Customer Service Representative

Aston Carter•Richmond, VA

1d•$20 - $21•Onsite

About The Position

We are seeking a dedicated Customer Service Representative to handle inbound calls, approximately 50 or more per day, depending on the volume. In this role, you will address a range of customer inquiries from basic to complex, including service activation and deactivation, payment queries, usage inquiries, and handling complaints. You will also be involved in processing gas and water usage data prior to billing, conducting investigations on abnormal usage, and performing monetary adjustments as needed. Additionally, you will prepare reports, manage special billing accounts, and gather data for new customers.

Requirements

2+ years of call center experience.
Proficiency in customer service best practices and procedures.
Proficiency in Microsoft Office, particularly Excel and Word.
Strong written communication skills and proper grammar.
Ability to handle inbound and outbound calls.
Analytical skills and problem-solving abilities.
Ability to work independently and bring solutions to supervisors.
Knowledge of older software systems, such as Banner CIS.

Nice To Haves

Experience in inside sales or sales-type volume from a call center.
Demonstrated ability to multi-task and manage time effectively.
Patience and attentiveness in handling customer interactions.
Ability to handle fast-paced and stressful situations.
Empathy and compassion in diffusing inflamed situations.

Responsibilities

Handle inbound calls, addressing customer inquiries and complaints.
Process gas and water usage data and conduct investigations on abnormal usage.
Perform monetary adjustments for customer-owned cooling towers and irrigation meters.
Prepare reports for special billing accounts.
Collect data for new customers, calculate deposits, and inform them of payment options.
Research and respond to customer inquiries, generate service orders, and contact other departments as needed.
Enter monetary adjustments when warranted.