Note: The job is a remote job and is open to candidates in USA. The Coastal Star is a monthly newspaper covering the South Florida coastal communities. They are seeking a Customer Service Representative to provide professional and efficient customer service in a call center environment, handling customer inquiries and requests related to billing and service orders.
Responsibilities
- Ensure customer calls/contacts, billing, field orders, and other customer service functions, are handled effectively, timely, and efficiently in a knowledgeable and positive manner
- Receives, investigates and resolves customer calls, emails, complaints and inquiries pertaining to billing, and other customer service functions
- Responsible to achieve customer service metrics and satisfaction levels
- Ensure all service orders are complete and entered into the CIS
- Assist with routing new development for meter reading and entry into CIS
- Professionally perform reception and cashiering functions
- Process customer payments, prepare daily deposits, maintain cash reports
- Prepare billing adjustments
- Efficiently and accurately prepares, updates, maintains and files a variety of customer billing information, service orders, data, reports, and the like
- Promotes/explains company initiatives, programs, and processes to customers, and obtains appropriate information from customers (ACH, e-billing, conservation, etc.)
- Performs other similar or less skilled work as assigned. Assists employees of a higher classification as assigned
Skills
- High School diploma or GED
- Some experience in a related position and environment preferred
- Fine-tuned organizational, interpersonal, and problem solving skills to create positive interactions with customers to include:
- Strong communication (oral and written) and listening skills to understand the customer's situation and respond effectively by phone, email, in writing, or in person, in a helpful and professional manner
- Practiced problem solving and critical thinking skills to determine solutions to a customer's problem resolving issues effectively
- Ability to communicate escalated questions and or issues to the Lead CSR or Supervisor effectively
- Demonstrates patience and politeness, especially when interacting with difficult or irate customers
- Ability to work in a team environment in a cooperative and dependable manner in order to achieve internal customer satisfaction and meet company goals
- Flexibility - ability to fill-in as needed to cover critical tasks/roles
- Attention to detail in order to follow company processes and Commission rules
- Integrity – ability to maintain confidentiality of customer information
- Ability to prioritize and manage multiple competing work priorities successfully
- Ability to function in the digital world, using computer, laptop, tablet, smart phone devices and software to communicate and perform and record work
- Proficiency with Google Suite is a plus
Company Overview