Experienced Customer Service Representative – Remote Opportunity for a Dynamic and Organized Individual to Join a Leading Utility Billing and Submetering Company

Introduction to Banyan Utility

Banyan Utility, formerly known as Multifamily Utility Company, is a San Diego-based industry leader in utility billing and submetering. We are committed to providing exceptional service to our customers and are seeking an experienced and skilled Customer Service Representative to join our team. As a remote position, this role offers the flexibility to work from the comfort of your own home while being part of a dynamic and fast-paced environment. If you are a people-person who values relationships, enjoys working independently and as part of a team, and is an excellent communicator, we encourage you to apply for this exciting opportunity.

Job Summary

The Customer Service Representative will be responsible for providing top-notch service to our customers, responding to inbound calls and emails, and resolving customer complaints in a timely and professional manner. The ideal candidate will have prior customer service and call center experience, preferably in the multifamily utility billing and submetering industry. As a key member of our team, you will be expected to work efficiently in a structured call center environment, perform data entry, and maintain accurate records of customer interactions.

Key Responsibilities

• Answer inbound customer calls and respond promptly to customer emails and tickets in a professional and courteous manner
• Handle and resolve customer complaints in a timely and efficient way, ensuring customer satisfaction and loyalty
• Perform customer verification and record details of actions taken, maintaining accurate and up-to-date records
• Process payments, forms, applications, and requests in accordance with company procedures and policies
• Maintain customer databases and follow up on customer interactions to ensure seamless communication and issue resolution
• Organize workflow to meet department timeframes and goals, prioritizing tasks and managing time effectively
• Communicate and coordinate with internal departments to ensure a cohesive and customer-centric approach
• Meet departmental goals of timeliness and accuracy to maintain company standards and exceed customer expectations
• Evaluate effectiveness of and provide feedback on the efficiency of the payment processing, contributing to continuous improvement and process optimization

Qualifications and Skills

To be successful in this role, you will need to possess strong problem-solving and trouble-shooting skills, a solid work ethic, and a high level of professional integrity. Excellent customer service skills, emphasis on exceptional client and customer relationships, and excellent written and oral presentation skills are also essential. You should be highly organized, detail-oriented, and flexible, with the ability to develop exceptional client and customer relationships and work effectively in a fast-paced environment.

Essential Qualifications

• High School Diploma or GED Equivalent
• 1-2 years of Customer Service Experience Required
• Utility Billing work experience is a plus
• Type a minimum of 6,000 KPH (10-Key)
• Strong computer use skills, including MS Office

Preferred Qualifications

• Prior experience in the multifamily utility billing and submetering industry
• Experience working in a call center environment
• Knowledge of customer service software and technology
• Certifications or training in customer service, communication, or a related field

Career Growth and Development