CustomerServiceConsultant

**POSITION SUMMARY:** With an in-depth knowledge of the Company’s services and processes, a Customer Service Consultant delivers the highest level of quality service to our customers, acts as a resource for others on the service team, and cross-sells additional services to residential and commercial customers. The Customer Service Consultant receives and responds to escalated residential and commercial customer calls and inquiries, which are typically complex in nature and require research and investigation to reach resolution. While resolving the customers’ issues, the Customer Service Consultant identifies additional service needs and uses these opportunities to generate additional revenue by selling additional services. This position is responsible for delivering superior customer service in a prompt, respectful and courteous manner to ensure concerns are resolved. **PRINCIPAL RESPONSIBILITIES:** * Identify additional service needs during customer service calls; take advantage of cross-sell opportunities to generate additional revenue and contribute to the Company’s growth and profitability goals. * Respond to escalated customer service calls in a timely and accurate manner ensuring that residential customer issues and concerns are treated in a respectful and professional manner. * Effectively respond to escalated issues regarding commercial service changes and contract compliance matters, which may involve outbound calls and other communications to resolve complex issues including service level changes, contractual obligations, billing escalations, service cancellations, price increases, profitability analyses and equipment issues. * Maintain team and site level awareness of quality, productivity and efficiency. Work with supervisor to make improvements as necessary. * Serve as a primary resource for others, facilitating timely and accurate exchange of information among team members and customers. * Return all internal and external calls, emails and faxes in a t