Customer Support Representative

Customer Support Representative Hybrid

• 1 day onsite (Albany or Syracuse) 6:30am-3pm or 7am-3:30pm, Mon

• Fri The purpose of this role is to clearly guide customers through their account set up, process customer information, ensure customer satisfaction, resolve customer issues and implement new and better ways to improve customer trust and ease. This role is hybrid which requires you to work 1 day onsite. Key Accountabilities: • Act as the primary point of contact for customers to provide support, resolve issues, and ensure customers’ electric service orders are communicated and delivered against service level agreements. • Process electric service request agreements so that customers can have service construction work completed. • Develop and process billing for customer costs per applicable tariffs and policy for electric service projects. • Complete the design and cost estimates for simple electric service work so that project planning, permitting, construction and other stages can be completed. • Develop and maintain relationships with other business teams to support customers’ requests for electric service. • Develop and review data to ensure customer satisfaction, project timeliness, and business efficiency. • Identify and support process improvements for customer satisfaction and efficiency. Qualifications: • Bachelor’s degree preferred or equivalent work experience. • A minimum of 2 years of in a B2B customer support role. • The successful candidate must have knowledge of customer service techniques, strategies and approaches • Aptitude for learning new software and data entry. • Excellent oral and written communication and interpersonal skills. • Strong Excel skills zr