[Remote] Customer Support Representative II (Remote)

Note: The job is a remote job and is open to candidates in USA. Hydromax USA is a leader in advanced field services and solutions dedicated to improving the safety, sustainability, and reliability of the nation’s energy assets. The Call Center Support Representative plays a vital role in ensuring customer satisfaction by managing a high volume of inbound and outbound calls while collaborating with technicians and other departments to optimize service delivery.

Responsibilities

• Respond promptly to all customer and technician inquiries via phone, email, or other communication channels
• Efficiently conduct and manage a large volume of inbound and outbound customer service calls
• Work closely with technicians, managers, and other departments to maintain seamless operations
• Participate in call calibration sessions for quality improvement purposes
• Address scheduling conflicts, route optimization, and urgent service requests efficiently
• Keep comprehensive and accurate records of service requests, technician assignments, and customer feedback
• Use advanced scheduling tools to reduce travel time and maximize productivity
• Provide a high level of customer service to exceed customer expectations and establish sustainable relationships
• Analyze complex information to identify escalation opportunities and recommend optimal solutions

Skills

• Quick decision-making skills
• Effective communication skills
• Ability to manage a high volume of inbound and outbound calls
• Experience in customer service
• Ability to work in a fast-paced team environment
• Ability to collaborate with technicians and other departments
• Ability to keep comprehensive and accurate records
• Experience using advanced scheduling tools
• Ability to analyze complex information

Company Overview