Customer Service Consultant job description
Updated March 14, 2024
9 min read
Customer service consultants are individuals who have been in the customer service industry for quite some time or have had extensive experience in the field. They work as senior members of a company's customer service team where they provide insights, recommendations, and action plans on how to improve the team's performance.
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Example customer service consultant requirements on a job description
Customer service consultant requirements can be divided into technical requirements and required soft skills. The lists below show the most common requirements included in customer service consultant job postings.
Sample customer service consultant requirements
- High School Diploma or equivalent
- Experience in customer service
- Excellent communication skills
- Ability to work flexible hours
- Proficiency in computer skills
Sample required customer service consultant soft skills
- Empathy and patience when dealing with customers
- Ability to work well in a team environment
- Positive attitude and strong work ethic
- Problem-solving skills to resolve customer issues
- Ability to adapt and learn quickly
Customer Service Consultant job description example 1
Sutherland customer service consultant job description
Job DescriptionJob Description
Sutherland is seeking enthusiastic and people-oriented professionals to join our dynamic team as Customer Support Consultants. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Consultants in this role get to: Strengthen relationships: Support for general billing inquiries. Access customer records and verify customer account information. Identify potential customer needs and recommend solutions. Place follow-up calls to customers to ensure their needs are met in an efficient manner. Develop problem solving abilities: Access customer databases, knowledge resources and technical applications to determine root causes and resolutions. Teamwork: Interact with client departments (test desk, field service, dispatch) regarding escalations. Schedule a technician visit when needed. Improve technical skills: Attend job-related training:Qualifications
Our most successful candidates have: - High School diploma or equivalent - Basic PC keyboarding skills Microsoft Office experience (Outlook, Word, Excel) - Direct client contacts technical support experience - Excellent verbal and written communication skills - Strong problem-diagnosis and problem-solving skills - Multi-tasking skills, showcased using several applications - Experience working with CRM applications (preferred) - Ability to be goals oriented - Strong communication skills and ability to express ideas clearly - To work from home you must: 2.0 Ghz Dual Core or better processor,2 GB RAM (some employment opportunities require a minimum of 4 GB RAM),10 GB available hard drive space,Sound card,Windows 7, including Windows 8 and 8.1, Internet speeds of 1 Mbps upload and 15 Mbps download, Dual ear (designed to minimize audio interference from outside sources). Noise cancelling microphone
Additional Information
Sutherland is seeking enthusiastic and people-oriented professionals to join our dynamic team as Customer Support Consultants. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Consultants in this role get to: Strengthen relationships: Support for general billing inquiries. Access customer records and verify customer account information. Identify potential customer needs and recommend solutions. Place follow-up calls to customers to ensure their needs are met in an efficient manner. Develop problem solving abilities: Access customer databases, knowledge resources and technical applications to determine root causes and resolutions. Teamwork: Interact with client departments (test desk, field service, dispatch) regarding escalations. Schedule a technician visit when needed. Improve technical skills: Attend job-related training:Qualifications
Our most successful candidates have: - High School diploma or equivalent - Basic PC keyboarding skills Microsoft Office experience (Outlook, Word, Excel) - Direct client contacts technical support experience - Excellent verbal and written communication skills - Strong problem-diagnosis and problem-solving skills - Multi-tasking skills, showcased using several applications - Experience working with CRM applications (preferred) - Ability to be goals oriented - Strong communication skills and ability to express ideas clearly - To work from home you must: 2.0 Ghz Dual Core or better processor,2 GB RAM (some employment opportunities require a minimum of 4 GB RAM),10 GB available hard drive space,Sound card,Windows 7, including Windows 8 and 8.1, Internet speeds of 1 Mbps upload and 15 Mbps download, Dual ear (designed to minimize audio interference from outside sources). Noise cancelling microphone
Additional Information
EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.
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Customer Service Consultant job description example 2
Paylocity customer service consultant job description
When you feel like you belong, work is no longer work – it's personal. At Paylocity, we believe better employees lead to better companies. Workplaces and cultures that
care
will build the future, and at Paylocity, we’re doing just that. Join us as we develop strategies for change and transform the trajectory of your career!
We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.
Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.
Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!
Position Overview:
Our Emerging Market Implementation Consultant role is an entry-level position allowing the Emerging Market Implementation Consultant the opportunity to learn the foundations of Paylocity’s suite of payroll and human resource products. Emerging Market Implementation Consultant is responsible for understanding the needs of our small business clients and configuring our applications accordingly. The Emerging Market Implementation Consultant will provide first level support to our clients by facilitating training and payroll processing support until their transition to our Client Services team. Paylocity is committed to providing our clients with a high level of service; this position is responsible for maintaining this commitment within our Implementation area.
Location: Meridian, ID
Reports To: Implementation Leadership
Responsibilities:
Successful facilitation of client calls Provide a positive client experience Facilitate the entry of prior provider payroll data to the Paylocity application Educate the client on how to navigate Paylocity’s suite of applications to efficiently process payroll Collaborate internally between the client and other Paylocity partners as needed Perform quality assurance tasks to ensure accuracy of all work Responsible for a seamless onboarding experience for our small business clients Some travel up to 5% required All other duties as assigned
Requirements:
Bachelor’s degree or an equivalent combination of education and experience preferred High customer service orientation with the ability to develop strong internal relationships Computer skills, including familiarity with web-based applications and MS Office programs, required; a solid understanding of Excel is a plus Willingness to perform a wide variety of tasks and projects under the supervision Ability to effectively solve problems by leveraging internal Paylocity resources
Soft Skills:
Excellent written and verbal communication skills Strong analytical skills, attention to detail, organizational skills, and time management Ability to work in a fast-paced environment
Paylocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Paylocity is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
About Paylocity:
At Paylocity, caring is in our makeup. It’s who we are. We’re more than a cutting-edge HR and payroll tech company with crazy good reviews (just sayin'). We're people.Because people matter most. And people have always been at the heart of our business. Since our founding in 1997, this is the thing that's stayed the same, from our employees to the millions of users nationwide that access our platform every month. We pride ourselves on partnering with our clients to build the workplace you and your employees crave.That's us, in a nutshell. It's nice to meet you. Let's go forward together.
care
will build the future, and at Paylocity, we’re doing just that. Join us as we develop strategies for change and transform the trajectory of your career!
We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.
Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.
Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!
Position Overview:
Our Emerging Market Implementation Consultant role is an entry-level position allowing the Emerging Market Implementation Consultant the opportunity to learn the foundations of Paylocity’s suite of payroll and human resource products. Emerging Market Implementation Consultant is responsible for understanding the needs of our small business clients and configuring our applications accordingly. The Emerging Market Implementation Consultant will provide first level support to our clients by facilitating training and payroll processing support until their transition to our Client Services team. Paylocity is committed to providing our clients with a high level of service; this position is responsible for maintaining this commitment within our Implementation area.
Location: Meridian, ID
Reports To: Implementation Leadership
Responsibilities:
Successful facilitation of client calls Provide a positive client experience Facilitate the entry of prior provider payroll data to the Paylocity application Educate the client on how to navigate Paylocity’s suite of applications to efficiently process payroll Collaborate internally between the client and other Paylocity partners as needed Perform quality assurance tasks to ensure accuracy of all work Responsible for a seamless onboarding experience for our small business clients Some travel up to 5% required All other duties as assigned
Requirements:
Bachelor’s degree or an equivalent combination of education and experience preferred High customer service orientation with the ability to develop strong internal relationships Computer skills, including familiarity with web-based applications and MS Office programs, required; a solid understanding of Excel is a plus Willingness to perform a wide variety of tasks and projects under the supervision Ability to effectively solve problems by leveraging internal Paylocity resources
Soft Skills:
Excellent written and verbal communication skills Strong analytical skills, attention to detail, organizational skills, and time management Ability to work in a fast-paced environment
Paylocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Paylocity is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
About Paylocity:
At Paylocity, caring is in our makeup. It’s who we are. We’re more than a cutting-edge HR and payroll tech company with crazy good reviews (just sayin'). We're people.Because people matter most. And people have always been at the heart of our business. Since our founding in 1997, this is the thing that's stayed the same, from our employees to the millions of users nationwide that access our platform every month. We pride ourselves on partnering with our clients to build the workplace you and your employees crave.That's us, in a nutshell. It's nice to meet you. Let's go forward together.
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Customer Service Consultant job description example 3
Eversource Energy customer service consultant job description
Check out this video and find out why our team loves to work here!
In this role you will be assisting with planning, coordinating and overseeing Billing and MDM related activities and assignments associated with a variety of Training, Monitoring and documenting work processes (i.e. testing, Focus on working knowledge of Billing and MDM). You will provide analytical, systems and operational oversight and coordination of the Billing within the Customer Operations organization through the planning, development and implementation of analytical tasks and assignments.
Assist with planning, developing and implementing a variety of training as needed, including helping to develop detailed business processes for any new or changing processes Assist with gathering monitoring for Supervisors related to the Billing and MDM in the Customer Operations organization.Assist with supporting IT and external vendor business partner IT teams to submit issues and help troubleshoot / resolve system and other operational and / or customer impact issues that surface related to Billing.Act as a liaison and point of contact representing the Billing and MDM, supporting development of business requirements / specifications for system development projects for new /existing systems.As needed, participate on special projects / work teams to assist with implementing key initiatives, strategies and process improvements that identify and recommend solutions to problems that help better serve our customers.Assist in coordination of key projects including schedule development and assignments as required.Assist with analysis of proposed or existing methods, policies, procedures, processes, and/or technologies related to Customer Operations activities.Provide input to help recommend and follow through on operational, system or procedural improvements, including manual or automated processes and applications related to billing operations.Perform assigned Storm Duty roles and responsibilities during major storm / outage emergency events as required, as well as support any other catastrophic or business continuity/ disaster recovery situation.
Technical Knowledge/Skill:
Individual should have a thorough knowledge of Eversource customer service systems, Microsoft Office and other Eversource-related systems (e.g., Storms, Fieldnet);Knowledge of CT, MA and NH regulations concerning customer service Excellent interpersonal and communication skills Ability to gather and analyze complex information to determine facts; make recommendations and appropriate decisions, and initiate action accordingly.Demonstrated ability to function independently or in the capacity of a resolution team member Ability to plan, coordinate and execute assignments Demonstrated ability to effectively represent Customer GroupAbility to communicate with all levels of the organization including senior management Ability to work effectively under the pressure of severe time restraints.Proficient in oral and written communications is required.
Education:
Bachelor's degree in Accounting, Business Administration, Economics, related field or equivalent experience
Experience:
A minimum of 1 to 2 years of related experience is required
Working Conditions:
Must be available to work emergency restoration assignments as required.Must be available to travel between MA/CT/NH as necessary.Work is performed primarily in an office environment which requires standing, sitting, walking, climbing stairs, writing, typing, speaking, and presenting with individuals and groups. Work involves extensive use of a computer and significant interaction with individuals and groups from many business areas and position levels.
Worker Type:
Regular
Number of Openings:
1
EEO Statement
Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.
VEVRRA Federal Contractor
Vaccination Information:
Eversource requires all new employees to be fully vaccinated for COVID-19 by their first day of employment. If you have any concerns regarding compliance with this requirement, you will need to discuss your concerns with Eversource's HR department after you have been made a conditional offer of employment. Eversource does not require applicants to discuss vaccination status prior to receipt of a conditional offer of employment and complies with all applicable laws.
Emergency Response:
Responding to emergency situations to meet customers' needs is part of every employee's role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.
In this role you will be assisting with planning, coordinating and overseeing Billing and MDM related activities and assignments associated with a variety of Training, Monitoring and documenting work processes (i.e. testing, Focus on working knowledge of Billing and MDM). You will provide analytical, systems and operational oversight and coordination of the Billing within the Customer Operations organization through the planning, development and implementation of analytical tasks and assignments.
Assist with planning, developing and implementing a variety of training as needed, including helping to develop detailed business processes for any new or changing processes Assist with gathering monitoring for Supervisors related to the Billing and MDM in the Customer Operations organization.Assist with supporting IT and external vendor business partner IT teams to submit issues and help troubleshoot / resolve system and other operational and / or customer impact issues that surface related to Billing.Act as a liaison and point of contact representing the Billing and MDM, supporting development of business requirements / specifications for system development projects for new /existing systems.As needed, participate on special projects / work teams to assist with implementing key initiatives, strategies and process improvements that identify and recommend solutions to problems that help better serve our customers.Assist in coordination of key projects including schedule development and assignments as required.Assist with analysis of proposed or existing methods, policies, procedures, processes, and/or technologies related to Customer Operations activities.Provide input to help recommend and follow through on operational, system or procedural improvements, including manual or automated processes and applications related to billing operations.Perform assigned Storm Duty roles and responsibilities during major storm / outage emergency events as required, as well as support any other catastrophic or business continuity/ disaster recovery situation.
Technical Knowledge/Skill:
Individual should have a thorough knowledge of Eversource customer service systems, Microsoft Office and other Eversource-related systems (e.g., Storms, Fieldnet);Knowledge of CT, MA and NH regulations concerning customer service Excellent interpersonal and communication skills Ability to gather and analyze complex information to determine facts; make recommendations and appropriate decisions, and initiate action accordingly.Demonstrated ability to function independently or in the capacity of a resolution team member Ability to plan, coordinate and execute assignments Demonstrated ability to effectively represent Customer GroupAbility to communicate with all levels of the organization including senior management Ability to work effectively under the pressure of severe time restraints.Proficient in oral and written communications is required.
Education:
Bachelor's degree in Accounting, Business Administration, Economics, related field or equivalent experience
Experience:
A minimum of 1 to 2 years of related experience is required
Working Conditions:
Must be available to work emergency restoration assignments as required.Must be available to travel between MA/CT/NH as necessary.Work is performed primarily in an office environment which requires standing, sitting, walking, climbing stairs, writing, typing, speaking, and presenting with individuals and groups. Work involves extensive use of a computer and significant interaction with individuals and groups from many business areas and position levels.
Worker Type:
Regular
Number of Openings:
1
EEO Statement
Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.
VEVRRA Federal Contractor
Vaccination Information:
Eversource requires all new employees to be fully vaccinated for COVID-19 by their first day of employment. If you have any concerns regarding compliance with this requirement, you will need to discuss your concerns with Eversource's HR department after you have been made a conditional offer of employment. Eversource does not require applicants to discuss vaccination status prior to receipt of a conditional offer of employment and complies with all applicable laws.
Emergency Response:
Responding to emergency situations to meet customers' needs is part of every employee's role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.
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Updated March 14, 2024
Updated March 14, 2024