Customer Service Representative

Role Overview

• 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

Requirements

• 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

Benefits

• Fully remote work environment
• Collaborative and supportive team
• Opportunities for professional growth and development
• A culture focused on teamwork, innovation, and exceptional customer service
• The opportunity to make a meaningful impact by helping customers every day