first Production SOW

SERVICING REQUIREMENTS

Intervals Available:

24/7/365 (overnight limited)

Most Available:

Monday – Friday

8:00 a.m. – 7:00 p.m. ET

Special Requirement:

4 hours (8 intervals) required on Mondays

Service Level Metrics:

• Commitment Adherence ≥ 90%

• QA > 85%

• CSAT > 9.50

• First Call Resolution > 95%

WHAT YOU WILL BE DOING

• Responding to billing inquiries

• Processing payment deferrals and installment plans

• Assisting customers with rate plans

• Attempting customer retention when applicable

• Enrolling customers into appropriate plans

• Ensuring compliance with utility regulations

• Preventing Public Utilities Commission complaints

BACKGROUND CHECK & VERIFICATION

This opportunity requires:

• Background Check (must be completed within 3 business days)

• Random background checks during servicing

• Photo ID Verification

• Daily facial authentication for virtual classroom entry

If your credit is frozen, you must temporarily lift the freeze with Experian for at least 10 days.

Failure to complete any enrollment requirement will result in removal from class.

ENROLLMENT ELIGIBILITY

You do NOT qualify if:

• You have a termination for cause or breach of SOW

• You are already enrolled or interested in another opportunity

• You have dropped or failed certification within the last 60 days

• You have 3 drops/fails in a 12-month period

• You are located in: Delaware, Hawaii, Indiana, Michigan, Nevada, or New Mexico

Important Reminder

This Program Announcement is a summary only. The official SOW governs all terms.

You are strongly encouraged to attend every certification session. Failure to notify your instructor of absences may result in removal from class.