COMPANY SUMMARY
Irby Utilities is one of the three largest electrical utility distribution companies in the United States, with over $1 Billion in annual sales and over 500 employees across more than 45 branches in 27 states. Irby Utilities has experienced incredible growth over the past five years. This presents many outstanding career & development opportunities throughout the country in various locations such as: Jackson, Dallas/Ft. Worth, Orlando, Syracuse, Nashville, Denver, Salt Lake City, Portland, and Minneapolis.
Irby was a pioneer in the early days of the electrical business, founded in 1926, and continues to be an industry leader in philanthropic involvement and community activity. Irby is also part of the Sonepar family of operating companies, consisting of the finest locally managed electrical and industrial distributors throughout the United States. Sonepar is the world leader in electrical distribution.
JOB DESCRIPTION
At Irby, we rely on knowledgeable professionals to interact with our valued customers when they have questions or concerns. We’re looking for a highly skilled Tier 2 call center representative to join our team. Tier 2 Call center techs will be responsible for Receiving inbound and responding to outbound calls, customer contacts including but not limited to voice, emails and online chat; providing information, technical advice and program guidance related to complex inquiries on Irby clients products and services including specialty products to residential and small business customers.
JOB RESPONSIBILITIES
- Handles Tier 2 customer contacts, escalated contacts from Tier 1 Agents, and overflow customer contacts including but not limited to voice, and emails; listens actively to determine customer needs and answers questions. Demonstrates courtesy, patience and professionalism while providing information to customers.
- Assists external users of Irby’s Clients online systems and applications by answering questions and solving problems involved in their service such as, but not limited to: customer outages, technical questions, password resets and other services that need attention.
- Provides first contact resolution as appropriate; confirms customer understanding of complex issues requiring advanced research; resolves inquiries in accordance with Customer Care Center service standards and guidelines.
- Researches information from various Irby software systems, internet, and manuals to answer inquiries and initiate call backs to customers pertaining to Irby client products and services using a telephone, computer, electronic reference tools, the internet, and manuals. Provides detailed information about Small Business products and services and conducts additional research as needed.
- Applies Irby customer service standards on each type of contact to suggest appropriate Irby products and services, to educate customers, and maximize up-sell opportunities.
- Investigates inquiries to determine status of outages and maintenance windows for all of the Irby Clients systems.
- Works collaboratively with other Call Center technicians (Tier 1&2), Supervisors and Management; determines which inquiries should be escalated or transferred and routes inquiries in a timely manner.
- Identifies and reports unusual or repetitive customer inquiries, complaints or areas of misinformation to team members and Supervisors.
- Documents and monitors the status of outstanding problems and ensures they are resolved; creates a record of the type of contact in a computerized tracking system for referral and historical purposes.
- In-depth knowledge of a company's products and/or services
- Adhering to all company policies and procedures.
- Other duties as assigned
JOB QUALIFICATIONS
- High School Diploma or equivalent.
- More education or experience may be preferred.
- Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
- Proficiency with computers, especially with CRM software, and strong typing skills.
- Strong time management and decision making skills.
- Adaptability and accountability.
- Proficient in relevant computer applications
- 1-3 years of experience in a call center environment
- Knowledge of customer service practices and principles
- Excellent data entry and typing skills
- Experience in dealing with the public.
- Excellent communication skills, including verbal with proper grammar.
- Ability to work with others in a close manner.
- A patient and empathetic attitude
- Adaptability and flexibility
- Comfortable working in fast-paced environments
- Troubleshooting skills, either basic or advanced, depending on the role and industry
EOE/M/F/DISABILITY/VETERAN
Required Skills
Required Experience