JOB DETAILS

Premier Support Consultant

Cargas Systems • Full-time • Lancaster, PA, US • 5m ago

Looking for an opportunity with a company whose Core Values include Teamwork, Customer Care and Employee Ownership? Cargas is that company. Being recognized for 18 years on the PA Best Places to Work confirms that we do what we say.

From our employee-owned culture to our flip-flop-friendly dress code, Cargas does things a little differently. You get to be in the thick of the action. We practice Open Book Management, so you know the sales, profits, challenges, and opportunities. We collaborate at all levels, so your ideas are heard. We have a flexible work environment, so we trust you to make good decisions on when you need to put in extra effort to take care of customers and when you can take time for personal matters. We share success widely through our Profit Sharing, Bonus Plan, and Employee Ownership. We work hard and have fun!

We are seeking a Premier Support Consultant on our Energy team to solve inbound customer inquiries via chat, email, and support tickets in a timely and professional manner. The Premier Support Consultant will need to provide an exceptional customer experience by delivering user education efficiently and accurately on triaged customer inquiries typically consisting of more complex business problems.

Duties Include

Provide an exceptional customer experience by delivering user education efficiently and accurately on triaged customer inquiries typically consisting of more complex business problems.
Solve inbound customer inquiries (chat, email, tickets, etc.) in a timely and professional manner with a goal to decrease individual average first reply time (as applicable) while achieving Cargas Energy ticket resolution time goals on individual ticket solves.
Apply critical thinking skills and problem solving to each customer inquiry with an effort to decrease over reliance on various support channels.
Effectively interact with all levels of Premier customer base, from CIO’s to CSR’s.
Quickly identify and prioritize issues that slow or stop business operations.
Assign ticket to correct queue if unable to close the inquiry, post full triaging efforts including noting individual ticket records with all supporting documentation and triage efforts taken.
Practice the KCS methodology (Knowledge-Centered Service) when possible with a goal to improve individual KCS engagement.
Design and provide support appropriate training, as needed, to customers on new features and functionality; Meet with customers on complicated inquires easier solved via phone, and/or by request of customer or Cargas Energy leadership.
Assist Cargas Energy team with any needs in a manner that meets our collaboration and teamwork values; Collaborate and participate in team activities including but not limited to team chat functionality, meetings, etc.
Work collaboratively, proactively, and effectively with customers to meet their expectations for identification and resolution of issues that may arise involving application of the productor related services.
Maintains accurate and timely documentation.
Other duties as assigned.

Education/Experience Requirements

1-4 years’ experience in a customer-facing position (software support experience a plus);
Bachelor’s degree, preferred;
Experience in the Energy field preferred (i.e. Gas, Propane, Fuel Oil, or Service/Delivery);
Or equivalent combination of education and experience.

Professional/Technical Knowledge Requirements

Proficiency in Microsoft Office Suite software;
Ability to learn Cargas products, remote support software and ticketing system;
Strong skills in listening, conflict resolution and communication;
Strong time management skills;
Ability to work independently and with a team;
Read, write, understand and speak English fluently;
Basic SQL programming skills, preferred;
Zendesk experience, preferred.

Cargas Systems is an Equal Opportunity Employer and is committed to workplace diversity.

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