Department Support Specialist in Houston, TX

:

• Position is hybrid with the requirement to be in the office 1x per week on Wednesdays.
• Can be located near any Client office, but there is a strong preference that the candidate be local to the Houston

Work Environment and Schedule: 

• The work hours are 8:00 to 5:00, adjusted to the local time zone of the office .

Summary

Job Requirements:

• Candidates to be self-starters with attention to detail, as the role involves working independently on cases from home, except for one day a week in the office.
• Customer Service Levels: Explained that there are two levels of customer service: a tier one call center based in Florida, which is a third-party vendor, and a team that handles escalated issues. The position being discussed is for team, which primarily works on cases in Salesforce related to billing and other issues.
• Customer Service Structure: Detailed the two levels of customer service: a tier one call center in Florida managed by a third-party vendor, and a tier two team that handles escalated issues. Team works on cases in Salesforce, primarily related to billing and other issues.
• Team acts as an intermediary between the customer, the company, and potentially the utility. They handle cases escalated from tier one, working ly most of the time, with one day a week in the office.
• Required Skills and Experience: 
  • Essential Skills: highlighted that a background in customer service is crucial for the role. 
  • Experience with order to cash systems, Salesforce, and the energy market would be advantageous.
• Technical Skills: 
  • Excel skills are necessary, and familiarity with Salesforce and order to cash systems is beneficial. Knowledge of the energy market is also a plus.
  Time Management: 
  • Strong time management skills are important for the role, as the position requires managing and executing cases independently
   
• Experience and Education Requirements: 
• Experience and education requirements for the position. There is no specific minimum years of experience or degree required; experience is preferred over education.
   

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