Role Summary: The CSR responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution. Resolves mostly routine and some non-routine, more complex problems and communicates solutions or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed. Uses internal applications and databases to record activities and research product information. This role requires bilingual fluency in English/Spanish. Job Responsibilities: Customer Interaction: * Respond to customer inquiries via phone, email, live chat, or in person. * Address questions about service availability, streetlight installation, maintenance, billing, and outages. * Provide timely and accurate information regarding the status of service requests. * Assist customers in reporting issues with streetlight functionality (e.g., outages, flickering lights, or damaged infrastructure). Service Support: * Log customer complaints, troubleshoot issues, and escalate more complex concerns to the technical support or operations teams. * Schedule maintenance requests and follow up on service timelines. * Offer guidance on energy efficiency programs, payment options, and radiance solutions provided by the company. Customer Records Management: * Accurately document customer interactions, service requests, and issue resolutions in the customer management system. * Ensure all records are updated and complete for future reference and reporting. Problem Solving and Conflict Resolution: * Handle difficult customer situations with patience and professionalism. * Collaborate with other departments to ensure customer issues are resolved promptly and effectively. * Maintain a customer-first attitude, ensuring all inquiries are resolved to the customer’s satisfaction. Compliance and Knowledge Maintenance: * Stay informed about company policies, service updates, and any regulatory changes that impact customer service. * Ensure adherence to utility regulations and standards related to customer interactions and information management. Preferred skills & Qualifications: * High school diploma or equivalent; some college education preferred. * 1-2 years of experience in customer service, preferably in a utility, telecommunications, or service-oriented company. * Strong communication skills, both written and verbal. * Proficiency in customer management software and Microsoft Office Suite. * Problem-solving skills and the ability to handle customer complaints with patience and tact. * Ability to work in a fast-paced environment and manage multiple tasks effectively. * Knowledge of street lighting systems or public utility operations is a plus. Key Competencies: * Customer-focused with a proactive approach to problem-solving. * Excellent interpersonal skills and the ability to build rapport with customers. * Strong attention to detail and organizational skills. * Ability to adapt to changes in the utility industry and customer service technologies. On-site: San Antonio Texas Salary: Competitive and commensurate with experience. Benefits include medical, dental, vision, life, STD, LTD insurance, 401k retirement plan, PTO, Holiday pay and opportunities for professional development.
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