Customer Service Associate I

About the Role

The Customer Service Associate I is accountable for facilitating accurate resolution of internal and external inquiries and issues pertaining to processing for assigned clients. Responsible for timely response to inquiries and issues, while maintaining a high level of customer satisfaction.

Key Responsibilities

• Independently analyze issues and processes, and clearly communicate, both verbally and in writing, routine questions regarding processing issues and requests according to company defined procedures/standards.
• Research and analyze payment history and recognize when to contact vendors or customers to resolve exceptions and make payment decisions in a timely manner for all clients.
• Act as a positive representative of the company, both internally and externally, making customers and their needs the primary focus of one’s actions by helping to develop customer relationships.
• Keep management informed of significant issues that may require additional attention, or may threaten the account relationship, on a timely basis.
• Suggest changes and/or enhancements to existing procedures to improve service to clients and internal processes.
• Seek guidance from the appropriate resource on significant non-routine issues.
• Document and report on errors made by all other departments within the business unit.
• Work overtime as needed.
• Other duties as assigned.

Requirements & Tech Stack

• Good interpersonal skills that will maximize client responsiveness and facilitate development of a solid working relationship with both utility clients and other staff members.
• Strong organizational skills with the ability to handle multiple tasks simultaneously.
• Working knowledge of office equipment such as fax machine, copy machine, and telephone.
• Basic proficiency in Microsoft Office, specifically Excel.
• Excellent problem-solving skills and attention to detail.
• Ability to reconcile accounts with accurate mathematical results.

Qualifications

• College-level coursework in a general or business administration area or equivalent experience.
• Minimum 6 months customer service experience in a general business environment or equivalent experience.