392 Support Staff jobs in Hidd

Rowan Energy Norway is a dynamic and innovative company specializing in the oil, energy, gas, and petrochemical sectors. With a strong focus on crude oil drilling, oil exploration, and renewable energy sources, we are committed to delivering sustainable solutions in the energy industry.

At Rowan Energy Norway, we prioritize safety, environmental responsibility, and operational excellence. Our team of highly skilled professionals is driven by a shared vision of delivering superior results while minimizing our ecological footprint. By adhering to strict industry standards and employing advanced technologies, we strive to achieve the highest levels of operational efficiency and environmental stewardship.

Our company name, Rowan Energy Norway, embodies our commitment to growth, resilience, and adaptability. Just as the rowan tree symbolizes strength and protection, we aim to be a steadfast presence in the energy industry, providing reliable and sustainable solutions for our clients and partners.

We are seeking a dedicated Customer Support Representative to join our team. The ideal candidate will be responsible for providing exceptional customer service, handling customer inquiries, and assisting with debt collection from delinquent clients and managing accounts receivable. This role plays a crucial part in maintaining positive customer relationships and ensuring timely payment collection.

Key Responsibilities

• Respond to customer inquiries and resolve issues promptly and professionally
• Assist with debt collection efforts from delinquent clients
• Manage accounts receivable, including invoicing, follow-ups, and payment processing
• Collaborate with the finance team to ensure timely collection of payments
• Maintain accurate and detailed records of customer interactions and payment transactions
• Provide feedback on customer service and collection processes for continuous improvement
• Adhere to company policies, procedures, and regulatory requirements
  
  

• Previous experience in customer service and/or collections preferred
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Proficiency in using CRM software and other relevant tools
• Ability to work effectively both independently and as part of a team
• Knowledge of accounts receivable management and debt collection practices is a plus
  
  

• Previous experience in customer service and/or collections preferred
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Proficiency in using CRM software and other relevant tools
• Ability to work effectively both independently and as part of a team
• Knowledge of accounts receivable management and debt collection practices is a plus
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Other
• Industries Non-profit Organizations

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• Lead and mentor a team of customer support representatives.
• Oversee daily support operations and ensure timely resolution of customer inquiries.
• Develop and implement customer service policies and procedures.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs).
• Train and onboard new support team members.
• Handle escalated customer complaints and complex issues.
• Analyze customer feedback and identify areas for improvement.
• Collaborate with product and sales teams to enhance customer satisfaction.
• Maintain and update support documentation and knowledge base.
• Foster a positive and customer-centric team culture.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot technical issues related to the company's products and services.
• Provide clear and concise instructions and guidance to customers on product usage and features.
• Identify, document, and escalate complex issues to the appropriate internal teams.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Develop and maintain a deep understanding of the company's product offerings.
• Contribute to the creation and updating of knowledge base articles and support documentation.
• Gather customer feedback and relay it to the product development team to drive improvements.
• Meet or exceed individual and team performance targets for customer satisfaction and response times.
• Follow established procedures and protocols for customer support.
• Assist with onboarding new customers and providing initial training on product use.
• Proactively identify opportunities to enhance the customer support process.

• High school diploma or equivalent required; Associate's or Bachelor's degree in a relevant field is a plus.
• Minimum of 2 years of experience in customer service or technical support.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical skills.
• Ability to remain calm and professional under pressure.
• Proficiency with common office software and CRM systems.
• Familiarity with technology products and services is advantageous.
• Ability to work independently and as part of a collaborative team.
• Strong listening skills and attention to detail.
• A positive attitude and a genuine desire to help customers.

• Lead, train, and motivate a team of customer support representatives to deliver exceptional service.
• Develop and implement customer support policies, procedures, and standards.
• Monitor customer interactions to ensure quality, accuracy, and adherence to company guidelines.
• Handle escalated customer inquiries and resolve complex issues in a timely and efficient manner.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with other departments, such as Product Development and Sales, to address customer needs and concerns.
• Manage the scheduling and workload distribution of the support team.
• Develop and deliver training programs for new and existing support staff.
• Contribute to the development and improvement of support tools and resources.
• Ensure customer satisfaction by providing prompt, accurate, and courteous support.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 5 years of experience in customer service, with at least 2 years in a leadership or supervisory role.
• Proven ability to lead and motivate a team.
• Excellent problem-solving, communication, and interpersonal skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to manage multiple priorities and work effectively under pressure.
• A passion for delivering outstanding customer experiences.

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Provide accurate information about products, services, and company policies.
• Troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments when necessary.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Process orders, forms, applications, and requests as needed.
• Identify and assess customers' needs to achieve satisfaction.
• Follow communication procedures, guidelines, and policies.
• Strive to meet and exceed individual and team performance targets.
• Gather customer feedback and share insights with the management team to improve services.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Assist in training new customer support agents.
• Stay updated on product knowledge and company offerings.

• High school diploma or equivalent; Associate's degree or relevant certification is a plus.
• Proven customer support experience or experience as a client service representative.
• Excellent communication and interpersonal skills.
• Strong phone and active listening skills.
• Proficiency in using customer relationship management (CRM) software and systems.
• Ability to multitask, prioritize, and manage time effectively.
• Patience and empathy when dealing with customer concerns.
• Problem-solving abilities and a calm demeanor under pressure.
• Familiarity with Microsoft Office Suite.
• Ability to learn quickly about products and services.
• Team player with a positive attitude.

• Lead, train, and mentor a team of customer support representatives to achieve high performance.
• Oversee daily customer support operations, ensuring timely and effective resolution of inquiries.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Handle escalated customer complaints and complex issues, providing timely and satisfactory resolutions.
• Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Identify training needs for the support team and develop relevant training programs.
• Collaborate with other departments (e.g., Sales, Technical Support) to ensure a seamless customer experience.
• Gather customer feedback and provide insights to product and service improvement teams.
• Maintain accurate records of customer interactions and support activities.
• Contribute to the development and implementation of new customer support tools and technologies.
• Ensure the team adheres to company standards and ethical guidelines.
• Foster a positive and collaborative team environment.
• Regularly review team performance and provide constructive feedback.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
• Proven track record of leading and motivating customer support teams.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Experience with customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to analyze data and identify trends to improve customer service processes.
• Strong problem-solving abilities and decision-making skills.
• Experience working in a hybrid work environment is preferred.
• Ability to adapt to changing priorities and work effectively in a dynamic environment.