Service Desk Representative Customer Support/Customer Support Specialist (Bilingual)

Dice is the leading career destination for tech experts at every stage of their careers. Our client, VDart, Inc., is seeking the following. Apply via Dice today!<br><br>You will play a vital role in delivering exceptional service and support to customers. The role focuses on resolving billing and account inquiries, providing real-time information, and ensuring first-contact resolution while maintaining a positive customer experience.<br><br>This role requires bilingual communication skills to effectively support a diverse customer base.<br><br><strong>Key Responsibilities<br><br></strong>Under direct supervision:<br><br><ul><li>Respond to and resolve customer inquiries related to billing, policies, and account services.</li><li>Educate customers on energy consumption and billing details.</li><li>Research and resolve non-routine customer issues using established procedures.</li><li>Record and process account commitments accurately.</li><li>Assist customers with online account access and mobile app support.</li><li>Apply problem-solving skills to achieve first-contact resolution.</li><li>Meet daily performance metrics and schedule adherence requirements.</li><li>Provide guidance and support to less experienced team members.</li><li>Perform additional job-related duties as assigned.<br><br></li></ul><strong>Customer Experience Expectations<br><br></strong><ul><li>Demonstrate empathy and active listening to understand customer needs.</li><li>Build positive customer relationships through clear communication and professionalism.</li><li>Proactively follow up when necessary to ensure resolution.</li><li>Embrace continuous improvement and contribute to a culture of transparency and trust.</li></ul>