Customer Service Representative

2 weeks ago

San Antonio, Texas, United States Dalkia US Full time
Job Summary:

The Customer Service Representative will be responsible for providing exceptional customer service to our clients by responding to inquiries, resolving issues, and ensuring customer satisfaction.

Key Responsibilities:
  • Customer Interaction: Respond to customer inquiries via phone, email, live chat, or in person, addressing questions about service availability, streetlight installation, maintenance, billing, and outages.
  • Service Support: Log customer complaints, troubleshoot issues, and escalate more complex concerns to the technical support or operations teams, scheduling maintenance requests and following up on service timelines.
  • Customer Records Management: Accurately document customer interactions, service requests, and issue resolutions in the customer management system, ensuring all records are updated and complete for future reference and reporting.
  • Problem Solving and Conflict Resolution: Handle difficult customer situations with patience and professionalism, collaborating with other departments to ensure customer issues are resolved promptly and effectively.
  • Compliance and Knowledge Maintenance: Stay informed about company policies, service updates, and any regulatory changes that impact customer service, ensuring adherence to utility regulations and standards related to customer interactions and information management.
Requirements:
  • High school diploma or equivalent; some college education preferred.
  • 1-2 years of experience in customer service, preferably in a utility, telecommunications, or service-oriented company.
  • Strong communication skills, both written and verbal.
  • Proficiency in customer management software and Microsoft Office Suite.
  • Problem-solving skills and the ability to handle customer complaints with patience and tact.
  • Ability to work in a fast-paced environment and manage multiple tasks effectively.
Competencies:
  • Customer-focused with a proactive approach to problem-solving.
  • Excellent interpersonal skills and the ability to build rapport with customers.
  • Strong attention to detail and organizational skills.
  • Ability to adapt to changes in the utility industry and customer service technologies.
Benefits:

Competitive salary and benefits package, including medical, dental, vision, life, STD, LTD insurance, 401k retirement plan, PTO, Holiday pay, and opportunities for professional development.

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