Title : Customer Service Representative

Terms of Employment

• W2 Contract, 12 Months (Likely Extension / Possible Conversion)

• This is a hybrid position - 1 Day onsite in a week

• Candidates must be comfortable working onsite in downtown Houston, TX on Wednesdays.
• Mondays, Tuesdays, Thursdays and Fridays are remote.

Overview & Responsibilities

We are seeking a dedicated and detail-oriented professional to join a Customer Care Escalations Team within the retail energy industry. This role focuses on handling complex customer account maintenance issues that have been escalated from Tier I support. The individual will manage and resolve customer cases through Salesforce, primarily addressing billing-related concerns. This is a non-phone role, requiring strong analytical and problem-solving skills to investigate and resolve customer issues effectively. Key responsibilities include:

• Managing and resolving escalated customer cases in Salesforce, primarily related to billing issues

• Reviewing account information and performing account maintenance tasks to ensure accuracy and customer satisfaction

• Collaborating with internal teams to address and resolve customer concerns in a timely manner

• Tracking and updating case statuses and documenting resolutions within Salesforce

• Identifying trends in escalated issues and recommending process improvements

• Prioritizing workload to meet service level agreements and deadlines

• Assisting with data analysis and reporting using Microsoft Excel

Required Skills & Experience

• Proven experience handling escalated customer service issues in a professional setting

• Experience in the retail energy industry

• Proficiency in Microsoft Office, with a strong focus on Excel for data tracking and reporting

• Excellent problem-solving skills with the ability to analyze and resolve complex issues

• Strong organizational and time management skills with the ability to prioritize tasks

• Self-motivated and driven to meet and exceed performance expectations

Preferred Skills & Experience

• Hands-on experience using Salesforce for case management

• Familiarity with Order-to-Cash (O2C) processes, particularly billing and account management