Natalie Inchiosa

IDR is seeking a skilled Business Account Representative to analyze customer inquiries to determine the best course of action for one-call resolution while managing team and individual productivity goals and maintaining the highest level of customer service. If you're looking for an opportunity to work for a rapidly growing large enterprise company in Pittsburgh, PA - APPLY TODAY! Responsibilities:

• Interact with customers via phone and e-mail in a professional and expedient manner by thoroughly analyzing and resolving inquiries and/or providing comprehensive responses accordingly.
• Ensure the timely resolution of all customer requests by identifying the cross-functional remediation necessary while achieving the pre-established service level time frames. Cross-functional requests may include but is not limited to remittance inquiries, billing inquiries, pricing and/or renewal inquiries.
• Analyze and reconcile customer accounts with respect to provision of service, billing and payment, and utility related information. Escalate issues as appropriate.
• Perform customer surveys for measurement of interaction quality and Net Promoter Score.
• Prepare and explain ad hoc excel-based reports for customers, brokers and internal functional teams regarding billing, payment and account balance activity.
• Perform basic financial analysis to determine amounts required for refunds, credits and lost savings requests; Prepare summarized reports required for approval of financial adjustments
• Track and maintain interaction data for analysis of customer trends by updating  customer management systems.
• Ensure customers understand contract provisions by having a comprehensive understanding of products and services, and the end-to-end customer lifecycle.  

Top Skills:

• 1 - 2 years of customer service experience in the energy industry, billing, or collections
• Strong analytical abilities and problem-solving skills
• Proficiency in Microsoft Office products including Word, Excel and Power Point
• Ability to analyze information, solve problems and make quick, fact-based decisions
• Ability to quickly gain proficiency in multiple systems which support service for customers

What’s in it for you?

• Competitive compensation package
• Full Benefits; Medical, Vision, Dental, and more!
• Opportunity to get in with an industry leading organization
• Close-knit and team-oriented culture

 Why IDR?

• 27+ Years of Proven Industry Experience in 4 major markets
• Medical, Dental, Vision, and Life Insurance
• ClearlyRated’s Best of Staffing® Client and Talent Award winner 10 years in a row

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