Position Summary:

Provides excellent customer service to Agfinity customers through reception, scheduling, and clerical support.

Essential Functions:

• Effectively and efficiently answer and address incoming phone calls for the Energy and Shared Services divisions to assist customers with orders, billing issues and processing payments.
• Receives, reviews, and resolves problems in a timely manner. Communicates findings internally and externally as required.
• Provides customer education and/or instruction specific to the service they requested through mailings and research.
• Provide Tier II level customer service supporting other CSR’s. Must possess superior knowledge of energy department accounting functions, processes, and systems. Must be available to assist other CRS’s when issues arise, it will be the responsibility of this role to help other CSR’s research issues, handle escalated calls, and present solutions.
• Responsible for managing energy programs like Budget Billing, seasonal contracting, summer fill, etc. Manage calendar and accountable to multiple deadlines.

Other Duties:

• Keeps Agris-accounting system, Energy Force-energy management system, and CRM updated with proper account information.
• Proactively look for solutions to improve workflow and communication throughout the team.

Education:

High School Diploma or GED

Experience:

• Minimum two (4) years related job experience in a position that requires ownership for resolution of customer’s issues is required.
• Internet and web-based systems experience required.
• Exposure or experience with Accounts Receivable required.

Knowledge:

• Comfortable with numbers and office procedures.
• Knowledge of Microsoft Office Suite applications required as well as with other software products relevant to the business, internet, and research experience strongly desired.

Skills:

• Excellent verbal communication skills
• Strong computer skills
• Proficiency with Microsoft Applications.
• Ability to multi-task and work independently or as part of a team to meet customer expectations as well as internal and external standards.
• Ability to read and comprehend instruction related to customized products/services.

Reasoning Ability:

• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Ability to be a “Team Player”, have a mature attitude and work ethic.
• Ability to combine multiple resources to resolve customer issues.
• Ability to hear what is not stated – Example: Recognize when customer is frustrated or may require education or instruction beyond the issue presented.
• Ability to recognize when a situation is beyond individual training/expertise and requires assistance.

• Physically comfortable (Office)