Client Services Operations Rep

Genuent; Houston (TX); Remote; USD 60,000 - 80,000; Full time

Job summary

A forward-thinking company is seeking a Call Center Representative to provide exceptional service to clients. In this fully remote role, you will be the first point of contact for service-related inquiries, resolving issues efficiently while maintaining high standards of customer care. Your ability to communicate effectively and handle complex situations will be key to success. This position offers a dynamic work environment where you can thrive and contribute to a team dedicated to excellence. Join a team that values your contributions and supports your professional growth.

Benefits

Comprehensive medical benefits

401(k) retirement plan

Competitive pay

Flexible work environment

Qualifications

• Ability to thrive in a fast-paced environment where multi-tasking is required.
• Self-starter with a proactive working style.

Responsibilities

• Provide timely resolution for mid-market client inquiries.
• Analyze customer accounts for payment issues and escalate as needed.
• Maintain productivity and quality standards for customer service.

Skills

Bilingual in Spanish

Excellent oral and written communication skills

Analytical reasoning

Problem-solving

Self-starter

Interpersonal skills

Ability to work in a fast-paced environment

Education

Bachelor's Degree in Supply Chain Management

Bachelor's Degree in Communications

Bachelor's Degree in Business

Tools

Microsoft Office (Word, Excel, PowerPoint)

Job description

Title: Call Center Representative
Location: Houston or Dallas area
Duration: Contract to Hire
Compensation: $17.23hr
Work Requirements: US Citizen, GC Holders or Authorized to Work in the US

• Monday- Friday- 8am-5pm, 9am-6pm
• Retail Energy background***
• Bilingual in Spanish
• 100% Remote

Job Summary:
The Client Services Representative serves as the initial point-of contact for all service-related issues with varying degrees of complexity. The rep analyzes customer inquiries to determine the best course of action to resolve and subsequently completes the request or forwards the issue to functional teams for resolution where required.

Essential Duties/Responsibilities:
Provide timely inquiry and issue resolution for mid-market clients by:

• Thoroughly analyzing real-time, inbound customer inquiries / issues and independently resolving or initiating requests for functional team intervention where required
• Effectively communicating resolution steps and results upon closure of issues
• Maintaining personal productivity and quality standards to ensure a positive and consistent customer service experience
• Providing concise, comprehensive case notes for ease of back-office resolution and ability to perform trend analysis / root cause identification
• Evaluate customer payment history and value to accept, reject or escalate (for approval) late fee waivers
• Reconcile client contracts and state-issued documents to internal systems and applications to resolve price and tax disputes; escalate for functional intervention and resolution where necessary
• Evaluate customer payment history, then-current market conditions and company policy to negotiate, reject or escalate (for approval) deferred payment plans
• Prepare summarized reports required for approval of financial adjustments
• Perform basic financial analysis to determine amounts required for refunds, credits and lost savings requests
• Examine client contract and state-specific PUC regulations to review and approve/reject standard cancellation and rescission requests; escalate for supervisory intervention where appropriate.
• Analyze and reconcile customer accounts with respect to missing/misapplied payments or usage, partner with functional teams for resolution
• Examine client contract terms and evaluate client-specific market opportunities to make renewal recommendations where appropriate
• Set an appointment with the account executive as needed
• Listen to customer cues on expansion plans and/or promoter viability; probe for referrals and set account executive appointments as warranted
• Maintain a thorough understanding of the market, the end-to-end customer lifecycle, and products, services and contracts to effectively resolve issues

Working Conditions:

• Fully remote work. Open office environment (when in-office)
• Some overtime required as special projects / resource constraints arise
• Limited (~2x per quarter) in-office work (team meetings, training, etc.)

Minimum Requirements:

• Excellent oral and written communication skills
• Ability to thrive in a fast-paced environment where multi-tasking and prioritizing is required
• Must be a self-starter, able to work independently with a proactive working style.

Strong team player

• Is willing and able to stretch outside of assigned duties to accomplish the business goal
• Strong interpersonal skills - Personable and can quickly stimulate confidence and influence others in the organization
• Strong Intellect - Combines analytical reasoning, creativity, conceptual ability and judgment
• Courteous, patient, energetic and an enthusiastic personality with professional demeanor
• Proficient in Microsoft Office products including Word, Excel and Power Point
• Ability to analyze information, solve problems and make quick, fact-based decisions

Preferred Qualifications:

• Bilingual a plus.
• Bachelor's Degree in Supply Chain Management, Communications or Business a plus

Additional Knowledge, Skills and Abilities:

• No additional knowledge, skills and abilities required

Physical Requirements:

• No special physical requirements

Our benefits package includes:

• Comprehensive medical benefits
• Competitive pay, 401(k)
• Retirement plan
• …and much more!

About INSPYR Solutions
Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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