Customer Solutions Specialist

Tilcon Connecticut - Newington, CT

Full-time - Entry Level

Newington, CT

Mining (except Oil and Gas)

About the position

The Customer Solutions Specialist at Tilcon Connecticut Inc. serves as a primary point of contact for customers, focusing on delivering exceptional service by addressing inquiries, resolving complex issues, and ensuring customer satisfaction. This role requires a blend of analytical thinking, problem-solving skills, and a passion for helping others, making it essential for maintaining strong customer relationships and supporting the commercial division's objectives.

Responsibilities

• Act as a trusted advisor to customers by understanding their needs, identifying issues, and providing tailored solutions.
• Review and validate billing ticket data using various resources to ensure accuracy, completeness, and compliance with company policies and customer agreements.
• Accurately create, process and manage customer quotes and orders in point-of-sale system.
• Provide comprehensive administrative support to the commercial team overseeing the preparation, coordination and distribution of reports and purchase orders.
• Collect, verify, and maintain up-to-date exemption certificates for the commercial division.
• Investigate and resolve complex customer inquiries through research, analysis and collaboration with internal teams.
• Document customer interactions, track issues, and follow up to ensure resolution meets customer expectations.
• Collaborate with cross-functional teams to improve processes, share insights, and contribute to continuous service improvements.
• Maintain up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
• Conduct root cause analysis of recurring billing errors and recommend process improvements to proactively identify trends and potential issues.
• Perform additional duties and coverage as needed to support commercial division objectives.

Requirements

• 3-5 Years experience in sales, customer service, account management, or a similar role that required problem resolution.
• High school diploma or GED required.
• Strong analytical and investigative skills with a solution-oriented mindset.
• Excellent communication and interpersonal skills, with a focus on empathy and active listening.
• Capacity to recognize patterns and relationships between tasks ensuring consistent and informed execution across various responsibilities.
• Ability to manage multiple tasks, prioritize effectively, and work well under pressure.
• Proficiency in using customer relationship management systems and other support tools.
• A collaborative team player with a commitment to continuous learning and improvement.
• Ability to be a self-starter and able to operate under general guidelines.
• Reliable attendance and work record.

Nice-to-haves

• Industry Experience desired but not required.

Benefits

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A diverse and inclusive culture that values opportunity for growth, development, and internal promotion