Energy Customer Support Advisor

1 month ago

Avon, United States Agvance Full time

Energy Customer Support Advisor

Position Summary

* Full Time, salaried position * Hybrid work schedule * Use problem solving skills to research and assist customers and SSI staff * Learn the integral operations of the Agvance Energy suite of products * Train customers - a key element in providing a superior customer experience * Analyze business processes, reports and information * Participate in a variety of tasks including program testing and project assignments

Job Responsibilities

* New Customer Support Advisors participate in several months of training before taking customer inquiries on their own * After initial training, stay informed of changes by reviewing documentation * Investigate unfamiliar features of Agvance Energy * Respond to customer inquiries related to various areas of Agvance Energy * Log the resolution in customer tracking software with enough detail to be meaningful to others. * Log time associated with the inquiry in a timely manner * Customer inquiries can vary in difficulty and sometimes require research and testing of the functionality of Agvance Energy * Review of regulations regarding governing activities in the customer's region of the county is sometimes necessary * User training is a key element in providing a superior customer experience. Training may occur in our SSI training facility, at the customer site or remotely via the Internet. * Escalate calls to appropriate resources as needed * Senior members of this staff serve as mentors and high-level resource to less experienced team members. * Learn the integral operation of the Agvance Energy modules/features

Experience / Skills Required

* Committed to providing an excellent customer experience * Strong organizational and time management skills * Ability to multitask and prioritize work * Excellent communication skills (written, verbal and listening) * Gather and analyze information skillfully * Demonstrate accuracy and thoroughness * Works well in a team environment * Self-motivated * General business acumen

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