Call Center Specialist - Tier I

 

Your next career opportunity

As one of the largest utility distribution organizations in America, we constantly strive to bring our best to our customers, suppliers, and fellow associates. Irby Utilities is uniquely positioned to provide dynamic solutions to essential utility services impacting our local and broader communities.

 

Is it time to elevate your customer-service career? 

 If you are positive and enthusiastic about providing a first-class customer experience and committed to serving the community, then we are interested in getting to know you!  

At Irby, we rely on knowledgeable professionals to interact with our valued customers when they have questions or concerns. We’re looking for a highly skilled call center specialist to join our collaborative team, managing a high volume of inbound and outbound calls.  

 

The ideal candidate is an adaptive learner who can utilize scripts and talking points while applying them to identifying the problem and providing a solution.  He or she will be handling a variety of important supportive tasks, providing answers, insights, instructions, and purchasing assistance. As the voice of our company, the call center specialist must possess excellent communication and interpersonal skills, and enthusiasm for helping clients and driving satisfaction.  CUSTOMERS.FIRST. ALWAYS. 

  

What you’ll do: 

• Inbound and outbound calls to clients to learn about and address their needs and other issues with products or services 

• Respond efficiently and accurately to callers while providing solutions and ensuring clients feel supported and valued 

• Build relationships with clients and other call center team members based on trust and reliability 

• Meet or exceed call center metrics while providing excellent, consistent customer service 

• Utilize software, databases, scripts, and tools appropriately while taking detailed call notes and running call reports as necessary  

• Obtain in-depth knowledge of the department’s and/or company’s products and services 

 

What you need: 

•  High School Diploma or equivalent with 1-3 years’ experience in a call center environment  

• Exceptional customer service which includes active listening, ability to de-escalate calls, and excellent verbal and written communication skills 

• Proficiency with computers, especially CRM software, and strong data entry and typing skills 

• Efficient time management and decision-making skills 

• Ability to collaborate with a team in a close, fast-paced environment 

• Proven troubleshooting skills  

 

Why join our Irby Team? 

 Our leadership cares about – and invests in – YOU. Our people are responsible for our success and have been since our founding in 1926. 

 

Why work for Irby?

Irby Utilities is a crucial link in the distribution chain, connecting manufacturers to their customers in electrical power, natural gas, and broadband services. Our team delivers end-to-end solutions through logistical and operational support, sales and account management, project services, data analysis, and more. We firmly attribute our success to our people in e