Customer Service Representative

We are looking for a Customer Service Representative to support utility customers in Concord, New Hampshire through a Long-term Contract opportunity. This role is ideal for someone who communicates clearly, handles billing-related questions with confidence, and delivers dependable service across phone and CRM channels. The position begins with onsite training for approximately 4 to 6 weeks and then moves to a hybrid schedule with in-office work on Tuesdays and Thursdays, while remaining flexible for emergency staffing adjustments when needed.

Responsibilities:

• Respond to incoming customer calls and provide timely, courteous assistance for service-related questions and account concerns.

• Use CRM tools to document interactions accurately, update account details, and track follow-up actions.

• Help customers understand billing information, investigate charges, and resolve payment-related inquiries with care and accuracy.

• Maintain a high standard of service while managing multiple requests in a fast-paced support environment.

• Escalate complex customer issues when appropriate and coordinate with internal teams to support resolution.

• Adapt to schedule changes during emergency situations, including weather-related events that may require additional coverage.

• Participate in onsite onboarding and training before transitioning into the established hybrid work arrangement.

Qualifications:

• Previous experience in customer service, call handling, or a similar support role.

• Working knowledge of CRM systems and the ability to navigate customer account information efficiently.

• Experience assisting customers with billing questions, payment issues, or account discrepancies.

• Strong verbal communication skills with a detail-oriented and customer-focused approach.

• Ability to manage inbound calls effectively while maintaining accuracy in documentation.

• Comfortable working onsite during the initial training period and following a hybrid schedule afterward.

• Flexibility to adjust work hours when business needs change due to emergency conditions.

Compensation

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