Customer Support Representative - The Woodlands, TX

Centric Services, Inc.•The Woodlands, TX

6h•Onsite

About The Position

The Customer Support Representative is responsible for providing exceptional customer service and support throughout the customer lifecycle. This position serves as a primary point of contact for Centric customers and is responsible for processing customer requests, maintaining accurate account information, assisting with customer onboarding and terminations, and resolving questions or issues related to gas service and billing. The role also involves upholding company values, ensuring safe and compliant operations, and fostering a positive work environment.

Requirements

High School Diploma or GED.
2+ years of related customer service, customer support, call center, utility, or administrative experience.
Experience handling customer requests and maintaining accurate customer records.
Strong customer service and communication skills, with the ability to communicate clearly and professionally with customers by phone, email, and online channels.
Familiarity with customer service best practices, processes, and procedures.
Proficiency in computer and software applications, including Microsoft Office.
Ability to learn and effectively use CRM, customer account, billing, and online portal systems.
Strong problem-solving and conflict-resolution skills.
Ability to maintain professionalism and a positive attitude when handling difficult or dissatisfied customers.
Strong organizational, time-management, and follow-up skills.
Ability to work independently while also contributing effectively to a team.

Nice To Haves

2+ years of customer service or customer support experience
Experience with a CRM system.
Bilingual in English and Spanish is preferred

Responsibilities

Serve as a primary point of contact for Centric customers, providing timely, professional, and accurate support by phone, email, and other approved communication channels.
Process customer requests throughout the account lifecycle, including new service applications, account changes, service transfers, terminations, and other account-related requests in accordance with established procedures.
Manage the customer onboarding process, ensuring applications and required information are accurately completed and processed.
Assist customers with registering for and accessing the Centric online customer portal, including providing step-by-step guidance, troubleshooting common access issues, and explaining available self-service features.
Manage a high volume of incoming calls and customer requests while meeting established customer service, quality, and response-time standards.
Provide clear and accurate information regarding gas service, account requirements, billing, due dates, payment methods, and other customer account matters.
Maintain accurate customer account records by processing account updates, documenting customer interactions, and recording the status and resolution of requests.
Handle customer concerns and complaints professionally and empathetically, identify appropriate solutions or alternatives, and follow up as needed to ensure resolution.
Coordinate with internal departments and operational teams to resolve customer requests that require additional support, information, or action.
Follow established communication procedures, guidelines, policies, and customer service standards while protecting the confidentiality of customer information.
Maintain established inbound call and customer service KPIs as directed by the supervisor.
Contribute to a positive, collaborative, and solutions-oriented team environment while demonstrating accountability and professionalism.
Demonstrate flexibility and willingness to learn additional responsibilities, systems, and processes as Centric continues to grow.
Perform other duties and responsibilities as assigned.