Customer Experience Generalist

General Description

The Customer Experience Generalist plays a key role in supporting the Customer Service department across diverse functions, including Collections, Dispatch, Billing, and the Call Center. This dynamic and adaptable position requires a proactive, customer-focused professional capable of navigating shifting priorities while consistently upholding exceptional service standards and embodying the Toho Promise. This role is essential in driving operational efficiency and ensuring seamless, high-quality customer experience. This position will work collaboratively with multiple supervisors across various functions. The individual will engage with the appropriate supervisor(s) depending on the assigned tasks and responsibilities, ensuring effective coordination and support from all relevant parties

Essential Functions

- Adapt to various roles, following departmental procedures, and shift focus based on urgent needs to ensure seamless operations.

- Maintain clear and professional communication with customers, field staff, and internal teams to support smooth coordination and timely updates.

- Prioritize tasks, troubleshoot issues, and complete work in a timely manner while ensuring accuracy and quality across all functions.

- Suggest and implement process improvements to enhance operational efficiency while ensuring compliance with Toho policies and regulations.

Minimum Qualifications

Any combination of training and experience that would provide the required knowledge, skills and abilities is qualifying. A typical way to obtain that required qualification would be:

- A minimum of a high school diploma or GED issued from an approved GED Administrator.

- Minimum 2 years' relevant experience.

- Any combination of education and experience which demonstrates the candidate’s ability to perform successfully in this position will be considered.

- Must possess and maintain a valid State of Florida Class E Driver's License

Physical Demands

Knowledge, Skills & Abilities

- Exceptional organizational skills with a high level of attention to detail, ensuring thorough follow-through and professionalism under pressure.

- Strong communication and interpersonal skills, with the ability to work effectively both independently and as part of a team.

- Proven ability to manage projects, multitask, prioritize tasks, and meet deadlines in fast-paced environments.

- Sound judgment and discretion, with the ability to maintain confidentiality of sensitive information and documents.

- Proactive, resourceful, and flexible, with a positive attitude and confidence to take initiative, make decisions, and adapt within established guidelines.

- Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and familiarity with CIS, meter data systems, and payment portal systems (preferred).

- Excellent verbal and written communication skills, paired with strong problem-solving abilities to de-escalate challenging situations effectively.

- High attention to detail and accuracy in data entry, record-keeping, and overall task execution.

Health, Dental, and Vision Medical Insurance

Employee Onsite Wellness Center

401(a) and 457 Retirement Plans

Retirement Match

Group Basic Life Insurance / AD&D

Paid Vacation and Holidays

Paid Sick Time / Sick Bank

Employee Assistance Program

Flexible Spending Account Program

Dependent Care (FSA)

Longevity and Christmas Bonuses

Tuition Reimbursement

01

Do you currently possess a valid class E State of Florida Driver's License?

- Yes

- No

02

If you answered "No" to the above question, are you able to obtain a State of Florida Class E Driver's License prior to employment?

- Yes

- No

03

What is the highest degree or level of school you have completed? If currently enrolled, highest degree received.

- High school graduate, diploma or GED from approved GED Administrator

- Some college, no degree

- Associates degree

- Bachelor's degree or higher

04

How many years of experience do you have working in a Customer Service role?

- No experience

- 1 year of experience

- 2 years of experience

- 3 years of experience

- 4 or more years of experience

05

Please describe why you are the best candiate for the Customer Service Generalist Position.

Required Question