[Hiring] Customer Service Representative @The Bergaila Companies

Role Description

We are seeking a Customer Service Representative for a remote assignment. The selected candidate will help handle all inbound calls and email requests in a timely manner from a work-from-home assignment. Hours could start as early as 4:00am and as late as 2:30pm AZ time; Candidates must be able to work any shift including Night Shift, Saturdays and Sundays.

This position can work remotely

Responsibilities

• Answer phones, emails and chats professionally; provide services related to facilities, cities, water and sanitation issues
• Research required information using all available resources
• Handle and resolve customer complaints, process orders, forms and applications
• Identify and escalate priority issues, route calls to appropriate resources
• Follow up on customer calls, including callbacks to appropriate parties
• Complete call reports and maintain minimum acceptable department standards and goals for attendance and productivity
• May work outbound call campaigns for specific utility clients or serve as a dedicated agent for a specific client
• Coordinate responses between vendors and customers; work with internal and external vendors
• Enter, dispatch and complete customer work orders via various software systems; escalate issues as needed
• Record audio announcements for clients to update callers on statuses
• Utilize translation services when necessary
• Make outbound calls and follow up on unresolved inquiries using escalation steps
• Recognize and document trends in customer calls, alert account lead or managers of potential issues
• Notify technical support of system issues; escalate work stoppages as priorities
• May be asked/required to work overtime as needed depending on technical, staffing or client related issues
• Perform additional duties as assigned

Qualifications

• High School Diploma or GED
• 2 - 4 years call center experience is required
• Proficient with Outlook, Word, Excel and Teams