Customer Assurance Specialist - IGS

Job Summary:

On the Customer Assurance team, you are the IGS brand champion, supporting internal and external customers through empathy, education, and advocacy. Our mission is to approach each customer individually and create customized solutions.

Primary Responsibilities:

- Demonstrate full understanding of current IGS programs and processes; communicate clearly to customers in order to assist them in making an informed decision.

- Approach customer interactions with a solutions-oriented mindset while demonstrating active listening and empathy.

- Ability to navigate systems and resources to provide accurate resolutions in accordance with established processes.

- Takes assist line calls and escalation calls from Customer Solutions Specialists needing support.

- Ability to confidently de-escalate customers who may be frustrated/irate or have complex concerns.

- Responsible for resolving research requests through investigation and partnership with other areas of the business in a timely manner that meets business expectations.

- Provide Omnichannel support including customer chat support, answering email inquiries, responding to Social Media messages, and company intranet maintenance.

- Build strong relationships with internal and external partners through assistance, service and education.

- Collaborate with immediate and extended teams in managing task volume, team coverage, identifying trends, and providing optimal customer resolutions.

- Ability to achieve goals with a balance of quality and timeliness by utilizing a high level of urgency and prioritizing job responsibilities to appropriately address departmental tasks.

- Strong emphasis on supporting various lines of business within the organization.

- Demonstrates reliability via attendance, punctuality, and schedule adherence.

- Other responsibilities and duties as assigned.

Required Skills:

- Ability to work independently.

- Strong relationship building skills with a high degree of responsiveness, reliability, and integrity.

- Operate effectively in a team environment.

- Strong interpersonal, verbal, and written communication skills.

- Excellent customer service and problem-solving capabilities.

- Professionalism and accuracy during interactions with internal and external customers.

- Ability to meet deadlines and maintain productivity levels.

- Basic knowledge of Windows, MS Office Suite, and Internet Explorer.

Minimum Education and Experience:

- High school diploma or equivalent

- Preferred 2 years minimum related work experience.

Work Authorization:  Applicants must be authorized to work in the US on a full-time basis. Unfortunately, a current or future need for sponsorship is not supported or available for this position.

Salary Range:
$37,860.00 - $56,790.00 *This range reflects base pay only. Incentive earnings, like commissions or bonuses, are not included.
This role is also eligible for an annual incentive plan based on company performance, as well as team or individual incentives.

How We Support Your Wellbeing:
Our employees are our most valuable asset. That’s why at IGS, we are committed to offering a holistic benefit program that allows employees to stay healthy, feel secure, and maintain flexibility in their wellbeing journey.

- Healthcare Essentials:  Comprehensive coverage including medical (plus free telehealth), dental, vision, and employer health savings account contributions.

- Mental Wellbeing:  Robust support through Headspace and free mental healthcare visits for you and your dependents.

- Family Planning Support:  Extensive assistance with Maven, paid family and caregiver leave, and fertility, adoption, and surrogacy services.

- Financial Readiness:  Strong financial foundation with a 401(k) plan, company match, and access to financial wellbeing tools.

- Work-Life Balance:  Paid time off, tuition reimbursement, paid leaves, employee hardship fund, and a wide range of additional perks.

Equal Opportunity Employment :
It is the policy of IGS Energy to ensure equal employment opportunity in accordance with all applicable federal and state regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age, sexual orientation, gender identity, military status, and veteran status or other legally protected class under applicable law is prohibited. If you require a reasonable accommodation to complete any part of the application or interview process, please contact HRLOA@igs.com.