Customer Services Professional 1

Description:

****MUST be proficient in Excel, Outlook, Microsoft Suite and be self-motivated.****
Can be 100% remote if preferred, onsite is optional.

Description:

ATTN: Seeking candidate to work full time at a starting pay rate in our Customer Care department. This position can include the potential to advance to a tenured position (temp-hire) based on available openings, employee performance and manager observations.

PAY RATE: Entry level positions in this department start at a pay rate of $16.00- $18.00 per hour, depending upon experience. HM will make the final decision on the pay rate when extending an offer.

This is a remote role but must be able to go into the office at least once a month. If the candidate desires to be in the office, the opportunity will be there as well.

--- JOB RESPONSIBILITIES ---

SUMMARY
Act as the primary point of contact for our consulting clients that receive our Energy Management program. Research and resolve inquiries using applicable services in a professional manner while maintaining a minimum resolution time. Overall, this role requires simple, routine work within the Customer Care department.

PRE-TRAINING REQUIREMENT
Utility Bill Knowledge Training (UBK) is a 2 day foundation-level course that we provide and require every Siemens employee to complete, most often immediately upon hire. This is to ensure new hires will be familiar with the utilities industry as well as our specific processes, components and terminology. *****PLEASE NOTE - A passing score on the final test is required to remain on-board with us.***** Those who pass may advance to their designated departments for specific job training.

TASKS:
Prepare reports, correspondence and/or statistics
Continually maintain account records and filing systems, using data entry to multiple platforms
Maintain pertinent and current client information and reference tools to ensure the database is accurate at all times
Coordinate solutions with other internal departments to meet customer needs
Handle requests and provide customer service, guidance, and non-complex support for new products or programs

KEY RESPONSIBILITIES
Select appropriate processes from clearly documented rules, past practices or new instructions
Seek advice and guidance on non-routine or problem areas from department manager
Refer complex, unusual problems to others

SKILLS REQUIRED
Must be proficient in Excel, Outlook and Microsoft Suite
Must be self-motivated
Entry-level skillset
Successful completion of UBK training
Strong verbal and written communication skills
Strong customer service aptitude; professional and courteous rapport
Excellent time management skills; timely response to all inquiries; punctual and reliable
Microsoft Office Suite

OPTIONAL SKILLS PREFERRED
Type at a minimum of 45 WPM
Minimum score of 80% on MS Excel assessment
Ability to remain calm, polite and sincere on the phone with customers and vendors in all situations, including any that may require escalation.

EXPERIENCE
Typically, up to 2 years of successful experience in a similar customer service or administrative type role, generally comparable with the tasks and responsibilities as presented above.

EDUCATION
HS diploma or equivalent is required.
Preferred :
1 2 years of vocation/technical training or an Associates degree in a related field
Specialized skill training or certification pertinent to the position
The plant processes thousands of commercial invoicing on a monthly basis.
The person is the POC for requests that come in from the client.
Act on AD HOC changes that may occur
Answer email, phone calls, troubleshooting between vendors and clients.
Work to integrate to set up, integrate and work on new accounts.
Large learning curve as this role can be quite complex -- can take up to 4-5 months to fully understand the day to day duties.

Looking for someone who doesn t need a checklist every day.
Someone who is a self-motivated candidate; aggressive personality to get work done.
Experience in excel is required.

Will any test be required prior to submitting a candidate? No, this test will be administered once the candidate has started. This will consist of the Utility Based test, which is very simple and determines if the candidate can pull data from an invoice. The pass rate is very high. The passing score must be 80% and average is 94%. This will occur once the candidate has been onboarded.
Is this 100% remote? Training will be in the office for the first 3 weeks then will continue with video training. The candidate may need to be there once a month and can be in the office if need be.
Is there flexibility on the pay rate? Yes, a little flexibility