Summary

Customer Support Specialist receive inbound phone, chat or email inquiries from various constituents requiring assistance with utility billing related issues. Specialists quickly respond to the call, chat or email, diagnose the issue, accurately record all issues in the CRM tool, and provide a solution or follow appropriate escalation path.

Primary Responsibilities

• Focus on inbound phone, email or chat interactions with customers
• Document customer interactions through the ticket management system
• Document product knowledge solutions
• Troubleshoot integrated products to isolate issues to root cause
• Provide training to customers that require how to session and walkthroughs
• Leverage understanding of the industry, customer’s portfolio of products, and their business processes to deliver a personalized experience with every interaction
• Manage situations that require real-time solutions and setting clear expectations on resolution plans
• Ability to establish relationships and trust with customers during their interactions
• Success is measured on Customer satisfaction score, quality assurance score, escalation success rate, first call resolution
• Maintain a high first contact resolution rate for client issues
Achieve or exceed minimum service levels
Perform additional duties as required

Requirements

• Exceptional customer service skills required
• 3-5 years’ experience providing high quality Customer service and Technical support or bachelor’s degree
• Strong business writing skills
• Strong interpersonal communication skills
• Technical certifications including N+, A+, CCNA, etc.
• Microsoft operating system knowledge
• Ability to troubleshoot hardware
• Analytical with the ability to problem solve
• Understanding of networking (routers, networks, etc.)
• Fluency in Spanish is a plus
• Highly energetic and self-motivated - going above and beyond for clients is required.
• Resourceful, creative, and able to think outside of the box
• Willing to take on additional responsibilities
• Experience in utility billing, multi or single-family housing preferred
Ability to work a flexible schedule
Occasional overtime may be requested

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