Customer Service Representative - North Shore, Pittsburgh

About the role

As a Customer Service Representative, you will serve as a key point of contact for our customers, delivering exceptional service while addressing a wide range of customer needs.

Responsibilities

• Independently respond to and resolve customer questions, concerns, and complaints via calls and correspondence.
• Provide prompt and accurate service to promote an excellent customer experience while utilizing complex computer systems.
• Identify, review and resolve complex billing issues including errors.
• Perform credit identification for new applicants.
• Schedule service orders to address service issues including emergency orders.
• Assess customer needs and educate customers on procedures and services.
• Clarify information, research every issue and provide solutions and alternatives.
• Enter customer meter reads utilizing complex SAP system to identify, track and document correspondence, issues, actions, and resolutions.
• Provide administrative and clerical support as needed within the Customer Service Center.

Requirements

Successful candidates will possess the following knowledge and skills:

• Excellent PC skills including mouse navigation, computer software skills (such as Microsoft Office).
• Able to operate computerized and standard office equipment.
• Must be proficient in all computer applications including Outlook email.
• Able to work and multi-task in a high volume and fast paced environment.
• Excellent written & verbal communication & interpersonal skills; able to address complex customer needs and determine appropriate action independently.
• Strong negotiations skills to resolve problems.
• Able to utilize multiple screens and systems to resolve customer inquiries.
• Able to follow procedures, process work load and help customers, while using independent thinking and good judgment.
• Organized, detail oriented, exercise discretion while operating within complex PUC regulatory requirements.
• Able to maintain professional disposition during diverse & stressful conditions.
• Reliable, regular attendance is an essential function of this job.

Qualifications

High school diploma or equivalent. Previous experience in a customer service role is preferred but not required.

Skills

• Excellent PC skills including mouse navigation, computer software skills (such as Microsoft Office).
• Able to operate computerized and standard office equipment.
• Proficient in all computer applications including Outlook email.
• Strong written & verbal communication & interpersonal skills.
• Strong negotiation skills.
• Ability to utilize multiple screens and systems to resolve customer inquiries.
• Ability to follow procedures, process work load and help customers, while using independent thinking and good judgment.

Benefits

We offer a comprehensive benefits package starting on Day 1, including:

• Opportunity to increase starting pay to $24+/hour within 18 months.
• Comprehensive benefits starting on Day 1.
• Paid time off.
• Career growth and advancement opportunities.
• A supportive team environment with long-term stability.

Pay

$20+/hour starting pay, with potential for increase to $24+/hour within 18 months.

Schedule

Consistent daytime schedules.