Answer inbound customer calls, emails, and support tickets
Assist customers with utility billing questions, account maintenance, and payment inquiries
Resolve customer concerns while providing exceptional service
Research customer accounts and accurately document interactions
Process payments, forms, and service requests
Escalate complex issues to the appropriate internal teams
Maintain accurate customer records and follow up on outstanding requests
Collaborate with internal departments to ensure timely issue resolution
Meet departmental goals for quality, accuracy, and response times
Contribute to continuous process improvement and provide feedback to enhance the customer experience

12 years of customer service experience
Excellent verbal and written communication skills
Strong problem-solving and critical thinking abilities
Comfortable navigating multiple computer systems and Microsoft Office
Highly organized with strong attention to detail
Ability to manage multiple priorities in a fast-paced environment
Self-motivated with the ability to work independently in a remote setting
Commitment to providing exceptional customer service and building positive customer relationships
Preferred Qualifications: Bilingual (Spanish/English)
Experience in utility billing or the utility industry
Experience working in a call center or customer support environment
Experience using CRM or customer service software
Ability to work the 9:30 a.m. 6:00 p.m. Pacific Time schedule

Customer Service Representative

Key skills