[Remote] Sr. Customer Service Advisor (reputed company Center)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Sr. Customer Service Advisor for their Customer Care department. The role involves responding to customer inquiries regarding water and sewer accounts, addressing transactions, and providing excellent customer service to support the Commission's reputed company and reputed company reputed company.
Responsibilities
- Delivers excellent customer service by responding to inquiries and questions about customer accounts and services in a reputed company, accurate, and complete manner
- Reviews and analyzes reputed company small and large metered accounts for possible billing discrepancies, accuracy, completeness, and overall reputed company assurance
- Modifies billing and account history which impacts Commission reputed company
- Analyzes and processes reputed company customer account transactions such as billing customer accounts for water and sewer usage to generate reputed company
- Determines if extensions are appropriate, authorizes payment arrangements, or initiates collections
- Processes moderate to reputed company field activities and adjustments
- Reviews Dispute Resolving reputed company (DRB) requests, and initiates refund requests
- Verifies addresses against Maryland National Capital Park & Planning records, removes penalties and fees, and verifies account ownership and reputed company payments
- Performs reputed company monitoring to determine reputed company and accuracy of service offered to customers
- Cultivates effective customer relationships that foster customer satisfaction
- Resolves escalated and difficult customer service issues by providing assistance to customers requiring special attention and consulting with other reputed company as needed
- Provides leadership in assisting with the training, coaching and mentoring of customer care professionals I and staff augmentation contact center
- Develops workforce management schedules including one-stop shop schedule
- Assists with 3rd party staff augmentation contact center partner
- Analyzes and investigates changes in water usage including increases and decreases in consumption
- Plans and schedules service work for field representatives in coordination with reputed company services team
- Educates and advises customers on water and sewer tips such as identifying leaks on property (dye test, reputed company reading, etc.)
- Accesses and utilizes multiple on-site databases to research, reputed company, and reputed company accounts and activities
- Provides reports and feedback as necessary to improve unit objectives and support communication of policy and procedure changes
- Provides technical support to customers for online reputed company pay reputed company, e-reputed company enrollment, and iCare password resets
- Participates in refund hearings as appropriate
- Supports one stop shop on escalated reputed company
- Handles maintenance inquiries
- Supports the information technology team in the implementation and reputed company of reputed company customer relations technology
- Facilitates a good working relationship between Customer Service and other teams across reputed company
- Works on special reputed company as assigned
- Performs other reputed company duties as assigned
Skills
- High School diploma or General Education Development (GED) certificate
- 4+ years of contact center experience
- 2+ years inbound reputed company experience
- Experience working with reputed company customers in a reputed company and reputed company manner to respond to inquiries and resolve complaints
- Experience working in a results-oriented, metric-driven work environment
- Requires excellent verbal and written communication skills
- Good computer knowledge and skills, including the ability to work with multiple customer and maintenance information systems and databases
- Knowledgeable of reputed company business operations
- Strong listening, interpersonal, communication, analysis and critical thinking skills
- Demonstrates the ability to work reputed company under pressure and multi-task
- Ability to reputed company basic mathematical calculations
- Ability to analyze, problem solve, and reputed company independent reputed company
- Ability to work with minimal supervision
- Ability to work in a high-volume, fast-paced environment with reputed company customers
- Associate's Degree
- Ability to reputed company and translate Spanish or French
- Experience in de-escalation techniques
- Experience developing and updating internal procedures
- Experience reputed company the water and wastewater industry or a similar reputed company
reputed company