Customer Service Specialist II-2
About The Position
With a general knowledge of the Company’s services and processes, the Customer Service Specialist works under the general supervision of the Customer Service Supervisor to deliver high-quality service to customers. The role handles routine residential and commercial customer service calls, new residential sales, inquiries, requests, and complaints that are generally of moderate complexity and require limited research or investigation. The Specialist provides prompt, respectful, and courteous service to resolve customer concerns. The position responds to customer service matters, communicates with customers and internal associates, documents interactions, and enters service data into computer systems for billing and scheduling. It also involves reviewing individual performance metrics with a manager and performing other job-related duties as required.
Requirements
- High school diploma or GED.
- At least six months of prior customer service experience in a high-volume call center environment.
Responsibilities
- Respond promptly and accurately to routine residential and commercial customer service calls, handling service issues respectfully and professionally.
- Address routine service matters, including contractual obligations, billing questions, cancellations, price increases, and equipment issues; make outbound calls or use other communications as needed to resolve issues.
- Return internal and external calls, emails, and faxes promptly, ensuring customer concerns are understood, addressed, and resolved efficiently and completely.
- Review individual performance metric reports and action plans with a manager to understand individual performance.
- Enter service data into computer systems for billing and scheduling purposes.
- Log customer service interactions in company systems and update records accurately and promptly so associates can track inquiries and resolutions.
- Perform other job-related duties as required.
Benefits
- Comprehensive medical benefits coverage, dental plans, and vision coverage.
- Health care and dependent care spending accounts.
- Short- and long-term disability coverage.
- Life insurance and accidental death and dismemberment insurance.
- Employee and Family Assistance Program (EAP).
- Employee discount programs.
- 401(k) plan with a company match.
- Employee Stock Purchase Plan (ESPP).
- Paid Time Off (PTO).
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
