Terms of Employment • W2 Contract, 12 months (Possible Extension) • This position will be 100% onsite for the first 3-6 weeks, then transition to hybrid with Tuesday-Thursday in office. • The office is located in Philadelphia, PA. • The work schedule is Monday-Friday, 8 AM-5 PM. • Local candidates only
Overview • Our client is seeking four Customer Service Analysts to support the CC&B migration project within the Customer Relations Department. The ideal candidates will have experience in report writing, regulatory compliance, and customer service, with a focus on handling customer inquiries and resolving complex issues.
Responsibilities • Writing reports • Regulatory compliance • Providing customer service (outbound) • Handling inquiries from the general public, including responding to and resolving issues for challenging or sensitive customers with diplomacy, empathy, good judgment, patience, and professionalism • Managing multiple accounts under pressure in a time-sensitive, fast-paced environment • Maintaining an organized and detail-oriented approach to work • Understanding customer issues, offering solutions, and communicating effectively with the general public, supervisors, and employees via telephone • Possessing mathematical and analytical skills to compute and interpret customer data billing inquiries (e.g., addition, subtraction, multiplication, division, percentages, averages, and rates) • Reconciliations and resolutions • Data billing
Required Skills & Experience • BA/BS degree (minimum, any concentration) OR no college degree with at least 3-5 years of relevant experience • 2-3 years of utility customer service experience • 2-3 years of experience in reconciliations/resolutions and data billing • Proficiency in Microsoft Office Suite (2 year's experience) • Effective communication skills • Experience in handling customer disputes and providing customer resolutions