Job Description

About Nitor Billing Services, LLC

Nitor Billing Services, LLC (“Nitor Billing”) provides customer support and billing services to clients primarily in the water and sewer utility space. Founded in 2015, We are a growing company looking for team members that enjoy helping customers, are comfortable using technology and the internet, and demonstrate personal drive and responsibility. Customer support is provided by our virtual contact center team who respond to customer calls and emails to answer questions about bills, rates, service issues, emergencies, or other general questions about the utility service. The contact center operates 24 hours a day, 7 days a week.

Position Summary 

The Customer Support Representative (CSR) responsibilities include answering phone calls with our Virtual Call Center software, responding to voicemail, responding to email from customers who contact us with questions about their account, updating the online billing system with a summary of the customer contact and updating customer information as needed. The position supports customers across a number of water & wastewater utilities. Each utility has a toll-free number which rings directly to Customer Support. The CSRs work remotely. The company hours of operation are 24/7.The company provides a laptop with necessary software, a headset which connects to the laptop to answer calls from customers, a keyboard and mouse.

Position Responsibilities

• Answering all phone calls and providing accurate, satisfactory answers to customer inquiries' and concerns.
• Return calls and emails, and record all customer interaction in the customer information system.
• Update Account Info by:
  • Adding phone numbers and emails to the customer information system when customers provide them. 
  • Providing account balance, invoice information, and payment information to customer such as payment address/options for mailing and online payments. 
  • Record information into customer accounts as needed.
• Email Start/Stop Service Forms to Customers as needed.
• Deescalate situations involving dissatisfied customers with patience and support and forwarding complaints, problems, or supervisor requests to the appropriate person.
• Provide Rate information to customers.
• Collaborate with other call center professionals to improve customer service
• Communicating directly with the Nitor Billing Services Customer Experience Director, Customer Experience Manager, and team leads as well as interact with our primary contact at the utility company when needed.
• Other duties as assigned.

Skills & Experience

• Effective and professional communication skills, both written and oral.
• Exceptional Customer Service skills, including effective active listening skills, the ability to remain flexible and calm in high pressure or continually changing situations.
• Troubleshooting and problem-solving skills.
• Strong organizational skills, including the ability to prioritize issues for escalation to management and work on multiple tasks throughout the day.
• Self-starter able to manage this position and the flexible schedule working from their home office.
• Ability to work with web-based email and office software (for example, Google Apps and Email, Microsoft Excel, etc.).
• Ability to work in multiple technology systems to provide service to the customer.
• One year in a customer-facing role.
• A college degree is preferred, but not required.
• Excellent written and oral communicator
• Flexible and adaptable to changing situations
• Demonstrates initiative to solve customer problems
• Empathy and patience
• Resilient and able to remain calm under pressure
• Team player

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