(CSS2)-Customer Support Specialist II Position Available In Jefferson, Alabama
Tallo's Job Summary: The Customer Support Specialist II position involves handling customer complaints and issues, providing accurate service to resolve problems promptly. Responsibilities include utilizing ERP systems to address billing concerns, educating customers on procedures, and collaborating with departments to address various service-related issues. Requirements include a high school diploma or equivalent, one year of relevant experience, and proficiency in Microsoft Office. This role does not involve supervision. Physical demands include standing, walking, and sitting for extended periods, with the ability to lift 25 pounds. The working environment is a moderate noise business office setting.
Job Description
Job Information Job Title:
Customer Support Specialist II Department:
Customer Support Services Reporting Relationship:
Superintendent FLSA Status:
Non-Exempt Grade:
F General Responsibilities:
Responsible for handling customers’ complaints and problems. Provide accurate customer service by taking the appropriate steps to resolve issues promptly. Demonstrate knowledge in dealing with customer issues in an ERP system about billing rules and standard processes. Utilize SAP/ERP system to identify problems that could delay customer billing. Educate customers on billing procedures and standards through outbound/inbound calls. .
Essential Job Functions:
Partner with departments to provide accurate information for all issues needing prompt attention regarding a broad variety of customer service/billing information
Analyze accounts and conduct other research, such as OTIS, to respond to inbound/outbound calls and emails from various departments
Identify and solve potential parties using water with no contract in SAP and take proper actions to ensure the organization doesn’t continue losing revenue
Identify and investigate account issues, such as high bills, and explain customers’ bills or services
Place outbound calls to customers regarding billing issues, and service order discrepancies and schedule the arrival of technicians for customer resolution
Place orders and note accounts regarding unsafe and or irregularities related to conditions affecting the organization’s service territory reported by technicians, call center or customers
Work on customers’ accounts from the BPEM case
Organize and maintain records of activities and other information related to the service territory
Assist service technicians and meter readers with the location of addresses, the status of accounts, and customers’ concerns or complaints related to the reading of billing via radio and telephone
Assist in keying and updating service orders
Provide technicians with notice of any issues or main breaks report by distribution and enter orders for main breaks, street leaks, etc
Follow up on service orders created for other departments to ensure the issue is resolved and coordinate with the technicians for order completion
Perform all work safely in accordance with established safety policies and procedures Comply with all safety and health standards and guidelines issued by management Perform other duties as assigned..
Essential Job Functions Con’t Essential Job Functions Con’t Education:
High School diploma or equivalent required. Associate degree preferred.
Certifications Valid Driver’s License required
Experience:
One (1) year of experience in customer service, clerical or administrative required. Excellent customer service, analytical, verbal and written communication skills. Excellent Microsoft Office 365 (Word, Excel and Outlook) skills. Ability to type at least 40 WPM preferred.
Supervision:
None
Physical Demands:
Ability to stand, walk or sit for extended periods
Reaching by excreting hand(s) or arms(s) in any direction
Finger dexterity is required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
Communication skills using the spoken word
Ability to see within normal parameters
Ability to hear within normal parameters
Ability to lift 25 pounds
Working Environment:
Moderate noise (business office)
