Customer Service Representative
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Job Description
Customer Service Representative assisting multifamily property owners with utility billing questions and providing support. Resolving inquiries and ensuring customer satisfaction in a fully remote work environment.
Responsibilities:
- 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
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