Irby Utilities Hiring for Telecommunications Call Center Specialist – Tier 2 Job at North Little Rock, AR Full Time

Is it time to elevate your customer-service career?

If you are positive and enthusiastic about providing a first in class customer experience and committed to serving the community, then we are interested in getting to know you!

At Irby, we rely on knowledgeable professionals to interact with our valued customers when they have questions or concerns. We’re looking for a highly skilled call center specialist to join our collaborative team, managing a high volume of inbound and outbound calls.

The ideal candidate is an adaptive learner who can utilize scripts and talking points while applying them to identifying the problem and providing a solution. He or she will be handling a variety of important supportive tasks, providing answers, insights, instructions, and purchasing assistance. As the voice of our company, the call center specialist must possess excellent communication and interpersonal skills, and enthusiasm for helping clients and driving satisfaction. CUSTOMERS.FIRST. ALWAYS.

What you’ll do:

At Irby, we rely on knowledgeable professionals to interact with our valued customers when they have questions or concerns. We’re looking for a highly skilled Tier 2 call center representative to join our team. Tier 2 Call center techs will be responsible for receiving inbound and responding to outbound calls, customer contacts including but not limited to voice, emails and online chat; providing information, technical advice and program guidance related to complex inquiries on Irby clients products and services including specialty products to residential and small business customers.

• Handles Tier 2 customer contacts, escalated contacts from Tier 1 Agents, and overflow customer contacts including but not limited to voice, and emails; listens actively to determine customer needs and answers questions. Demonstrates courtesy, patience and professionalism while providing information to customers.
• Assists external users of Irby’s Clients online systems and applications by answering questions and solving problems involved in their service such as, but not limited to: customer outages, technical questions, password resets and other services that need attention.
• Provides first contact resolution as appropriate; confirms customer understanding of complex issues requiring advanced research; resolves inquiries in accordance with Customer Care Center service standards and guidelines.
• Researches information from various Irby software systems, internet, and manuals to answer inquiries and initiate call backs to customers pertaining to Irby client products and services using a telephone, computer, electronic reference tools, the internet, and manuals. Provides detailed information about Small Business products and services and conducts additional research as needed.
• Applies Irby customer service standards on each type of contact to suggest appropriate Irby products and services, to educate customers, and maximize up-sell opportunities.
• Investigates inquiries to determine status of outages and maintenance windows for all of the Irby Clients systems.
• Works collaboratively with other Call Center technicians (Tier 1&2), Supervisors and Management; determines which inquiries should be escalated or transferred and routes inquiries in a timely manner.
• Identifies and reports unusual or repetitive customer inquiries, complaints or areas of misinformation to team members and Supervisors.
• Documents and monitors the status of outstanding problems and ensures they are resolved; creates a record of the type of contact in a computerized tracking system for referral and historical purposes.
• In-depth knowledge of a company’s products and/or services
• Adhering to all company policies and procedures.
• Other duties as assigned

What you need:

• High School Diploma or equivalent.
• More education or experience may be preferred.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Proficiency with computers, especially with CRM software, and strong typing skills.
• Strong time management and decision making skills.
• Adaptability and accountability.
• Proficient in relevant computer applications
• 1-3 years of experience in a call center environment
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Experience in dealing with the public.
• Excellent communication skills, including verbal with proper grammar.
• Ability to work with others in a close manner.
• A patient and empathetic attitude
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry

Why join our Irby Team?

Our leadership cares about – and invests in – YOU. Our people are responsible for our success and have been since our founding in 1926.

Now one of the three largest electrical utility distribution companies in the United States, Irby Utilities has eclipsed $1.3 Billion in annual sales with over 700 employees in our 45 nation-wide branch locations. We are thrilled to keep growing with our team of enthusiastic professionals.

• Development: Associates who began positions like in like call center representatives have grown into other areas of the business such as leadership, operations, and account management.
• Earning Potential: You can expect to earn a competitive, reliable wage in a place where top performance is incentivized through a variety of goal-oriented programs.
• Benefits: Our full-time associates are eligible for a range of benefits including:
• Medical, dental, vision, gym membership reimbursement, and Vitality® Wellness Rewards
• Paid Time Off and Extended Illness Benefits
• Tuition reimbursement
• Employee Assistance Program
• Service Awards
• Candidate Referral Rewards
• Associate Discounts
• Diversity & Inclusion: We recognize that your perspective, background, and skills are part of what make you unique while keeping us competitive – we embrace the power of difference! That’s why Irby is committed to the policy of providing equal employment opportunities for training, compensation, transfer, promotion, and other aspects of employment for all qualified applicants and employees without regard to sex, race, color, religion, national origin, age, disability, sexual orientation and/or veteran status.

EEO M/F/Disability/Veteran

#LI-JT1