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Client Support Specialist
2 months ago
General Responsibilities: Manage, investigate, and resolve escalated customer inquiries, complaints, and issues related to billing, collections, and various customer service functions. Process customer invoices, adjustments, and payments utilizing the billing software.
Key Duties:
- Handle general phone inquiries, transferring calls as necessary.
- Document and enter data accurately.
- Coordinate instructions for field technicians and arrange necessary safety calls.
- Schedule meter replacements and manage work calendars for service personnel.
- Oversee timekeeping responsibilities.
Qualifications:
- Education: High School Diploma or equivalent required.
- Experience: 1-2 years in an office customer service role.
- Skills: Exceptional telephone etiquette, strong interpersonal abilities, proficient in Microsoft Word and Excel, effective verbal and written communication skills, and solid problem-solving capabilities.
- Must possess a valid driver's license.
- Able to manage multiple tasks and prioritize effectively under pressure.
Nature & Scope:
Understand and adhere to the company's safety policies and procedures. Ensure all incoming calls are answered in accordance with company standards. Address all customer inquiries and complaints promptly. Schedule and relay service orders to the appropriate technicians. Ensure the completion of all service orders and process customer payments while maintaining accurate cash reports.
Open and sort incoming mail, maintain customer records, and manage the active collections process in line with business protocols. Calculate, process, and post customer billing adjustments while complying with all company policies and procedures.
Physical Requirements: Ability to sit for extended periods while viewing computer screens and using a keyboard and mouse. Must be able to see, hear, and communicate clearly in English. Basic reading, writing, and arithmetic skills are necessary. Bilingual capabilities are advantageous but not mandatory.
