Department Support Specialist

Description

Position is hybrid with the requirement to be in the office 1x per week on Wednesdays.

About the Role:

We are seeking a proactive, detail-oriented Department Support Specialist to join our client’s escalated support team within a leading energy services organization. This role focuses on resolving complex customer cases, primarily related to billing, using Salesforce and related systems. The ideal candidate will be a self-starter who thrives in a mostly remote work environment while collaborating effectively across internal and external teams.

Key Responsibilities:

• Manage and resolve escalated customer service cases originating from the Tier One call center.

• Act as a liaison between the customer, internal departments, and third parties (including utilities).

• Investigate and resolve billing and account-related inquiries using Salesforce and order-to-cash systems.

• Maintain accurate and timely documentation within Salesforce.

• Ensure high-quality service standards and maintain customer satisfaction levels.

• Collaborate with team members and attend in-office meetings once per week.

Required Skills & Experience:

• Customer Service Expertise: Proven experience in a customer service or case management role, preferably in a fast-paced environment.

• CRM Proficiency: Familiarity with Salesforce or similar CRM systems.

• Order-to-Cash Experience: Exposure to order-to-cash systems and processes is highly desirable.

• Technical Skills: Basic proficiency in Microsoft Excel is required.

• Energy Industry Knowledge: Understanding of the energy market is a plus, but not mandatory.

• Time Management: Excellent organizational and time management skills, with the ability to work independently and meet deadlines.

Qualifications:

• No minimum education requirement; experience is valued over formal education.

• Prior experience in a similar customer support or billing-focused role is preferred