Skills

Time Management Microsoft Excel Salesforce Problem-solving Customer Service Motivation

Job Specifications

Title: Customer Support Specialist

Location: Hybrid in Houston, TX (weekly on-site work ONLY on Wednesdays)

Pay Rate: $25/hr on W2

Terms of Employment:

* W2 Contract, 12 Months (Extension Likely / Permanent Conversion Possible)

* This position requires weekly on-site work on Wednesdays. The remainder of the week can be remote.

Overview:

Join a leading firm in the retail energy sector as a Tier II Customer Support Specialist. In this critical role, you will be part of a specialized Customer Care Escalations team, responsible for investigating and resolving complex customer issues that could not be solved by frontline support. This is a non-phone-based, analytical position focused on case management within Salesforce, where you will tackle intricate billing and operational challenges to ensure customer satisfaction. You will...

* Manage and resolve a personal queue of escalated customer cases in Salesforce, with a primary focus on billing and operational issues.

* Investigate complex customer inquiries related to invoicing, line-item charges, transactions, and energy usage.

* Serve as a crucial intermediary between customers, internal departments, and external utility partners to facilitate timely resolutions.

* Perform detailed customer account maintenance and reviews to ensure data accuracy and resolve underlying issues.

* Meticulously document all case activities, communications, and resolutions within Salesforce.

* Independently manage and prioritize your caseload to meet and exceed service level agreements.

Required Qualifications:

* Proven experience in a customer service role, specifically handling escalated or Tier 2 level customer issues.

* Strong analytical and problem-solving skills, with direct experience resolving complex billing-related inquiries.

* Excellent time management and self-motivation, demonstrating the ability to work independently and manage a personal caseload.

* Proficiency with Microsoft Office, including basic functions in Microsoft Excel for tracking and analysis.

* Must be local to the Houston, TX area and able to reliably commute to the office for the required on-site day each week.

Preferred Qualifications:

* Hands-on experience using Salesforce for case management.

* Professional experience within the retail energy industry.

* Familiarity with Order-to-Cash (O2C) business processes.

* Bilingual (English & Spanish) skills.

About the Company

At nTech Workforce, we specialize in providing comprehensive staffing and recruiting solutions tailored to meet the unique needs of our clients. Our approach is rooted in understanding industry dynamics and leveraging our extensive network to connect top-tier talent with leading organizations. We emphasize quality placements through rigorous testing and personalized recruitment strategies, ensuring both client satisfaction and candidate success. Our commitment extends beyond mere staffing; we foster long-term partnerships by... Know more