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Client Support Specialist
2 months ago
Key Responsibilities:
- Handle, investigate, and resolve escalated customer inquiries, complaints, and issues related to billing, collections, and various customer service operations.
- Process customer invoices, adjustments, and payments utilizing the billing software.
- Manage general phone inquiries, transferring calls, addressing questions, filing documents, and entering data accurately.
- Provide instructions to field technicians and coordinate dig safe calls, including tie sheets.
- Organize meter changes and work schedules for service technicians, along with timekeeping duties.
Qualifications:
- A High School Diploma or equivalent is mandatory.
Experience Required:
- 1-2 years of relevant experience in an office customer service environment.
Essential Skills:
- Strong telephone communication skills.
- Excellent interpersonal abilities.
- Proficient in computer operations, particularly Microsoft Word and Excel.
- Effective verbal and written communication skills.
- Strong problem-solving capabilities.
- Possession of a valid driver's license.
- Able to manage multiple tasks and prioritize effectively.
- Capable of working under pressure while meeting deadlines.
Core Responsibilities:
- 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 Service and Meter Technicians.
- Verify the completion of all service orders.
- Process customer payments, prepare daily financial deposits, and maintain cash reports.
- Open and distribute incoming correspondence.
- Maintain accurate customer records.
- Oversee active collections processes in line with business protocols.
- Calculate, process, and post customer billing adjustments as necessary.
- Comply with all company processes, procedures, and work rules.
- Perform additional clerical tasks as required.
Physical and Mental Requirements:
- Physical: Ability to sit for extended periods while using a computer.
- Sensory: Must be able to see, hear, and communicate clearly in English.
- Mental: Capability to read, write, and perform basic mathematical calculations.
- Being bilingual is a significant advantage but not a requirement.
Work Schedule:
- 40 hours per week.
- Monday to Friday, 8 AM to 5 PM with a one-hour lunch break; occasional Saturday work may be required.
