Customer Service Representative

As a Customer Service Representative (CSR), you will serve as the first point of contact for customers regarding gas, electric, and water utility services. You will manage customer inquiries, resolve service issues, provide account information, and ensure the highest level of service and satisfaction. This role requires excellent communication skills, problem-solving abilities, and a commitment to delivering exceptional service in a fast-paced environment.

Key Responsibilities:

Customer Interaction:
- Provide timely and accurate information to customers regarding gas, electric, and water services.
- Address customer inquiries, concerns, and complaints via phone, email, or online chat in a professional and friendly manner.
- Ensure customer satisfaction by offering solutions to service issues, billing inquiries, or account-related questions.
- Assist customers with setting up new accounts, making changes to existing accounts, and processing payments.
Problem Resolution:
- Identify and resolve customer issues related to billing, outages, service disruptions, and technical concerns.
- Collaborate with field service teams to coordinate timely repairs or service calls.
- Escalate complex issues to senior staff or management as needed for resolution.
Service Enhancements:
- Promote utility programs, products, and services to customers based on needs.
- Provide guidance on energy efficiency, conservation tips, and utility programs available to customers.
Compliance & Documentation:
- Ensure compliance with all utility regulations, policies, and procedures.
- Keep up-to-date with changes in utility service offerings, rates, and industry standards.

Required Qualifications:

High School diploma or equivalent (Bachelor’s degree preferred).
2+ years of customer service experience, preferably in the utility or energy sector.
Strong verbal and written communication skills with the ability to convey information clearly and professionally.
Proven ability to handle challenging customer situations with empathy, patience, and tact.
Basic knowledge of utility systems (gas, electric, and water) or the ability to learn quickly.
Experience with CRM systems and Microsoft Office Suite (Word, Excel, Outlook).
Strong attention to detail and ability to maintain accurate records.
Ability to work independently and as part of a team in a fast-paced environment.

Preferred Qualifications: