Bilingual Customer Service Representative L1-2 Gas Svs. (Spanish, Mandarin or Ca
Consolidated Edison, New York, NY, United States
Customer Service Representative
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. 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. 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.
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. 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. 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.