Customer Service Agents - El Paso or Austin
GDH

GDH Consulting has an enterprise client with needs in their El Paso or Austin, TX office for customer service agents to onboard new customers and internal clients. This is a remote role, but training will be on site for the first few weeks.

Position Description:

• Act as principal point-of-contact for Builders and growth-based customer via inbound phone, email and web communication.

· Performs growth support including order intake, order status updates, communicating schedule availability and setting up customer accounts related to new services and meter sets.

· Research and reconcile customer order activity utilizing systems including but not limited to: Banner, Microsoft Dynamics, Email, Phone, PCAD, and Maximo.

· Collaborate with engineering, scheduling, field operations and other groups as needed to assist growth customers.

- Ensure delivery of customer service through fast and accurate response to customer requests and inquiries with the ability to take feedback and utilize suggestions to achieve desired outcome.

- Maintain logs and/or records including but not limited to: Service orders, New meter sets, Elevated Pressure Requests, Builder Billing, Miscellaneous customer correspondence, Accounts requiring follow-up actions.

- Research, compile, maintain, and/or prepare reports and correspondence including but not limited to: Customer correspondence, Customer assistance reports, Complaint records, Monthly and annual complaint reports, Account/identity verifications, Bill breakdowns, Customer complaints, Letters of Credit (irrevocable and regular), Life-threatening claims.

· Regular and reliable attendance is required in performance of job.

· Employee may be required to perform additional duties as assigned.

Position Requirements:

· Good social skills with a focus on customer satisfaction

· Ability to effectively communicate in a respectful and assertive manner

· Polished phone demeanor, tone and etiquette is required

· Ability to perform in a demanding and changing work environment

· Ability to multi-task, including interacting with customers while simultaneously navigating the customer information system, scheduling orders and documenting calls

· Maintain and promote a positive attitude while meeting productivity goals

· Comfortable working with computers and web-based applications

· Strong organization, attentive to details and time management skills

· Accurate typing

· Excellent verbal and written communication

· Possess skills to research and problem solve to resolution

· Previous experience in a customer service-oriented role preferred

· Must be 18+ years of age
High school diploma or equivalent required
Must pass a pre-employment background check and drug screen