Open Positions

Job Title

CUSTOMER SERVICE REPRESENTATIVE I

Department

Customer Relations

Description

Under the supervision of the Customer Service Manager, provide professional and prompt in-person and telephone service to our customers;  assist customers with emergency calls, service connects/disconnects, new service installation, rates, billing and payment inquiries, collections, process payments, meter validation, and provide information on programs and services offered by the utility;  responsible for a continuous flow of information between all departments to coordinate workloads and dispatch crews to job sites; must maintain a high degree of confidentiality.

Requirements

QUALIFICATIONS:

Education and Experience:

High School Diploma or equivalent. Minimum of one year customer service and/or cash handling experience preferred. Good understanding of utility CIS with experience AMI and MDM is an asset. 

ESSENTIAL JOB FUNCTIONS:

1. Directly interact with internal and external customers in person and/or by phone providing information regarding account and billing inquiries, process request for service connects/disconnects received in person and online, information about company programs or services, and various customer inquiries while providing professional, prompt customer service;
2. Process customer payments received in the night drop, mail, over the counter, on the telephone, and in the drive thru;  Must maintain, and balance a cash drawer daily;
3. Resolve customer concerns by identifying the issue and explaining policies and procedures;
4. Answer telephone and direct customers to the appropriate personnel;
5. Assist customers in reporting power outages and emergencies, prepare service orders, and dispatch the appropriate crew to the emergency;
6. Assist in credit and collections; Responsible for contacting customers by phone to collect account balance and/or returned checks,  negotiate payment arrangements, process non-payment disconnect and reconnect orders, and work closely with financial assistance agencies; Responsible for the generation, print, and mailing of past due notices, and processing quarterly account write offs.
7. Audit utility meter reads and prepare general service orders to check for high/low meter reads and alert customers of potential water/electric service issues;
8. Issue wiring permits and electric licenses to electricians; Must coordinate with the city, county, and/or contractors to ensure the proper permits have been obtained when customers request new service and/or construction;
9. Respond to billing inquiries and handle high bill complaints;  Required to learn and use AMI & DMD metering information systems to provide accurate and up-to-date information.
10. Investigate and process returned and mail; Responsible for processing daily outgoing mail
11. Balance and maintain payment kiosk; Responsible for preparing daily bank deposits for payment kiosk, refilling receipt paper, troubleshooting and resolving issues related to the kiosk;
12. Process automatic ACH and credit card payments;
13. Professionally respond to customer inquiries received via email in a timely manner;
14. Process internet billing:  Responsible for credit checks on internet customers, connects/disconnects for internet service, and non-pay disconnects;
15. Assist Billing Coordinator as needed;
16. Perform other related duties as required or assigned by management.

Knowledge, Skills and Abilities:

• Ability to communicate with customers in a fast-paced environment while developing positive customer relations, anticipating, and responding to customer needs;    
• Must be able to maintain composure in difficult and stressful situations;
• Ability to interpret, apply and explain policies and procedures; 
• Must be able to get the job done, exercise sound judgement, inspire & mentor, and take ownership of your work;
• Ability to manage, follow up and track multiple tasks daily;
• Must be able to adapt to change in priorities throughout the day;
• Ability to maintain the confidentiality of customer records and information;
• Ability to organize work, set priorities, and meet critical deadlines;    
• Proficient in computer applications including Microsoft Office;
• Ability to work effectively with staff and the public, applying customer service, interpersonal, and problem-solving skills.

Physical Requirements:

Frequent periods of sitting, standing and walking; occasional lifting or moving of freight; agility and dexterity with hands; see with near and far acuity; hearing proficiency.

Working Conditions:

Normal office environment; some travel may be required.  

Miscellaneous Requirements: 

Must be able to work successfully with diverse groups of people.