Job Description
Job Description
Location: Houston, TX (Hybrid - Onsite every Wednesday)
Pay Rate: $24.00 per hour
Contract Duration: Approx. 1 year (Through Dec 2026)
Industry: Leading Utilities & Energy Provider
The Opportunity
Swoon is looking for a Tier 2 Customer Service Specialist to join one of our most prestigious clients in the Utilities & Energy sector. This isn't your typical call center role—this is an escalated support position where you will act as the critical link between customers, the company, and utility providers to solve complex billing and account issues.
If you are a self-starter who enjoys "connecting the dots" and working independently in a high-impact environment, this is the role for you!
What You’ll Do
- Case Management: Independently manage and resolve Tier 2 escalated cases within Salesforce.
- Problem Solving: Act as an intermediary to resolve complex billing disputes and utility-related inquiries.
- Operational Support: Handle multiple projects, compile data, and assist in generating reports to support department goals.
- Independence: Manage your own workflow and case queue effectively while working remotely 4 days a week.
What You’ll Need (Qualifications)
- Experience: 1–4 years of experience in Customer Service, preferably in a Tier 2 or escalated support capacity.
- Tech Savvy: Proficiency in Salesforce (Case Management) is highly preferred.
- Skills: Basic to intermediate Excel skills and familiarity with "Order to Cash" systems.
- Industry Knowledge: Previous experience in the Energy or Utilities market is a huge plus!
- Soft Skills: Extreme attention to detail, strong time management, and the ability to work independently.
Work Schedule & Requirements
- Hybrid Model: Work from home 4 days a week; onsite presence is required every Wednesday at the Houston office location.
- Hours: Standard business hours (8:00 AM – 5:00 PM).
- Assessment: As part of our specialized recruiting process, all qualified candidates will be required to complete a technical assessment (Glider) following the initial prescreen call.