CSMR REPRESENTATIVE

W-2 Contract Position (6+ months)
Monday-Friday between 7am-7pm (overtime if needed)
Compensation: 15/hr

Summary: 
The CSG Customer Support and Market Relations (CSMR) Representative is the primary point of contact for the investigation and resolution of residential and small commercial customer issues across all our client's brands. These highly complex issues require multiple cross-functional skill sets and effective oral/written communication skills to achieve resolution. The individuals employed in this role must demonstrate strong analytical problem solving abilities, must have exhibited a superior level of issue resolution capability, adopt and apply new methods of resolution, possess strong customer communication skills and be able to independently resolve issues. Additionally, they are required to develop advanced knowledge of the SAP CCS system, TDSP operations, Texas SET transactions, PUC substantive rules, and must be able to utilize knowledge for effective resolution of customer issues. 

Essential Duties/Responsibilities: 
• Research and resolve issues received from various channels (Call Center, Correspondence, Fax, Email) 
• Perform extensive research and root cause analysis on accounts to determine the origin of customer and system issues and/or process gaps 
• Analyze and update databases to identify the origin, root cause, and error classification 
• Propose and implement solutions based on research and root cause analysis to prevent future issues and errors from occurring 
• Understand and correctly apply business rules, utility tariffs, Public Utility Commission of Texas (PUCT) substantive rules, ERCOT rules and the Texas Set Transactions to resolve an issue 
• Initiate and execute transaction-based EDI (Texas Set) requests with ERCOT and TDSP's which requires knowledge of transactions related to move-ins, move outs, switches, drops, cancels, and TDSP turndowns, allowing the set up and completion of a new or pending customer accounts within the deregulated market 
• Interface diplomatically and build strong relationships with internal and external parties to resolve issues, respond to inquiries and correct all transaction related discrepancies 
• Diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer’s issues will be resolved quickly and accurately 
• Provide support for special assignments as required 

Education: 
• High school diploma. Bachelor’s degree from an accredited four-year college or university is preferred.

Experience: 
• 2 to 3 years experience working directly with customers in a problem solving, issue resolution capacity or other experience in resolving customer issues required 

Additional Knowledge, Skills and Abilities: 
• Excellent problem-solving skills and ability to use good judgment to make decisions 
• Possess exceptional people skills enabling effective interaction with internal, external customers, peers, and management 
• Strong analytical skills and desire to research problems to seek resolution 
• Team player and is cooperative; can represent his/her own interests and yet be open to other ideas 
• Dedicated to exceeding the expectations of customers; obtains feedback and uses it to design and deliver solutions for evolving expectations; approachable, fosters open dialogue 
• Exhibits an advanced level of understanding of the deregulation market and systems, while utilizing internal and external processes for effective customer issue resolution 
• Exceptional listening, verbal and written communication skills 
• Exceptional customer service abilities to handle difficult customers 
• Proficiency in Microsoft Office suite 
• Strong time management and organizational skills needed 
• Must be detail-oriented and able to multi-task 
• Willingness and ability to learn 


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