Customer Service Specialist

About the role

A Customer Service Specialist applies acquired knowledge of the industry, organization, services, and policies to provide efficient and courteous customer service by telephone and/or personal contact, ensuring services are delivered in accordance with established standards.

Responsibilities

• Answers the telephone or greets customers in person.
• Provides prompt and accurate information about collections, rates, billing, and account status.
• Addresses customer questions and resolves complaints through telephone service, computer data entry, billing, balancing, and reconciling customer payments.
• Communicates with customers, peers, supervisors, managers, and representatives from other departments regarding current customer service standards and service options.
• Maintains appropriate records, prepares requested reports, and performs related word processing, data entry, and/or clerical duties.
• Expedites communications and services between customers and co-workers (within or outside the immediate subsidiary) via radio, in person, or through written communications to coordinate services, records, and account status.
• Participates in training related to customer service work processes, procedures, skills, and safety to ensure optimum customer service.

Key Results Areas

• Prompt and courteous phone service:
  • Calls answered within 12 seconds of ringing.
  • Available in the assigned queue for 7.5 hours per day.
  • Speak clearly, pleasantly, and without rushing.
  • Answer with a smile.
• Pleasant customer interactions:
  • Listen to the customer’s issue and provide possible solutions.
  • Execute on commitments made to the customer.
  • Create customer issues and escalate them to the correct managers.
  • Follow up if necessary.
  • Return the customer’s call if promised.
• Accurate customer data:
  • Update customer information.
  • Create customer accounts, sites, and services correctly.
• Issue escalation:
  • District managers are copied on repeat service issues or trending issues in a geographic area.
• Encourage positive feedback:
  • Encourage customers to leave positive feedback or reviews on social media.

Requirements

• High School Diploma or GED preferred.
• Two years of related experience and/or training in office or public contact work.