Customer Experience Specialist – Utility Billing and Support

Nexus Water Group; Sugar Land (TX); In loco; USD 32.000 - 43.000; Tempo pieno

Vantaggi offerti da questo lavoro

Paid time off

Health benefits

401(k) with matching

Professional development

Descrizione del lavoro

Nexus Water Group is seeking a Customer Service Representative in Sugar Land, TX to provide timely, accurate support for billing questions, service issues, and account activities. You will be the main contact for customers and work closely with internal teams to ensure prompt resolution and positive experiences.

The role emphasizes effective communication, attention to detail, and the ability to resolve complex inquiries while following company procedures.

Competenze

• 2+ years of customer service or contact center experience.
• High school diploma or GED required.
• Excellent verbal and written communication skills.
• Ability to resolve complex customer inquiries with sound judgment.
• Proficient with CRM and customer service platforms.

Mansioni

• Respond to customer inquiries via phone, email, chat, or written correspondence, handling more complex service issues and escalating when appropriate.
• Answer incoming calls and resolve customer questions related to billing, payments, service issues, and account activity.
• Review and respond to customer correspondence in a timely and accurate manner.
• Gather and assess customer information to determine appropriate next steps, ensuring timely resolution or escalation of issues.
• Initiate and document field activities to track, own, and resolve customer complaints.
• Assist customers with account-related activities, including new service setup, move-outs, account updates, work order creation, and payment processing.
• Explain billing statements, payment plans, and assistance programs, partnering with Billing to support bill corrections (e.g., cancellations, re-bills, back-bills).
• Provide information on service-related topics such as service disruptions, leaks, odors, water quality, conservation, and tariffs.
• Maintain accurate and detailed records of customer interactions, transactions, and resolutions in system tools.
• Partner with internal teams, including field operations, billing, and collections, to resolve customer issues and improve service delivery.
• Ensure compliance with company policies, procedures, and regulatory requirements when handling customer inquiries and payment arrangements.
• Deliver a high level of customer service by managing more complex and sensitive customer interactions effectively.

Conoscenze

Communication skills

Complex inquiries

Problem solving

Multitasking

Attention to detail

Customer focus

Escalation procedures

CRM software

Formazione

High School Diploma or GED

Strumenti

CRM Software

Descrizione del lavoro

Nexus Water Group is seeking a Customer Service Representative in Sugar Land, TX to provide timely, accurate support for billing questions, service issues, and account activities. You will be the main contact for customers and work closely with internal teams to ensure prompt resolution and positive experiences.

The role emphasizes effective communication, attention to detail, and the ability to resolve complex inquiries while following company procedures.