NITOR BILLING SERVICES, LLC provides billing services and customer support to small utilities. We are a growing company looking for team members that enjoy solving customer issues, are comfortable using technology and the internet, value the flexibility of working from home, and demonstrate personal drive and responsibility.

Our customer support services team is responsible for responding to customer calls and emails to answer questions about bills, rates, starting or stopping service, and other general questions about the utility service and documenting all interactions to the customer account.

POSITION SUMMARY  The Customer Support Representative (CSR) responsibilities include answering phone calls with our Virtual Call Center software, responding to voicemail, responding to email from customers who contact us with questions about their account, updating the online billing system with a summary of the customer contact and updating customer information as needed.  The position supports customers across a number of water & wastewater utilities. Each utility has a toll-free number which rings directly to Customer Support. The CSRs work remotely. The company hours of operation are 24/7.The company provides a laptop with necessary software, a headset which connects to the laptop to answer calls from customers, a keyboard and mouse.

 POSITION RESPONSIBILITIES

The Customer Support Representative is responsible for answering all phone calls and provides accurate, satisfactory answers to customer queries and concerns. The Customer Support Representative is expected to de-escalate situations involving dissatisfied customers with patience and support. This position is also responsible for answering emails directly or by forwarding them to the appropriate person, as needed

The Customer Support Representative will have access to the online billing and customer information system so that they can look up current data about service and payments for each customer account including: view account info, update account info, enter notes and contact info

The Customer Support Representative will communicate directly with the Customer Experience Director, Customer Experience Manager and team leads as well as interact with our primary contact at the utility company when needed

The Customer Support Representative will record information in customer accounts as needed (for example, updated billing information, letters sent to the customer, etc.)

SUMMARY OF BASIC RESPONSIBILITIES INCLUDES

• Phone/Email - answer incoming calls and emails, and record all customer interaction in the customer information system
• Update Account Info by adding phone numbers and emails to the customer information system when customers provide them
• Provide Account Balance, Invoice Information, and Payment Information to customer
• Provide Payment Address/Options (mailing address or online payment instructions)
• Email Start/Stop Service Forms to Customers as needed
• Forward Complaints, Problems, or Requests to the appropriate person
• Provide Rate information to customers
• Record information into customer accounts as needed
• Review customer notes and information provided with payments

 POSITION RESPONSIBILITIES (CONTINUED)

• The Customer Service Representative is expected to collaborate with other call center professionals to improve customer service
• Other customer service project work may be requested

SKILLS & EXPERIENCE

• Effective and professional communication skills, both written and oral
• Exceptional Customer Service skills, including effective active listening skills, the ability to remain flexible and calm in high-pressure or continually changing situations
• Troubleshooting and problem-solving skills
• Strong organizational skills, including the ability to prioritize issues for escalation to management and work on multiple tasks throughout the day
• Self-starter able to manage this position and the flexible schedule working from their home office
• Ability to work with web-based email and office software (for example, Google Apps and Email, Microsoft Excel, etc.)
• Ability to work in multiple technology systems to provide service to the customer
• One year in a customer-facing role
• A college degree is preferred, but not required

COMPETENCIES

• Excellent written and oral communicator
• Flexible and adaptable to changing situations
• Demonstrates initiative to solve customer problems
• Empathy and patience
• Resilient and able to remain calm under pressure
• Team player