Customer Service

Role Summary:

The CSR responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution. Resolves mostly routine and some non-routine, more complex problems and communicates solutions or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed. Uses internal applications and databases to record activities and research product information. 

Job Responsibilities:  

Customer Interaction:

• Respond to customer inquiries via phone, email, live chat, or in person.

• Address questions about service availability, streetlight installation, maintenance, billing, and outages.

• Provide timely and accurate information regarding the status of service requests.

• Assist customers in reporting issues with streetlight functionality (e.g., outages, flickering lights, or damaged infrastructure).

Service Support:

• Log customer complaints, troubleshoot issues, and escalate more complex concerns to the technical support or operations teams.

• Schedule maintenance requests and follow up on service timelines.

• Offer guidance on energy efficiency programs, payment options, and radiance solutions provided by the company.

Customer Records Management:

• Accurately document customer interactions, service requests, and issue resolutions in the customer management system.

• Ensure all records are updated and complete for future reference and reporting.

Problem Solving and Conflict Resolution:

• Handle difficult customer situations with patience and professionalism.

• Collaborate with other departments to ensure customer issues are resolved promptly and effectively.

• Maintain a customer-first attitude, ensuring all inquiries are resolved to the customer’s satisfaction.

Compliance and Knowledge Maintenance:

• Stay informed about company policies, service updates, and any regulatory changes that impact customer service.

• Ensure adherence to utility regulations and standards related to customer interactions and information management.

Preferred skills & Qualifications:

• High school diploma or equivalent; some college education preferred.

• 1-2 years of experience in customer service, preferably in a utility, telecommunications, or service-oriented company.

• Strong communication skills, both written and verbal.

• Proficiency in customer management software and Microsoft Office Suite.

• Problem-solving skills and the ability to handle customer complaints with patience and tact.

• Ability to work in a fast-paced environment and manage multiple tasks effectively.

• Knowledge of street lighting systems or public utility operations is a plus.

Key Competencies:

• Customer-focused with a proactive approach to problem-solving.

• Excellent interpersonal skills and the ability to build rapport with customers.

• Strong attention to detail and organizational skills.

• Ability to adapt to changes in the utility industry and customer service technologies.

On-site:  San Antonio Texas

Salary:  Competitive and commensurate with experience.

Benefits include medical, dental, vision, life, STD, LTD insurance, 401k retirement plan, PTO, Holiday pay and opportunities for professional development.