Senior Lead CSR - Nights and Weekends

About Nitor Billing Services, LLC

Nitor Billing Services, LLC (“Nitor Billing”) provides customer support and billing services to clients primarily in the water and sewer utility space. Founded in 2015, We are a growing company looking for team members that enjoy helping customers, are comfortable using technology and the internet, and demonstrate personal drive and responsibility.

Customer support is provided by our virtual contact center team who respond to customer calls and emails to answer questions about bills, rates, service issues, emergencies, or other general questions about the utility service. The contact center operates 24 hours a day, 7 days a week.

Position Summary:

The Senior Lead Customer Support Representative -Nights/Weekends reports to the Contact Center Manager. This position is responsible for leading the after hours customer support team and monitoring all afterhours contact center activities. The Senior Lead Customer Support Representative will work closely with after hours CSR’s support their needs, to continuous coach CSR’s, monitor afterhours workorders, track emergency work orders, issue boil water advisories and to enhance phone skills. This position will also assist in some customer support duties as needed.

This is remote, work from home position based in Missouri. The work scheduled would be outside of normal weekday contact center hours.

The company hours of operation are 24/7, 365. The company provides a laptop with the necessary software to perform the job duties.

Position Responsibilities

• Responsible for Call Center coverage/monitoring during afterhours and weekend shifts.
• Train and Develop afterhours Customer Support Representatives.
• Monitor and Track emergency work orders that are open and in-progress.
• Responsible for posting boil water advisories for customers- across multiple platforms.
• Oversee all standard operating procedures to ensure our client’s expectations are met or exceeded.
• Handle inbound customer calls and emails, as needed.
• Handle inbound calls from Operations and update on in-progress work orders.
• Additional hours may be required during a weather-related event.
• Other duties as assigned.

Skills & Experience

• Effective and professional communication skills, both written and oral.
• Self-starter able to self-manage time and monitor activities within the Contact Center.
• Exceptional Customer Service skills, including the ability to remain calm in high pressure or continually changing situations.
• Excellent organization skills and the ability to be the eyes and ears for management
• Detail Oriented. Attention to detail to ensure adherence to standard operating procedures, call quality and metrics.
• Excellent de-escalation abilities.
• Proficient with Microsoft Office applications, particularly Excel(proficient, not expert), as well as Word, Outlook, and Teams.
• Ability to work in multiple technology systems to assist customers and teammates.
• 5+ Years of Experience in a customer service lead or supervisor role.
• Bachelor’s or Associates preferred, but not required.

Competencies

• Excellent written and oral communicator
• High degree of attention to detail
• Self-starter & Independent worker
• Team player
• Flexible and adaptable to changing situations
• Demonstrates initiative to solve customer problems
• Resilient and able to remain calm under pressure