What are the responsibilities and job description for the Account Specialist | Call Center position at KGL Communications?
Job Title: Account Specialist/Customer Service
Location: Hybrid
Employment Type: Full-Time
About the Role
KGL is seeking an experienced and customer-focused, bi-lingual Account Specialist to be placed full-time in a contract role through our firm, supporting a water utility’s customer service operations by providing high-quality, responsive assistance to customers via phone, email, and digital channels.
As a representative of both the utility and our firm, the ideal candidate brings professionalism, empathy, and a solution-oriented mindset to every customer interaction.
Key Responsibilities
- Serve as a primary point of contact for customer inquiries related to water service, billing, account management, and service requests.
- Handle high volumes of inbound and outbound communications using Avaya and other customer service tools.
- Accurately document customer interactions in the Customer Management (CM) system and escalate issues as needed.
- Communicate clearly and professionally with a diverse customer base, including during high-pressure or emergency situations.
- Adhere to the utility’s policies, protocols, and service standards, ensuring timely and courteous resolution of all matters.
- Support customer outreach and service improvement initiatives as directed.
- Additionally, support community engagement coordination, need to be someone who has excellent organizational skills.
Required Experience and Skills
- 2 years of customer service experience, preferably within a public utility or call center environment.
- Proficiency with Avaya call center technology is preferred.
- Experience with CRM or CM platforms (such as Salesforce, SAP, Oracle, or similar) is strongly preferred.
- Excellent verbal and written communication skills.
- Strong organizational skills and attention to detail.
- Ability to manage multiple tasks, prioritize effectively, and work well under pressure.
- Associate or bachelor’s degree preferred.
- Bilingual skills necessary English and Spanish.
Additional Information
- This is a full-time, hybrid consulting role with regular business hours.
- You will be a valued member of our consulting team while working day-to-day with the public utility’s customer service department.
- The role includes benefits through our firm and opportunities for continued professional development and advancement.