Customer Advisor

My client is looking for a customer advisor. This role is a hybrid role in Audubon, PA. You will work 40 hours a week from 8-5 EST.

GENERAL POSITION SUMMARY:

The Customer Advisor provides customer service to account holders in client’s tracking system. The Advisor responds to customer inquiries, calling on support of subject matter experts in other departments as needed; supports contact management through analysis of call patterns and trends; and serves as the primary point of contact for account holders.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Need to have worked with a company’s tracking system.

Possess a working knowledge of the companies tracking system

As first line of support, the ideal candidate must be able to represent the company and ensure total customer satisfaction.

Receives incoming telephone calls or emails and processes basic and some broader inquiries and/or complaints.

Recognize the value of customer follow up and what situations warrant what level of attention

Track activities and frequently asked questions to ensure accuracy and consistency in responses.

Possess ability to communicate with account holders and ensure total customer satisfaction.

Develop an understanding of the company’s acronyms and terminology

Relate well to all kinds of people; work effectively with individuals and groups at various levels in a constructive and collaborative manner; build and utilize effective working relationships in a matrix environment and across functional, departmental, and divisional reporting lines.

Understand client’s organizational structure and the business responsibilities within each area

Refers callers to more senior staff to resolve more complex questions.

Demonstrated success in a customer service function with the ability to adapt to new systems.

Motivated to learn and keep up to date on the company’s evolving business and technology platforms.

Work is routine and instructions are detailed, using established procedures, and working under immediate supervision.

Performs assigned tasks including administrative duties.

COMPETENCIES:

Complete knowledge and demonstration of the various responsibilities identified above.

Knowledge of Company:

General knowledge of company’s organizational structure, culture, philosophy, operating principles, values and code of conduct.

This position is responsible for acquiring a broader and more in-depth knowledge of the company.

Commitment:

Person must identify with the company’s system and be willing to devote the effort to get the job done, showing perseverance and focus in the face of obstacles.

Motivation and Independence:

Ability to achieve results, investigate problems, achieve deadlines with minimal supervisor direction. Enthusiasm for new assignments and attempting never-been-done-before projects.

Customer Focus:

Demonstrated customer focus and awareness of the importance of the customer in a service organization like this company. Demonstrates courtesy, tact, and effectiveness with others in every day working relationships.

Impact:

Ability to create a professional image/good impression. Conveys an air of confidence.

Interpersonal Skills:

Understanding and influencing people are important in achieving job responsibilities, causing action or understanding in others.

CHARACTERISTICS AND QUALIFICATIONS

This job requires judgment and sensitivity to customer needs. Feedback and suggestions on processes are needed. Works under minimum supervision; refers more complex problems to immediate supervisor or appropriate subject matter expert. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required:

Associates or more advanced degree or 1-2 years previous work experience in a customer relations function/role or strong experience in the industry.

Demonstrated understanding of the importance of customer service within an organization

A general understanding of electricity markets.

Working knowledge of the following applications:

MS Word

MS Excel

MS Outlook

PC and Internet

Ability to grow with position, increasing expertise, responsibility, and accountability.

Strong communication and problem-solving skills

Preferred:

Minimum of 2 years in a customer service-related position in high technology industry.

Demonstrated success in a customer service department with the ability to adapt to new systems.

Help design automated workflow processes.

Salesforce CRM experience