Inbound Customer Service

Laurel, MD
Jul 24, 2021
Jul 28, 2021
Customer Service
Full Time
Job Description Review and analyze complex residential and commercial property accounts and explain billed charges. * Resolve billing disputes. * Process bill payments, establish payment plans and bill arrangements. * Explain billing adjustment criteria and eligibility for adjustments. * Educate customers on relevant regulations, financial assistance programs, and other programs and servic es. * Demonstrate empathy and compassion for customers. * Assist customers with scheduling appointments for meter readings, inspections, turn-on/turn-off of water services, etc. * Document customer interactions and update/modify customer accounts when needed. * Participate in and meet requirements of training; includes knowledge checks to demonstrate understanding and ability to apply training knowledge. * Meet quality and productivity standards. Skills Required * Possess excellent problem-solving, conflict resolution, and math skills. * Strong attention to detail. * Excellent written and oral communication skills. Exhibits a customer service oriented and professional demeanor (friendly, polite, phone etiquette, able to quickly establish rapport, use appropriate grammar, spelling, etc.) * Willing to work overtime. * Must have demonstrated PC proficiency in Microsoft Office (Windows, Word, Excel). Experience Required Must have a minimum of one year's experience working in a fast paced, high-volume, inbound call/contact center as a call agent or similar role and 2 years' experience working in a customer service environment within the past 3-5 years. Experience Preferred * Additional call center/customer service experience preferred. * Recent customer service experience ideal. Education Required * High School diploma Job Requirements:Handle incoming customer service callsDispatch incoming customer phone callsAccept customer calls and return customerMaintain customer service related information for customer accountsEnsure quality customer service and customer satisfactionMaintain customer service voicemail and return customer callsProvide customers with superior customer serviceProvide customer service for internal customersCapturing customer information and answering customer inquiriesResolve inbound customer calls regarding accountTake customer orders and provide high-quality customer serviceMake out going customer service callsWork with customer service manager to ensure proper customer serviceResolve any customer service issuesAnswering inbound calls and providing excellent customer serviceProvide customer support and handling customer inquiriesCombining excellent customer service skillsAssure quality customer service to all customersProvide exceptional customer service to all customersProvide superior customer service with all customer interactions

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