Customer Service Representative 2

Nesco Resource•Tucson, AZ

9d•Onsite

About The Position

The Customer Service Representative 2 provides journey-level customer service by telephone and in person, handling complex requests that require independent judgment and interpretation of policies and procedures. The role supports customers with product, service, account, transaction, licensing, registration, title, permit, and program-eligibility questions. It also processes customer requests, resolves complaints and billing or service disputes, maintains accurate records, and escalates unresolved concerns when needed. The position involves researching customer issues, handling sensitive information with discretion, processing payments and deposits, and preparing service-related documentation using computerized systems. Customer transactions and requests must be completed accurately, efficiently, and in accordance with established policies and procedures.

Requirements

At least one year of customer service experience.

Responsibilities

Provide customer service by telephone and in person and respond to inquiries about products, services, account information, and transactions.
Process customer requests, including order entry, account cancellations, and service modifications.
Provide information and assistance about licenses, registrations, titles, permits, and program eligibility requirements.
Investigate customer concerns, research policies and procedures, and implement appropriate solutions to complaints and service issues.
Maintain accurate records of customer interactions, inquiries, complaints, comments, transactions, and resolution actions.
Resolve billing and service disputes by processing refunds, exchanging merchandise, adjusting bills, or coordinating other corrective actions.
Prepare and process contracts, change-of-address requests, service discontinuance orders, and other documentation using computerized systems.
Escalate unresolved customer complaints and grievances to appropriate departments.
Calculate service fees, collect payments and deposits, and coordinate billing arrangements.
Contact customers with updates, respond to inquiries, communicate investigation findings, and explain recommended or approved adjustments.
Perform complex journey-level customer service functions using independent judgment and interpreting policies and procedures.
Research and analyze customer issues, compile relevant information, and determine appropriate actions while exercising discretion with confidential or sensitive information.
Receive and process payments, reconcile cash receipts against established records, verify balances, and prepare daily deposits for delivery to the bank or State Treasurer's Office.
Ensure customer transactions and service requests are processed accurately, efficiently, and in accordance with established policies and procedures.