Customer Service Advisor
Who You Are
Do you value collaboration, innovation, communication, and helping others? Are you ready to launch the next level of customer engagement in the utility sector? Are you excited to be a pioneer in technology and communication to further MCE's mission? As the Customer Success Advisor I, you will lead MCE's gold standard of service by creating a positive experience for every customer and staff interaction while efficiently addressing and resolving questions and concerns. As a Customer Success Advisor I, you will be expected to have a general understanding of MCE program offerings and work closely with Customer Service Management (CSM) to ensure accurate and timely information is being shared with customers. As the first point of contact for MCE's customer inquiries and requests, you are passionate about and thrive in a collaborative environment, work well within and across teams, seek out learning new skills, sharing ideas, and shaping positive outcomes.
Essential Duties and Responsibilities (Illustrative Only)
- Daily engagement with customer inquiries, understanding their situation, responding to their questions, and guiding them to the appropriate service or program best suited to their needs.
- Build trust and develop a positive relationship with customers and staff by listening and providing timely, clear, and accurate responses.
- Collaborate with people from diverse backgrounds and levels internally and externally.
- Create innovative and design customer process flows and communications supported through technology.
- Develop and maintain agency, program, industry knowledge, and business and professional skills by participating in hands-on, classroom, and video training.
- Support and participate in all functions of the customer-facing team including, but not limited to: training, customer strategy, technical support, reporting - both internal and external, and account analysis.
Experience/Education
Education and experience are equivalent to GED and four (4) years of banking, hospitality, retail, or closely related field. Experience working with diverse communities and vulnerable customers.