Specialist Customer Service

Management level representative who assists external customers with routine requests, questions, and concerns regarding their service through research and resolution.

 

Key Roles and Responsibilities: May receive and/or places telephone calls which are non-routine and require deviation from standard screens, scripts, and procedures to handle any/all aspects of customer accounts, including solicitation, inquiries, and problem resolution. Resolves more complex residential/ business inquiries, complaints, and billing questions. Cultivates and maintains on-going customer relationships. Handles situations which may require adaptation of response or extensive research according to customer response. Uses computerized system for tracking, information gathering, and/or troubleshooting. May answer inquiries, resolve problems, promote and sell products/services, and/or enter or confirm sales. Requires extensive knowledge of company, products, and/or services. May require advanced problem solving and/or sophisticated sales techniques. May assess needs and suggest/promote alternative products or services. Requires ability to navigate a computerized data entry system or other relevant Uses computerized system for tracking, information gathering, and or troubleshooting; requires ability to navigate a computerized data entry system or other relevant applications.

 

Education: High School Diploma or GED preferred.

 

Experience: Typically requires 0 to 2 years relevant experience in area of responsibility. Supervisory: No.