Customer Service Rep-Level 2 - Experienced (6 - 10 Years)

Customer Service Rep-Level 2 - Experienced (6 - 10 Years)

We are seeking an experienced Customer Service Representative to join a dedicated Customer Care team. This role involves managing inbound and outbound customer contacts across multiple channels, including phone, email, and chat. The ideal candidate will have a strong ability to handle complex customer interactions with professionalism, efficiency, and empathy, and will be responsible for resolving a variety of customer issues.

Key Responsibilities

• Manage non-routine customer issues that require adaptation and research.
• Handle customer inquiries, billing issues, complaints, and account-related requests.
• Process account maintenance requests and handle escalations.
• Ensure compliance with all call standards, scripting requirements, and regulatory guidelines.
• De-escalate difficult customer situations and accurately document all interactions.
• Provide guidance to junior team members and assist with training.
• Support fraud investigations and revenue risk management.
• Conduct customer outreach for issue resolution and account updates.

Required Qualifications

Education: A High School Diploma or GED is required.

Experience: 610 years of customer service experience is required. A proven track record of successfully meeting sales quotas over the phone is also necessary.

Technical Skills: Candidates must have the ability to navigate multiple systems simultaneously and possess a working knowledge of relevant computer programs, such as CRM software and telephone systems.

Preferred Qualifications

• An Associate's or Bachelor's degree.
• Experience within the energy or utilities industry.
• Bilingual proficiency in English and Spanish.
• Familiarity with ticketing systems.

Work Environment

This is an onsite position. The role requires participation in a three-month training program, during which time off cannot be requested.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.