Job Description
Job DescriptionWe are looking for a Customer Service Representative to support utility customers in Concord, New Hampshire through a Long-term Contract opportunity. This role is ideal for someone who communicates clearly, handles billing-related questions with confidence, and delivers dependable service across phone and CRM channels. The position begins with onsite training for approximately 4 to 6 weeks and then moves to a hybrid schedule with in-office work on Tuesdays and Thursdays, while remaining flexible for emergency staffing adjustments when needed.
Responsibilities:
• Respond to incoming customer calls and provide timely, courteous assistance for service-related questions and account concerns.
• Use CRM tools to document interactions accurately, update account details, and track follow-up actions.
• Help customers understand billing information, investigate charges, and resolve payment-related inquiries with care and accuracy.
• Maintain a high standard of service while managing multiple requests in a fast-paced support environment.
• Escalate complex customer issues when appropriate and coordinate with internal teams to support resolution.
• Adapt to schedule changes during emergency situations, including weather-related events that may require additional coverage.
• Participate in onsite onboarding and training before transitioning into the established hybrid work arrangement.• Previous experience in customer service, call handling, or a similar support role.
• Working knowledge of CRM systems and the ability to navigate customer account information efficiently.
• Experience assisting customers with billing questions, payment issues, or account discrepancies.
• Strong verbal communication skills with a detail-oriented and customer-focused approach.
• Ability to manage inbound calls effectively while maintaining accuracy in documentation.
• Comfortable working onsite during the initial training period and following a hybrid schedule afterward.
• Flexibility to adjust work hours when business needs change due to emergency conditions.