Senior Customer Service Advisor

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

Overview

The Senior 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. This is a full-time remote role. We use an employer of record in Sri Lanka, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Eastern time.

Key responsibilities

• Complete required training and quality coaching sessions
• Notice repeat problems and report them to your team lead
• Update customer records accurately
• Escalate complaints that need a supervisor or another department
• Document every interaction in Zendesk or Salesforce Service Cloud

Minimum qualifications

• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• High school diploma or GED
• Must pass a background check
• Reliable attendance. Schedule adherence is tracked
• Basic computer skills (Windows, Outlook, web browsers)

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

Salary: LKR 155,000-LKR 210,000 a month

Benefits

• Performance bonus
• Home office setup budget
• Co-working space stipend
• Flexible hours

Candidates must be eligible to work in Sri Lanka.

Start: Immediately.

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