Jobs

Description

Tier 2 Customer Service Specialist

Location: Hybrid (1 day per week onsite – Wednesdays)
Preferred Location: Houston, TX (strong preference) – Open to candidates near other client offices
Schedule: Monday–Friday | 8:00 AM – 5:00 PM (local time)

About the Role

• We are hiring for a Tier 2 Customer Service Specialist to support escalated customer issues.
• This role handles cases that are escalated from the Tier 1 call center and focuses primarily on billing and account-related issues managed through Salesforce.
• You will act as the key point of contact between customers, internal teams, and utilities to ensure timely and accurate resolution of cases.
• This is a mostly remote role, with one required in-office day per week (Wednesday).

• Manage and resolve escalated customer service cases

• Handle billing and account-related inquiries

• Work within Salesforce to track and update case details

• Communicate with customers and internal stakeholders

• Coordinate with utilities when necessary

• Assist with reporting and data compilation

• Manage multiple cases independently and meet deadlines

Required Qualifications

• 1–4 years of customer service experience

• Strong attention to detail and problem-solving skills

• Ability to work independently in a remote environment

• Good time management and organizational skills

• Basic Excel skills

Preferred Qualifications (Nice to Have)

• Experience using Salesforce

• Knowledge of Order-to-Cash processes

• Experience in the energy or utilities industry