Customer Service Advisor

Public utility commissions regulate rates and service standards. Pension plan for most employees.

Job summary:

The Customer Service Advisor answers customer calls, chats and emails about orders, billing and account changes. Our headquarters is in New York City, and about a third of the team works remotely from other countries. You will be employed through our employer-of-record partner in Pakistan, with a local contract and salary paid in Pakistani rupees. Expect to work a schedule that overlaps with US Eastern business hours until about noon ET. Most communication happens in Slack, with short video calls when needed.

Job duties:

• Escalate complaints that need a supervisor or another department
• Call customers back on open issues within the promised timeframe
• Process returns, exchanges, refunds and address changes
• Explain bills and payment options and take payments over the phone
• Update customer records accurately
• Notice repeat problems and report them to your team lead
• Meet targets for handle time, quality score and customer satisfaction

Required qualifications:

• 2+ years of customer service, retail, hospitality or call centre experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Must pass a background check
• Comfortable using multiple screens and systems at the same time

Preferred:

• Prior billing or insurance call centre work
• Knowledge of e-commerce order systems such as Shopify
• Bilingual English and Spanish (pay differential)
• Zendesk, Five9 or Genesys experience

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

What we offer:

• Annual learning budget
• Wellness allowance
• Company laptop
• Performance bonus
• 20 days paid time off
• Monthly internet allowance
• Home office setup budget

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Frontier Energy.