Overview
Senior Customer Service Representative Jobs in Jacksonville Beach, FL at Oates Energy
Title: Senior Customer Service Representative
Company: Oates Energy
Location: Jacksonville Beach, FL
Job Title: Senior Customer Service Representative
Location: Jacksonville, FL
Job Type: Full-Time
About Us:
Oates Energy is a leading utility submetering company specializing in water, gas, and electric submetering solutions for multi-unit properties. We provide accurate and efficient utility allocation services to ensure fair and transparent billing. As we continue to grow, we are seeking an experienced, customer-focused Senior Customer Service Representative to join our team.
Position Overview:
The Senior Customer Service Representative is an experienced professional who serves as a key point of contact for customers and residents, providing exceptional support related to utility billing, account inquiries, and service requests. This individual handles incoming calls, online chats, emails, and service tickets, takes on the more complex cases, trains new team members, and helps set the standard for service quality across the team.
Key Responsibilities:
- Respond to customer inquiries via phone, online chat, and email regarding utility billing, payments, and account issues.
- Train and onboard new customer service representatives, sharing best practices and helping them get up to speed quickly.
- Handle escalated calls and complex cases, resolving what you can directly before routing to a Customer Success Manager.
- Assist residents in understanding their bills, charges, and usage data.
- Troubleshoot and resolve customer concerns related to billing discrepancies, meter readings, and service adjustments.
- Follow standard operating procedures closely, and help develop and improve those procedures over time.
- Document and track customer interactions in the company's CRM system.
- Collaborate with internal teams, including billing and technical support, to resolve customer issues efficiently.
- Educate customers on billing policies, payment options, and conservation tips.
- Process account updates, address changes, and customer requests with accuracy.
Qualifications:
- 5+ years of experience as a customer service representative, ideally with extended tenure at a single company.
- A proven top performer with a demonstrated history of promotion or increased responsibility.
- A quick learner who can absorb new systems, products, and policies and apply them fast.
- Strong communication skills with the ability to explain complex billing concepts in a clear and professional manner.
- Strong adherence to standard operating procedures, with the ability to develop new SOPs and improve existing processes.
- Problem-solving mindset with a proactive approach to customer concerns.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and CRM software.
- Ability to handle a high volume of customer interactions while maintaining accuracy and professionalism.
- High school diploma required; associate's or bachelor's degree a strong plus.
- Bilingual in English and Spanish is a nice to have, but not required.
Why Join Us?
- Competitive salary and benefits package
- Opportunities for career growth in a thriving industry
- A supportive and collaborative work environment
- The chance to make a real impact in customer satisfaction and utility cost management
Pay: $22.00/hour
Benefits:
- 401(k) with company matching
- Health, dental, and vision insurance
- Life insurance
- Paid time off
- Bonus opportunities
Schedule: Monday to Friday, 9am – 5pm
Work Location: In person
