Customer Service Specialist Job at nTech Workforce in Houston

Title: Customer Support Specialist

Location: Hybrid in Houston, TX (weekly on-site work ONLY on Wednesdays)

Pay Rate: $25/hr on W2

Terms of Employment:

• W2 Contract, 12 Months (Extension Likely / Permanent Conversion Possible)

• This position requires weekly on-site work on Wednesdays. The remainder of the week can be remote.

Overview:

Join a leading firm in the retail energy sector as a Tier II Customer Support Specialist. In this critical role, you will be part of a specialized Customer Care Escalations team, responsible for investigating and resolving complex customer issues that could not be solved by frontline support. This is a non-phone-based, analytical position focused on case management within Salesforce, where you will tackle intricate billing and operational challenges to ensure customer satisfaction. You will…

• Manage and resolve a personal queue of escalated customer cases in Salesforce, with a primary focus on billing and operational issues.

• Investigate complex customer inquiries related to invoicing, line-item charges, transactions, and energy usage.

• Serve as a crucial intermediary between customers, internal departments, and external utility partners to facilitate timely resolutions.

• Perform detailed customer account maintenance and reviews to ensure data accuracy and resolve underlying issues.

• Meticulously document all case activities, communications, and resolutions within Salesforce.

• Independently manage and prioritize your caseload to meet and exceed service level agreements.

Required Qualifications:

• Proven experience in a customer service role, specifically handling escalated or Tier 2 level customer issues.

• Strong analytical and problem-solving skills, with direct experience resolving complex billing-related inquiries.

• Excellent time management and self-motivation, demonstrating the ability to work independently and manage a personal caseload.

• Proficiency with Microsoft Office, including basic functions in Microsoft Excel for tracking and analysis.

• Must be local to the Houston, TX area and able to reliably commute to the office for the required on-site day each week.

Preferred Qualifications:

• Hands-on experience using Salesforce for case management.

• Professional experience within the retail energy industry.

• Familiarity with Order-to-Cash (O2C) business processes.

• Bilingual (English & Spanish) skills.