Customer Relations Representative

Team Fishel, the Best Choice in Utility Engineering and Construction, is hiring Customer Relations Representatives for our Richmond, VA based Professional Services Group.

The Customer Relations Representative provides communication support throughout the life cycle of a project as it relates to both our engineering and construction services. Teammates in this role are responsible for establishing and maintaining professional and positive relationships with customers on behalf of our customer and ensuring issues are addressed consistently with company policies and practices. Works under general supervision.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience

• Process customer requests in a courteous, efficient and timely manner

• Manage customer interactions professionally and efficiently

• Effectively address customer questions, complaints and concerns within the scope of responsibility

• Facilitate customer issue escalations to local management/support as required

• Determine necessity for field visits

• Meet with customers on site where construction has commenced

• Participate in quality coaching sessions to ensure efficient and effective interactions with customers

• Keep supervisor informed of any work-related concerns

• Perform other duties as assigned

Requirements & Qualifications

• Ability to read, write, speak and understand English, bilingual in Spanish a plus

• Ability to handle multiple tasks

• Strong organization and time management skills

• Excellent interpersonal skills

• Proficiency with PCs, Microsoft Office Suite and general intranet navigation

• High school diploma or equivalent

• Experience working in cable operations and/or telecommunications call center preferred but not required

• This position requires 50 to 75% field (outdoor) work