Lead Customer Support Specialist

2 weeks ago


Huntersville, North Carolina, United States Beacon Hill Full time
Position Overview
As a Senior Customer Service Representative at Beacon Hill, you will play a crucial role in ensuring exceptional service delivery to our electric customers. This position is a temp-to-perm opportunity with regular business hours from Monday to Friday, offering a competitive hourly wage based on experience.

Key Responsibilities
1. Deliver outstanding customer service in line with established policies and procedures.
2. Address all customer service inquiries and concerns, resolving issues effectively or escalating them as necessary.
3. Manage complex customer issues, providing support to Customer Service Representatives when needed.
4. Review and suggest updates to customer service policies and procedures.
5. Oversee the billing process for customers, ensuring accuracy and timeliness, while acting as a resource for the team.
6. Ensure that retail rate adjustments are accurately reflected in the billing system and verify bills post-adjustment.
7. Assist in scheduling customer service tasks and meter readings, maintaining an organized workflow.
8. Process financial transactions, including bank drafts and refunds, while maintaining accurate records.
9. Generate daily reports and assist in the coordination of customer communications.
10. Maintain thorough documentation of customer accounts and provide training support to team members.
11. Collaborate with the Business Office Supervisor during significant service interruptions to manage customer inquiries.

Physical Requirements
The role requires the ability to perform tasks in an office environment, including operating computers and related equipment. Occasionally, physical tasks may involve lifting or moving items up to 25 pounds.

Qualifications
A high school diploma or equivalent is required. Candidates should have a minimum of 2 years of experience in municipal electric systems and at least 3 years in customer service or billing systems. Experience in a fast-paced environment is preferred, along with a combination of relevant education and experience.

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