Customer Service Representative II

TEKsystems•Gastonia, NC

2d•Onsite

About The Position

The Customer Care Representative I role serves as the frontline connection between the company and its customers, handling inbound calls to answer questions, resolve issues, and provide guidance on billing, payments, service requests, and credit-related concerns. The role requires delivering professional, empathetic, and efficient service while de‑escalating difficult situations, negotiating payment arrangements within regulatory guidelines, and ensuring accurate documentation across customer accounts. Representatives must work effectively in a fast‑paced, high-volume environment, leveraging customer information systems and basic office technologies, while meeting quality, productivity, and customer satisfaction targets. The position emphasizes customer centricity, sound judgment, teamwork, flexibility in scheduling, and alignment with company values of safety, integrity, respect, inclusion, and high performance.

Requirements

Proven verbal and written communication skills.
Ability to exercise good judgment with minimal supervision.
Excellent analytical skills, decision making ability, negotiation and problem-solving skills.
Must have basic knowledge of computers, including Customer Information Systems, Microsoft Office products (Word, Excel, Outlook, etc.).
A basic understanding of organization/department/section policies/procedures.
A basic understanding of billing, rates, credit, energy usage, and customer accounts.
Demonstrate the ability to de-escalate a call with irate and difficult customers.
Identify and resolve basic routine issues.
Work varying shifts, nights, weekends and during emergency situations.
Ability to multitask effectively, complete a variety of tasks concurrently, and work under pressure.
Excellent interpersonal skills and ability to function within a team.
Punctual and ability to plan and use time effectively.
Flexibility with respect to shifts.

Nice To Haves

Three or more years of customer contact experience
Understanding of company’s intent to be the first-choice of Customers, needs of the business and the related Customer Care Operations need to deliver on that intent.
Bilingual English/Spanish

Responsibilities

Respond professionally and efficiently to incoming calls and establish a relationship of trust with customers.
Listen and understand customers’ needs; provide on the spot solutions in an efficient & courteous manner.
Operate according to performance standards, regulatory requirements and expectations to ensure customer service quality, effectiveness, and efficiency.
Learn and leverage customer information system, as well as other applications daily.
Assist customers with credit difficulties, termination of service notices and possible gas-related emergencies.
Use clearly defined rules and guidelines to negotiate payment plans that meet regulatory requirements, and make appropriate referrals to internal or external departments/agencies for additional assistance.
Complete accurate work reflective of all processes, procedures, and follow-up for the type of customer account being worked.
Achieve customer satisfaction, quality, and productivity levels in accordance with operational targets.
Perform related administrative tasks, as the need arises.
Live to the company Values of Safety, Integrity, Respect, Inclusion and High Performance.