Support Agent managing customer support queries for cloud - based accounting software. Working closely with users to resolve issues and improve the customer experience in a hybrid work environment.
About the role
- Customer Service Trainer and Technical Lead at Aquarion Water Company. Focused on technology excellence, training, and process improvements within Customer Service operations.
Responsibilities
- Manage and respond to Customer Service Representative (CSR) email escalations – connecting with the customer and identifying coaching/review opportunities with team members.
- Regularly monitor/ shadow with CSRs – addressing opportunities to coach and celebrate.
- Apply subject matter expertise to evaluate business operations and processes, identifying opportunities for improvement and recommending enhanced procedures and controls.
- Develop, update, and maintain training materials and the Customer Service knowledge base as the primary resource for team information.
- Serve as the primary point of contact in Customer Service for advanced CRM and SAP technical inquiries.
- Participate in technical meetings as subject matter expert of call center and as well as be primary “tester” of technology for the Customer Service department.
- Collaborate with cross-functional teams to design and implement technical solutions that enhance business performance.
- Provide consultation and specialized expertise across business operations to support process improvements.
- Identify and recommend automation solutions for returned mail processes.
- Manage the closure of attorney, tenant, and other service-related forms, and address process breakdowns within the start/stop service workflow.
- Support outage communications and alerts in coordination with the Customer Advocate and Team lead.
- Deliver “train-the-trainer” sessions in CRM for Customer Service and other departments.
- Create engaging and creative Pop-up training opportunities.
- In collaboration with the Team Lead/Trainer develop and deliver training to new hires to customer service.
- Serve as the primary point of contact for troubleshooting issues related to the payment system and IVR, ensuring timely identification, resolution, and communication of system problems.
- Provide support on the phones during peak call volume times/ and as needed.
- Serves as backup to CS Team Lead Trainer as needed.
Requirements
- In-depth understanding of Contact Center operations, CRM, and SAP systems.
- Recognized subject matter expert in Customer Service processes.
- Strong proficiency in PC operations and Microsoft Office applications.
- Solid understanding of the relationship between Customer Service, Collections, and Billing functions.
- Demonstrated experience in documenting Customer Service processes and procedures.
- Excellent verbal and written communication skills.
- Advanced understanding of business operations and cross-functional processes.
- Proven experience in designing, developing, and delivering effective training programs, both in-person and virtual.
- Problem Solving: Possesses exceptional problem-solving skills, applying expert-level Customer Service knowledge to identify issues, develop solutions, and assess their effectiveness.
- High school diploma required. Bachelor’s degree preferred, but not required.
Benefits
- Health insurance
- Paid time off
- Flexible work arrangements
- Professional development
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