Customer Service

vTech Solution, Inc.; Hershey (PA); On-site; USD 40,000 - 55,000; Full time

Job summary

A staffing solutions company in Hershey, Pennsylvania, is seeking a customer service representative. The role involves investigating and resolving customer disputes, utilizing SAP, and providing exceptional service. Candidates should have a high school diploma and three years of experience in customer service. Strong communication, problem-solving abilities, and a thorough understanding of the utility industry are essential. The position promises a supportive environment focused on team performance and individual excellence.

Qualifications

• 3 years’ experience in customer service or compliance.
• General understanding of utility industry regulations.
• Strong knowledge of customer recordkeeping and billing processes.

Responsibilities

• Investigate and resolve customer disputes.
• Provide excellent customer service and timely responses.
• Research customer accounts using SAP.

Skills

Customer service skills

Problem solving

Communication

Active listening

Computer skills (SAP, Word, Excel)

Education

High School Diploma or GED

Tools

SAP

ORCOM

Microsoft Word

Microsoft Excel

Job description

vTech can help you avoid the daunting task of writing and posting job offers, shifting through resumes and laboring through the lengthy interview process. Our Staffing solutions will allow you to elude those tasks and place topnotch, high-caliber professionals in the position you need to fill.

We use our expertise, knowledge, and global resources to deliver top-quality candidates and tailor our IT and Non-IT recruitment services to your needs. This allows us to deliver the required results in a timely manner that meets your schedule at a substantially reduced cost.

We pride ourselves for having one of the fastest growth rate and also the lowest turnover rates in the industry just 2.5 percent annually. We focus on the training and retaining qualified professionals with high personal and work ethics. With the help of our extensive database of internal candidates and CATS applicants tracking system, we can provide quality resources within the limited time frame.

Job Description

• Job Description
• Responsible for investigating and resolving customer disputes.
• Provide excellent customer service and timely responses.
• Handle disputes ranging from quality of service issues to simple billing disputes.

Key Accountabilities

• Research customer accounts using SAP.
• Maintain accurate updating of information in database and SAP systems.
• Work with various areas of the business to investigate, research and resolve customer disputes.
• Write company utility reports to customers supporting the company’s position.
• Utilize active listening skills to clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns.
• Maintain a high level of product and process knowledge.
• Educate internal/external customers on services.
• Master desktop solutions system applications, including SAP, ORCOM, Word and Excel.
• Handle difficult issues and avoid escalation whenever possible.
• Provide exceptional service to the customer that meets or exceeds all contractual service level agreements.
• Be responsive to and execute process improvements/enhancement programs.
• Support and sustain a positive environment that fosters team performance and individual excellence.

Education

• High School Diploma, GED, or equivalent.

Knowledge

• A general understanding of the water business or utility industry and the regulations impacting billing and collections.
• A working knowledge of customer recordkeeping and billing processes and strong computer skills in a business environment are required.
• Strong communication, listening, problem solving and computer skills.

Experience

3 years’ experience in customer service or compliance.

Qualifications

• Research customer accounts using SAP.
• Maintain accurate updating of information in database and SAP systems.
• Work with various areas of the business to investigate, research and resolve customer disputes.
• Write company utility reports to customers supporting the company’s position.
• Utilize active listening skills to clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns.
• Maintain a high level of product and process knowledge.
• Educate internal/external customers on services.
• Master desktop solutions system applications, including SAP, ORCOM, Word and Excel.
• Handle difficult issues and avoid escalation whenever possible.
• Provide exceptional service to the customer that meets or exceeds all contractual service level agreements.
• Be responsive to and execute process improvements/enhancement programs.
• Support and sustain a positive environment that fosters team performance and individual excellence.

Additional Information

All your information will be kept confidential according to EEO guidelines.