DEPARTMENT SUPPORT SPECIALIST I

SGS_JOB_3523

Business Support
 Texas
Customer Service
Salesforce

Contract - 12 Months

Location : Houston Texas The Department Support Specialist I serves as a Tier Two customer support representative, managing escalated customer service cases related to billing and account issues. This role acts as a liaison between customers, internal teams, and external utilities, working primarily in Salesforce within a hybrid work environment. The position requires strong independence, attention to detail, and effective time management.

Job Responsibilities:

  • Handle Tier Two escalated customer service cases, primarily related to billing and account inquiries.
  • Manage and resolve cases in Salesforce, ensuring timely and accurate resolution.
  • Act as an intermediary between customers, internal departments, and utility providers to resolve complex issues.
  • Review and analyze billing, account, and order-to-cash related issues.
  • Communicate professionally with customers to provide updates and resolution details.
  • Collaborate with Tier One customer service teams and third-party vendors to ensure seamless case escalation and resolution.
  • Work independently to manage a caseload while meeting service level expectations.
  • Maintain accurate documentation and case notes within Salesforce.
  • Adhere to company policies, procedures, and customer service standards.
  • Work in a hybrid schedule, primarily remote with one designated in-office day per week.
  • Perform additional duties as assigned.

Skills:

  • Strong customer service background, preferably in a Tier Two or escalated support role.
  • Experience or familiarity with Salesforce case management.
  • Knowledge of order-to-cash systems and billing processes (preferred).
  • Basic proficiency in Microsoft Excel.

Education/Experience:

  • High School..

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