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.
  • 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.

Additional Information:

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