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Customer Portal Representative

Join the best in the industry at Nextech and embark on a rewarding career journey! For over 30 years, we've built our success on a foundation of Quality, Value, and Integrity, fostering enduring partnerships with thousands of satisfied customers. With over 2,000 team members nationwide, Nextech sets itself apart from other companies by being America's largest HVAC/R service provider. As we continue to grow, we're committed to offering an exceptional work experience for our employees with numerous opportunities for development and advancement. If you pride yourself on quality work, integrity, and dedication, we want you on our team. Nextech boasts outstanding review ratings on Indeed and Glassdoor, making it the premier destination for HVAC professionals. Elevate your career by joining Nextech today!

The Customer Portal Representative is responsible for maintaining, updating, and optimizing customer-facing digital portals to ensure customers have accurate, timely, and complete information, easy access to resources, and a seamless online experience. This role processes high volumes of portal updates, validates data accuracy, monitors portal content, and collaborates with cross-functional teams to resolve discrepancies. Success in this role requires strong attention to detail, organizational skills, and the ability to meet productivity, quality, and service standards in a fast-paced environment. Shift Hours: 7:30am - 4pm

What Makes Nextech Different?

• Paid Training & Ongoing Development - Invest in your career with fully paid initial and continuous training. We also offer Educational Reimbursements for your continued education.
• Top-Tier Health Insurance - Choose from excellent options, including a FREE employee-only plan.
• Dental & Vision Coverage - Prioritize your overall health with added benefits. Starts after your first 30 days!
• Supplemental Insurance Options - Access Accident, Critical Illness, Disability, and Supplemental Life coverage.
• FREE Life Insurance - Coverage equal to your annualized pay at no cost to you.
• 401(k) Retirement Plan - Secure your future with a 50% match on the first 6% of your contributions.
• Generous Time Off - Recharge with 7 paid holidays, and Paid Time Off (PTO)
• Extra Perks - Discounts on Travel, Auto, Food and many more.

Min Compensation USD $20.00/Hr. Max Compensation USD $20.00/Hr. Responsibilities

• Maintains, updates, and optimizes customer-facing portals to ensure accurate, timely, and complete customer information
• Transfers customer information from internal systems to customer portals while ensuring data integrity and accuracy
• Updates customer records, pricing, product information, account details, and other portal content as required
• Reviews and validates portal updates for accuracy, completeness, and compliance with customer-specific requirements
• Monitors assigned customer portals to ensure information remains current and accessible
• Follows established procedures, quality standards, and customer-specific guidelines when completing portal updates
• Tracks completed updates and maintains documentation of changes and activities performed
• Identifies data discrepancies, inconsistencies, or errors and escalates issues for timely resolution
• Collaborates with Customer Operations, Sales, Account Management, and other internal teams to support customer needs and resolve issues
• Meets established service level agreements (SLAs), productivity metrics, quality standards, and update deadlines
• Supports data quality initiatives and continuous process improvement efforts to enhance operational efficiency and customer experience
• Prioritizes and manages multiple assignments in a high-volume, fast-paced environment
• Provides support for customer service-related activities and special projects as assigned
• Completes assigned tasks in a safe, accurate, thorough, and alert manner
• Upholds Company policies and procedures
• Works in a professional manner with managers, supervisors, coworkers, customers, and the public
• Other related job duties as assigned

Qualifications

• Demonstrated customer service experience with a stable work history
• Effective verbal and written communication skills
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel
• Keyboarding skills of 40+ WPM with accuracy
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong organizational skills and attention to detail
• Ability to establish and maintain effective working relationships with customers and internal stakeholders
• Ability to accurately enter, maintain, and retrieve information from various systems
• Ability to exercise sound judgment and apply basic problem-solving skills to resolve routine customer concerns
• Demonstrated commitment to providing a high level of customer service
• Ability to work independently and collaboratively within a team environment
• Ability to adapt to changing priorities and business needs

What We're Looking For

• High school diploma or equivalent required
• Prior experience in Call Center setting preferred
• Experience in HVAC Industry or other service business preferred

Physical Requirements

• Continuously able to work in office environment
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed, throughout the day
• Occasionally able to lift up to 15 lbs.
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires walking, lifting, carrying, reaching, kneeling, pushing/pulling, bending, and crouching
• Rarely requires climbing

Other requirements:

• May be required to use personal smartphone with a camera capable of reading a QR code for 2 factor authentication