Bilingual Customer Service Representative L1-2 Gas Svs. (Spanish, Mandarin or Cantonese)

Overview

The Gas Engineering Customer Engagement section is a dynamic group involved in all aspects of gas service line inspections and natural gas detector installations. The Customer Service Representative (CSR) plays a very important role within the group as a liaison between the Company and its customers. The CSR will be responsible for learning and understanding all facets of the two programs to best provide a plus one experience to our customers. Scheduling appointments via both inbound and outbound calls as well as handling customer email correspondence will be a large part of the CSRs day. The CSR will work closely with various internal as well as some external stakeholders

Responsibilities

Core Responsibilities

• Required to work Full-Time as a Customer Service Representative.
• Must be fluent in one of the following languages: Spanish, Mandarin or Cantonese
• Ability to work a hybrid remote work schedule based on company's need.
• Receive calls from customers and schedule appointments for the Gas Service Line Inspection (SLI) and Natural Gas Detector (NGD) programs using various systems.
• Proactively make calls to customers and schedule appointments for SLI and NGD using various systems.
• Receive calls from customers and provide first call resolution on SLI and NGD issues using various systems to complete research on an issue.
• Perform a high volume of administrative work pertaining to job records.
• Route SLI work to area Planners and Supervisors using various systems.
• Provide any and all data corrections, including but not limited to creating new tickets, cancelling tickets, modifying addresses, records as needed, reconciling pictures to inspection/installations, etc) on the work completed using various systems.
• Utilize various internal and external systems to reconcile any discrepancies regarding records.
• Research and resolve billing issues related to fines for failure to complete inspections.
• Driver's license preferred.

Qualifications

Required Education/Experience

• High School Diploma/GED

Relevant Work Experience

• Competency in Microsoft Excel, Word, and Outlook Required. Required
• Well organized, detail oriented and flexible to handle multiple assignments. Required
• Demonstrate a high level of accuracy, even under pressure. Required
• Excellent interpersonal and telephone skills. Required
• Demonstrate good customer service skills Required
• Must be proficient in English and one of the following languages: Spanish, Mandarin or Cantonese Required

Licenses and Certifications

• Driver's License preferred

Physical Demands

• Sit or stand to answer a phone for the duration of the workday
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

Additional Physical Demands

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• All applicants must pass all required placement exams.
• Prolonged sitting while answering phones at a computer terminal for the majority of the workday required.