Call Center Specialist - Tier I

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As one of the largest utility distribution organizations in America, we constantly strive to bring our best to our customers, suppliers, and fellow associates.

Irby Utilities is uniquely positioned to provide dynamic solutions to essential utility services impacting our local and broader communities.

Job Description

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 customer service representative to join our team, managing a high volume of inbound and outbound calls and requests.

The ideal candidate is a quick learner who will handle a variety of important supportive tasks, providing answers, insights, instructions, and purchase assistance.

The customer service rep must possess excellent communication and interpersonal skills, and enthusiasm for helping consumers and driving satisfaction.

Job Responsibilities

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued.
• Engaging in active listening with customers, confirming or clarifying information and resolving issues as needed in a calm, professional manner.
• Building lasting relationships with customers and other team members based on trust and reliability.
• Utilizing software, databases, and tools appropriately.
• Understanding and striving to meet or exceed branch metrics while providing excellent, consistent customer service.
• Making sales or recommendations for products or services that may better suit customer needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Processing forms, orders, and applications requested by customers.
• Identifying and escalating priority issues and reporting to high-level management.
• Routing inbound calls to the appropriate resources.
• Following up on complicated customer calls where required.
• Completing notes and reports as necessary and updating them in the ERP.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Documenting details of comments, inquiries, complaints, and actions taken.
• Managing administration, communicating, and coordinating with internal departments.
• In-depth knowledge of the department’s and / or company’s products and / or services.
• Adhering to all company policies and procedures.
• Other duties as assigned.

Job Qualifications

• High School Diploma or equivalent.
• Bilingual English and Spanish is preferred
• Exceptional customer service ability, including active listening and excellent verbal and written communication skills.
• Proficiency with computers, especially ERP software, and strong data entry and typing skills.
• Strong time management and decision making skills.
• Proficient in relevant computer applications.
• 1-3 years of experience in a call center environment
• Knowledge and proven application of customer service practices and principles.
• Experience in dealing with the public.
• Ability to work with others in a close manner and in fast-paced environments.
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Availability on nights and weekends.

Our Competitive ?

401K Plan, Competitive Medical Plans (medical, dental, and vision), Paid Vacation and Personal, Paid Sick, Paid Holidays, Flexible Spending Accounts (Health and Dependent Care), Employee Assistance Program, Tuition Reimbursement, Employee Discounts, Long-term and Short-term Disability, and Life Insurance.

About Irby Utilities

We are powered by our people. Across our nationwide reach and diversity, we adapt, dare, and learn as one team while maintaining an open mindset to optimize our performance.

This team approach has helped Irby customers to succeed since our inception, and our investment in our people continues to translate into broader achievement including a vast array of professional development and growth opportunities.

Irby Utilities is one of the nation’s largest utility distribution companies with over $2 Billion in annual sales and 900 associates across more than 45 branches.

Our ability and readiness to innovate and collaborate across our industry has fueled our success, and our approach continues to be one of true partnership with our customers, vendors, and one another.

Irby was a pioneer in the early days of the electrical business, founded in 1926, and continues to be an industry leader in philanthropic involvement and community activity.

Irby is also part of the Sonepar family of operating companies. Sonepar is the world leader in electrical distribution and consists of the finest locally managed electrical and industrial distributors.