• Managing and resolving escalated customer cases in Salesforce, primarily related to billing issues
• Reviewing account information and performing account maintenance tasks to ensure accuracy and customer satisfaction
• Collaborating with internal teams to address and resolve customer concerns in a timely manner
• Tracking and updating case statuses and documenting resolutions within Salesforce
• Identifying trends in escalated issues and recommending process improvements
• Prioritizing workload to meet service level agreements and deadlines
• Assisting with data analysis and reporting using Microsoft Excel
Requirements
• Proven experience handling escalated customer service issues in a professional setting
• Experience in the retail energy industry
• Proficiency in Microsoft Office, with a strong focus on Excel for data tracking and reporting
• Excellent problem-solving skills with the ability to analyze and resolve complex issues
• Strong organizational and time management skills with the ability to prioritize tasks
• Self-motivated and driven to meet and exceed performance expectations
Additional Instructions
• Managing and resolving escalated customer cases in Salesforce, primarily related to billing issues
• Reviewing account information and performing account maintenance tasks to ensure accuracy and customer satisfaction
• Collaborating with internal teams to address and resolve customer concerns in a timely manner
• Tracking and updating case statuses and documenting resolutions within Salesforce
• Identifying trends in escalated issues and recommending process improvements
• Prioritizing workload to meet service level agreements and deadlines
• Assisting with data analysis and reporting using Microsoft Excel
