DEPARTMENT SUPPORT SPECIALIST I

SGS Consulting; Austin (TX); Hybrid; USD 42,000 - 65,000; Full time

Job summary

SGS Consulting in Austin, TX is seeking a customer service professional to handle Tier Two escalated cases, primarily billing and account inquiries, using Salesforce to manage and resolve issues promptly. You will collaborate with internal teams and utility providers, review order-to-cash processes, maintain accurate case notes, and meet SLAs in a hybrid work setting with one in-office day per week.

Ideal candidates have a strong customer service background, familiarity with Salesforce, basic

Qualifications

• Experience handling Tier Two escalated customer service cases.
• Familiarity with Salesforce case management.
• Knowledge of order-to-cash processes and billing.
• Basic proficiency in Microsoft Excel.

Responsibilities

• Handle Tier Two escalated cases, primarily billing and account inquiries, in Salesforce.
• Act as intermediary between customers, internal departments, and utility providers to resolve complex issues.
• Review and analyze billing, account, and order-to-cash related issues.
• Communicate professionally with customers to provide updates and resolution details.
• Collaborate with Tier One customer service teams and third-party vendors to ensure seamless case escalation and resolution.
• Work independently to manage a caseload while meeting service level expectations.
• Maintain accurate documentation and case notes within Salesforce.
• Adhere to company policies, procedures, and customer service standards.
• Work in a hybrid schedule, primarily remote with one designated in-office day per week.
• Perform additional duties as assigned.

Skills

Customer service

Tier Two escalated support

Order-to-Cash knowledge

Communication

Education

High School

Tools

Salesforce

Microsoft Excel

Job description

Job Responsibilities

• Handle Tier Two escalated customer service cases, primarily related to billing and account inquiries.Manage and resolve cases in Salesforce, ensuring timely and accurate resolution.
• Act as an intermediary between customers, internal departments, and utility providers to resolve complex issues.
• Review and analyze billing, account, and order-to-cash related issues.
• Communicate professionally with customers to provide updates and resolution details.
• Collaborate with Tier One customer service teams and third-party vendors to ensure seamless case escalation and resolution.
• Work independently to manage a caseload while meeting service level expectations.
• Maintain accurate documentation and case notes within Salesforce.
• Adhere to company policies, procedures, and customer service standards.
• Work in a hybrid schedule, primarily remote with one designated in-office day per week.
• Perform additional duties as assigned.

Skills

• Strong customer service background, preferably in a Tier Two or escalated support role.
• Experience or familiarity with Salesforce case management.
• Knowledge of order-to-cash systems and billing processes (preferred).
• Basic proficiency in Microsoft Excel.

Education/Experience

High School..