Customer Service Representative
*Local to Gastonia, NC, only please
*Monday – Friday, 8:00 a.m. – 5:00 p.m.
*This is an onsite position – (Full-Time in-office for the first 6 months)
*Remote work eligibility may be available after 6 months based on performance and business needs.
Description:
- This role is the frontline connection between the company and the customers it serves—answering questions, resolving issues, and providing guidance on billing, payments, service requests, and more.
- The representative will also help customers navigate difficult situations, including credit challenges, while using strong communication skills and attention to detail to deliver a positive customer experience.
- This role is critical in ensuring the continued delivery of safe, reliable, and cost-effective energy services to customers.
- Candidates must be able to work independently and collaboratively within a team-oriented environment.
Responsibilities:
- Respond professionally and efficiently to incoming customer calls and establish relationships of trust.
- Listen to and understand customer needs; provide prompt, courteous, and effective solutions.
- Operate according to performance standards, regulatory requirements, and company expectations to ensure quality customer service.
- Learn and utilize customer information systems and other applications daily.
- Assist customers experiencing credit difficulties, termination notices, and possible gas-related emergencies.
- Negotiate payment plans using established rules and guidelines while meeting regulatory requirements.
- Refer customers to internal or external resources/agencies when additional assistance is needed.
- Complete accurate account documentation, processes, procedures, and follow-up activities.
- Achieve customer satisfaction, quality, and productivity targets.
- Perform administrative duties as needed.
- Demonstrate company values, including Safety, Integrity, Respect, Inclusion, and High Performance.
- Work independently and collaboratively with Customer Care resources and customers.
- Handle customer interactions with a customer-centric focus.
- Work varying shifts, including nights, weekends, and emergency situations as required.
Skills/Knowledge/Experience:
- Strong verbal and written communication skills.
- Analytical thinking and sound decision-making ability.
- Negotiation and problem-solving skills.
- Ability to de-escalate difficult customer situations.
- Ability to multitask effectively in a fast-paced environment.
- Team-oriented with strong interpersonal skills.
- Time management and punctuality.
- Flexibility to work varying schedules.
- Basic knowledge of billing, rates, credit, energy usage, and customer accounts.
- Familiarity with Microsoft Office products and customer information systems.
Preferred Skills/Knowledge/Experience:
- Three or more years of customer contact experience.
- Understanding of customer care operations and customer-first business objectives.
- Bilingual English/Spanish skills.
Required Skills/Knowledge/Experience:
- Proven verbal and written communication skills.
- Ability to exercise good judgment with minimal supervision.
- Excellent analytical, negotiation, decision-making, and problem-solving skills.
- Basic computer proficiency, including Customer Information Systems and Microsoft Office applications (Word, Excel, Outlook).
- Basic understanding of organizational and departmental policies and procedures.
- Basic understanding of billing, rates, credit, energy usage, and customer accounts.
- Ability to de-escalate irate and difficult customer interactions.
- Ability to identify and resolve routine customer issues.
- Ability to work varying shifts, nights, weekends, and emergency situations.
- Ability to multitask, manage concurrent tasks, and work under pressure.
- Strong interpersonal and teamwork skills.
- Punctuality and effective time management skills.
- Flexibility regarding work shifts.
- Ability to successfully complete a background check and drug screening.
Education/Certification:
- High school diploma or equivalent preferred.
Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!
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