Customer Support Consultant (Remote or Hybrid Optional)

ZipRecruiter; Lancaster; Remote; GBP 25,000 - 35,000; Full time

Job summary

A leading energy solutions provider is seeking a Customer Support Consultant to provide exceptional customer service via various channels including chat and email. The role requires critical thinking to resolve customer inquiries and effective collaboration with the energy team. Ideal candidates will have 1-4 years in customer service and skills in conflict resolution and Microsoft Office. This position offers opportunities for professional growth and teamwork.

Benefits

Flexible work environment

Employee ownership

Profit sharing

Qualifications

• 1–4 years of experience in a customer-facing position.
• Ability to learn Cargas products and ticketing system.
• Strong skills in conflict resolution and communication.

Responsibilities

• Solve inbound customer inquiries via chat, email, and support tickets.
• Apply critical thinking to customer inquiries.
• Collaborate with team to meet customer expectations.

Skills

Listening skills

Conflict resolution

Communication skills

Time management

Education

Bachelor's degree

Tools

Zendesk

Microsoft Office Suite

Remote support software

Job description

Looking for an opportunity with a company whose core values include Teamwork, Customer Care, and Employee Ownership? Cargas is that company. Being recognized for 19 years on the PA Best Places to Work list confirms that we do what we say.

From our employee-owned culture to our casual dress code, Cargas does things a little differently. You get to be in the thick of the action. We practice Open Book Management, so you know the sales, profits, challenges, and opportunities. We collaborate at all levels, so your ideas are heard. We have a flexible work environment, and we trust you to make good decisions about when to put in extra effort to take care of customers and when to take time for personal matters. We share success widely through our Profit Sharing, Bonus Plan, and Employee Ownership. We work hard and have fun!

We are seeking a Customer Support Consultant on our Energy team to solve inbound customer inquiries via chat, email, and support tickets in a timely and professional manner. The Customer Support Consultant will need to provide an exceptional customer experience by delivering user education efficiently and accurately on triaged customer inquiries, typically consisting of more complex business problems.

Responsibilities Include:

• Apply critical thinking skills and problem-solving to each customer inquiry with an effort to decrease overreliance on support channels
• Follow established ticket escalation processes correctly (when needed) to close the inquiry, after full triaging efforts, including noting individual ticket records with all supporting documentation and triage efforts taken
• Practice the KCS methodology (Knowledge-Centered Service) with every customer interaction, with a goal to improve individual KCS engagement rates
• Design and provide support-appropriate training, as needed, to customers on new features and functionality; meet with customers on more complicated inquiries more easily solved via phone, and/or by request of the customer or Cargas Energy leadership
• Assist the Cargas Energy team and Customer Support team with any needs in a manner that meets our collaboration and teamwork values; collaborate and participate in team activities including, but not limited to, team chat functionality, meetings, etc.
• Work collaboratively, proactively, and effectively with customers to meet their expectations for identification and resolution of issues involving application of the product or related services

Qualifications:

• 1–4 years of experience in a customer-facing position
• Proficiency in Microsoft Office Suite software
• Ability to learn Cargas products, remote support software, and ticketing system
• Strong skills in listening, conflict resolution, and communication
• Strong time management skills
• Ability to work independently and with a team

Additional Qualifications:

• Bachelor's degree
• Software support experience
• Experience in the Energy field (i.e., Gas, Propane, Fuel Oil, or Service/Delivery)
• Basic SQL programming skills
• Zendesk experience

Cargas Systems is an Equal Opportunity Employer and is committed to workplace diversity and inclusion. We encourage candidates whose experience doesn't align perfectly with every qualification to apply, as they may be the right fit for this or other roles.