Email Support Agent

Oates Energy; United States; On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Professional development

Flexible scheduling

Career progression

Wellness programs

Job summary

Oates Energy, Inc. in the Energy and Utilities division seeks an Email Support Agent to be the primary contact for customer inquiries via email, resolving issues related to accounts, service interruptions, and general questions with prompt, accurate responses.

Ideal candidates have 0–1 years in customer service, strong written communication, and proficiency with email management tools. You will log interactions, assist with billing matters, and collaborate with internal teams to meet SLAs, with

Qualifications

• 0–1 years of prior professional experience in customer service or a similar support role.
• Proficiency with email management systems and standard office productivity software.
• Superior written communication skills, with the ability to explain complex ideas clearly and concisely.
• A basic understanding of the Energy and Utilities sector is advantageous, though not required.

Responsibilities

• Provide prompt and polite replies to customer emails regarding account information, service interruptions, and general inquiries.
• Analyze and resolve utility-specific issues reported by clients, delivering clear and effective resolutions within established timeframes.
• Maintain detailed and accurate records of all client interactions and case details in the support database to ensure a comprehensive service history.
• Collaborate with internal teams to escalate complex technical or billing matters that fall outside the scope of standard email support.
• Adhere strictly to service level agreements (SLAs) to guarantee consistent response times and uphold high-quality communication standards.
• Stay informed about changing utility regulations, internal policies, and service updates to ensure the delivery of accurate and up-to-date information to the public.

Skills

Email management

Written communication

Customer service

Problem-solving

Tools

Email management systems

Job description

For over two decades, Oates Energy, Inc. has built a trusted reputation for delivering truly customized utility billing and submetering. Our track record of excellence includes long-standing partnerships with property owners and managers of multifamily communities and commercial properties nationwide. With a focus on collaboration, reliability, and flexibility, we’ve consistently achieved high customer satisfaction by providing customized utility billing and submetering services tailored to the unique needs of each client.

The Energy and Utilities division is seeking a motivated individual to join our team as an Email Support Agent. In this capacity, you will serve as the primary point of contact for all customer communications via email, playing a crucial role in providing prompt and accurate solutions to client inquiries. This position is essential for maintaining high levels of customer satisfaction and promoting operational efficiency within the utility sector. The ideal candidate will possess strong communication skills and a sincere interest in learning the nuances of the energy industry, ensuring a seamless and helpful experience for our diverse customer base.

Responsibilities

• Provide prompt and polite replies to customer emails regarding account information, service interruptions, and general inquiries.
  
• Analyze and resolve utility-specific issues reported by clients, delivering clear and effective resolutions within established timeframes.
  
• Maintain detailed and accurate records of all client interactions and case details in the support database to ensure a comprehensive service history.
  
• Collaborate with internal teams to escalate complex technical or billing matters that fall outside the scope of standard email support.
  
• Adhere strictly to service level agreements (SLAs) to guarantee consistent response times and uphold high-quality communication standards.
  
• Stay informed about changing utility regulations, internal policies, and service updates to ensure the delivery of accurate and up-to-date information to the public.
  

Requirements

• Experience: 0–1 years of prior professional experience in customer service or a similar support role.
  
• Technical Skills: Proficiency with email management systems and standard office productivity software.
  
• Core Competencies: Superior written communication skills, with the ability to explain complex ideas clearly and concisely.
  
• Industry Knowledge: A basic understanding of the Energy and Utilities sector is advantageous, though not required.
  
• Soft Skills: Excellent problem-solving abilities, patience, and a strong commitment to addressing customer needs.
  
• Compensation: The position offers a competitive hourly rate between $29 and $38.
  
• A competitive hourly compensation package.
  
• Access to professional development opportunities and training programs specific to the energy sector.
  
• A collaborative team culture that encourages growth and mutual support.
  
• Comprehensive access to employee resources and wellness initiatives.
  
• Flexible scheduling arrangements designed to support a healthy work-life balance.
  
• Opportunities for career progression within a dynamic and expanding utility organization.