Customer Service Representative

Bilingual Customer Service Representative

We are seeking a highly motivated and customer-focused Bilingual Customer Service Representative with proven experience in the utilities sector. In this role, you will provide exceptional customer service primarily over the phone. Key responsibilities include assisting customers with billing inquiries, setting up accounts, managing disconnection notices, processing payments, and resolving account-related issues. Your ability to effectively communicate in both English and Spanish will be essential for building strong customer relationships and ensuring a positive service experience.

Key Responsibilities:

• Respond to customer inquiries, both over the phone and via email, with professionalism and accuracy.
• Handle billing questions and concerns, including adjustments, corrections, and explanations.
• Set up and activate new customer accounts while ensuring data accuracy and compliance.
• Process payments and provide information about payment plans when needed.
• Address disconnection or service interruption notices and provide assistance in resolving associated issues.
• Maintain complete and accurate records of customer interactions in the company's CRM system.
• Work collaboratively with team members and other departments to address escalated issues or complex account needs.
• Consistently meet or exceed individual and team performance goals related to customer satisfaction, response times, and quality assurance.

Requirements:

• Minimum of 3 years of experience in a customer service or call center role.
• Proficiency in handling utility and billing inquiries.
• Bilingual in English and Spanish, with strong verbal and written communication skills in both languages.
• Utilities experience.
• Ability to work onsite Monday through Friday in Pineville, North Carolina.
• Strong organizational skills and attention to detail for handling customer records and transactions.
• Experience with order entry systems and customer service software.
• Demonstrated ability to work collaboratively in a team-focused environment.
• Friendly and approachable personality with a commitment to providing outstanding service.