Job Details

Job Title: Customer Service Representative (24/7 Operations)

Reno NV, Onsite

Job Summary

The Customer Service Representative is responsible for delivering exceptional customer support by responding to inbound and outbound customer inquiries, resolving complex billing and account issues, and ensuring a high level of customer satisfaction. This role requires strong problem-solving skills, the ability to handle escalated situations, and availability to work in a 24/7 operational environment, including overtime and on-call responsibilities.

Key Responsibilities

• Respond to customer calls using an established conversation model to identify needs and deliver effective solutions, with a focus on first-call resolution and customer satisfaction.
• Handle escalated customer situations professionally and efficiently.
• Analyze complex billing, credit, and payment issues while ensuring compliance with applicable regulatory requirements.
• Interpret and respond to emergency or life-threatening situations by placing appropriate service orders and taking corrective action to ensure the safety of customers, employees, and property.
• Perform detailed research and follow-up on customer accounts to resolve inquiries accurately.
• Make outbound calls to customers and internal departments to gather information or provide updates.
• Identify trends or patterns in customer data and interactions to draw logical conclusions and recommend appropriate actions.
• Maintain accurate documentation of customer interactions and resolutions.

Required Qualifications

• High school diploma or equivalent.
• Minimum of 2 years of customer service experience.
• Strong analytical and problem-solving skills with the ability to recognize patterns and make sound decisions.
• Excellent verbal communication and customer engagement skills.
• Ability to remain calm and effective in high-pressure or escalated situations.
• Willingness and availability to work in a 24/7 environment, including scheduled and unscheduled overtime and on-call duty.
• Experience handling complex billing or account-related issues.
• Prior experience in a call center or regulated industry environment.

Work Environment

• 24/7 operational environment with rotating shifts, overtime, and on-call responsibilities as required.