Call Center Specialist - Tier II

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As one of the largest utility distribution organizations in America, we constantly strive to bring our best to our customers, suppliers, and fellow associates. Irby Utilities is uniquely positioned to provide dynamic solutions to essential utility services impacting our local and broader communities.

Job Description

At Irby, we rely on knowledgeable professionals to interact with our valued customers when they have questions or concerns. We’re looking for a highly skilled Tier 2 call center representative to join our team. Tier 2 Call center techs will be responsible for Receiving inbound and responding to outbound calls, customer contacts including but not limited to voice, emails and online chat; providing information, technical advice and program guidance related to complex inquiries on Irby clients products and services including specialty products to residential and small business customers.

Job Responsibilities

- Handles Tier 2 customer contacts, escalated contacts from Tier 1 Agents, and overflow customer contacts including but not limited to voice, and emails; listens actively to determine customer needs and answers questions. Demonstrates courtesy, patience and professionalism while providing information to customers.

- Assists external users of Irby’s Clients online systems and applications by answering questions and solving problems involved in their service such as, but not limited to: customer outages, technical questions, password resets and other services that need attention.

- Provides first contact resolution as appropriate; confirms customer understanding of complex issues requiring advanced research; resolves inquiries in accordance with Customer Care Center service standards and guidelines.

- Researches information from various Irby software systems, internet, and manuals to answer inquiries and initiate call backs to customers pertaining to Irby client products and services using a telephone, computer, electronic reference tools, the internet, and manuals. Provides detailed information about Small Business products and services and conducts additional research as needed.

- Applies Irby customer service standards on each type of contact to suggest appropriate Irby products and services, to educate customers, and maximize up-sell opportunities.

- Investigates inquiries to determine status of outages and maintenance windows for all of the Irby Clients systems.

- Works collaboratively with other Call Center technicians (Tier 1&2), Supervisors and Management; determines which inquiries should be escalated or transferred and routes inquiries in a timely manner.

- Identifies and reports unusual or repetitive customer inquiries, complaints or areas of misinformation to team members and Supervisors.

- Documents and monitors the status of outstanding problems and ensures they are resolved; creates a record of the type of contact in a computerized tracking system for referral and historical purposes.

- In-depth knowledge of a company's products and/or services

- Adhering to all company policies and procedures.

- Other duties as assigned

Job Qualifications

- High School Diploma or equivalent.

- More education or experience may be preferred.

- Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.

- Proficiency with computers, especially with CRM software, and strong typing skills.

- Strong time management and decision making skills.

- Adaptability and accountability.

- Proficient in relevant computer applications

- 1-3 years of experience in a call center environment

- Knowledge of customer service practices and principles

- Excellent data entry and typing skills

- Experience in dealing with the public.

- Excellent communication skills, including verbal with proper grammar.

- Ability to work with others in a close manner.

- A patient and empathetic attitude

- Adaptability and flexibility

- Comfortable working in fast-paced environments

- Troubleshooting skills, either basic or advanced, depending on the role and industry

Why work for Irby?

Irby Utilities is a crucial link in the distribution chain, connecting manufacturers to their customers in electrical power, natural gas, and broadband services. Our team delivers end-to-end solutions through logistical and operational support, sales and account management, project services, data analysis, and more. We firmly attribute our success to our people in each of these fields, and we are constantly advancing our skills and abilities.

Our Competitive Benefits?

401K Plan, Competitive Medical Plans (medical, dental, and vision), Paid Time Off, Paid Company Holidays, Floating Holiday, On Demand Pay, Flexible Spending Accounts (Health and Dependent Care), Employee Assistance Program, Tuition Reimbursement, Employee Discounts, Long-term and Short-term Disability, and Life Insurance.

About Irby

Irby is a leading fulfillment and solutions provider for utility and utility contracting marketplaces. Pairing nearly 100 years of utility experience with the industry’s top technologies and manufacturers, Irby is poised to provide innovative products and customized services to serve its nationwide client base best. Irby offers a complete portfolio to each of its core business segments: distribution, transmission, substation, generation, renewable energy, EPC, fiber/broadband communications, and gas. Visit irby.com for more.

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Equal Employment Opportunity Statement

Sonepar is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, or any other categories protected by federal, state or local law..

Sonepar and our family of brands are committed to the full inclusion of all qualified individuals. In keeping with our commitment, we will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please call 843-745-2420 or email recruiting@sonepar-us.com.

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