Customer Service Specialist

Job Description

Job Description

Detailed Job Description:

 

Title: DEPARTMENT SUPPORT SPECIALIST I

Location: Houston, TX 77010

Duration: 10-11 Months

Pay rate: $28/Hr. on W2 (Without PTO)

Work authorization: US citizen/GC/EAD

Shift: 1st

 

Job Description

Hybrid - min. of 1 time per week

 

Job Summary

• We are seeking a Customer Service Specialist – Tier 2 to join the customer service team. This role is responsible for managing and resolving escalated customer issues and cases, primarily related to billing and other account-related matters.
• The Tier 2 team serves as an intermediary between customers, the company, and potentially utility providers. This is a primarily remote position requiring strong independent case management, attention to detail, customer service, and time-management skills.

 

Key Responsibilities

• Manage and resolve Tier 2 customer service cases escalated from the Tier 1 call center.
• Research and address customer inquiries related to billing, accounts, orders, and other service issues.
• Manage cases and customer information using Salesforce.
• Work effectively with internal teams, customers, and utility partners to resolve issues.
• Review information carefully and ensure cases are accurately documented and completed.
• Independently prioritize and manage multiple cases while meeting expected service levels.
• Identify issues requiring escalation and coordinate appropriate resolution.
• Maintain accurate and timely case records and follow established processes and procedures.
• Communicate professionally and effectively with customers and internal stakeholders.
• Work independently from home while collaborating with the team during the weekly onsite day.

 

Required Qualifications

• Strong customer service experience with demonstrated ability to resolve customer issues.
• Excellent attention to detail and organizational skills.
• Strong time-management and case-management skills.
• Ability to work independently with minimal supervision.
• Basic Microsoft Excel skills.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and meet deadlines.

 

Preferred Qualifications

• Experience with Salesforce, particularly case management.
• Experience with Order-to-Cash (O2C) processes or systems.
• Experience with billing, invoicing, payments, or account management.
• Experience in the energy, electricity, utility, or related industry.
• Experience handling Tier 2 or escalated customer service issues.
• Experience working with utilities or other external service providers.

 

Education & Experience

• No specific degree requirement.
• No specific minimum years of experience required.
• Relevant professional experience is preferred over formal education.

 

Work Environment

• This position is primarily remote but requires the candidate to work onsite every Wednesday. Candidates local to the Houston/Kinder Morgan area are strongly preferred, although candidates located near another office may also be considered.
• The standard working hours are 8:00 AM to 5:00 PM based on the local time zone of the assigned office.

\nCompany Description

Software Galaxy Systems, LLC (SGS) is an award-winning Contingent Workforce Services firm providing a broad range of integrated suite of services through a global delivery platform. SGS brings innovative talent management strategies to empower its clients to stay focused on growth of their core competencies. SGS has developed a comprehensive process-oriented methodology to manage high-volume contingent labor, payroll services and SOW’s for today’s competitive landscape.

SGS is proud of the partnerships it has built with its clients, MSP’s, and employees which has allowed it to deliver unparalleled service to its wide-ranging customer base. SGS is a certified minority owned enterprise that provides innovative yet practical solutions, from concept through execution. We combine technology with strategy and aim to deliver results today that endure tomorrow. SGS’ client centric approach delivers unparalleled value with vastly responsive, streamlined and highly process oriented workforce solutions.

SGS has been awarded and acknowledged by leading MSP’s (i.e., KellyOCG, TAPFIN, Guidant Global, etc.) for its exemplary performance in the contingent workforce space.

Company Description

Software Galaxy Systems, LLC (SGS) is an award-winning Contingent Workforce Services firm providing a broad range of integrated suite of services through a global delivery platform. SGS brings innovative talent management strategies to empower its clients to stay focused on growth of their core competencies. SGS has developed a comprehensive process-oriented methodology to manage high-volume contingent labor, payroll services and SOW’s for today’s competitive landscape.\r\n\r\nSGS is proud of the partnerships it has built with its clients, MSP’s, and employees which has allowed it to deliver unparalleled service to its wide-ranging customer base. SGS is a certified minority owned enterprise that provides innovative yet practical solutions, from concept through execution. We combine technology with strategy and aim to deliver results today that endure tomorrow. SGS’ client centric approach delivers unparalleled value with vastly responsive, streamlined and highly process oriented workforce solutions.\r\n\r\nSGS has been awarded and acknowledged by leading MSP’s (i.e., KellyOCG, TAPFIN, Guidant Global, etc.) for its exemplary performance in the contingent workforce space.