Customer Service Represenative-1st 6 months - (24000121)

Description

PURPOSE OF POSITION:

Under the direction of the Supervisor-Customer Services, receives and processes requests for utility service and answers customers' inquiries for utility account information.

ESSENTIAL JOB FUNCTIONS:

1. Receives and processes requests and answers questions concerning connects, disconnects, or transfers of electric, gas, and water utility services.

2. Processes requests for new customers, calculates customer deposits, and prepares appropriate orders. Checks credit information. Prepares duplicate bills.

3. Assists walk-in customers with payment arrangements or with other credit problems.

4. Processes bill payments, ARO payments, and performs other cash processing functions.

5. Gathers information and answers various forms of communication, prepares breakdowns for customer inquiries and disputes. Researches and takes appropriate action on returned mail.

6. Works past-due accounts and takes appropriate action as determined by policies and procedures.

7. Pursues final bill collections by customer contacts including letters and researching return mail.

8. Researches unpaid bills, restores or transfers meter deposits and/or credits to active or final accounts, performs clerical tasks associated with various seasonal energy assistance programs, and other projects assigned.

9. Handles billing programs and energy assistance.

10. Performs all necessary duties during emergencies or outages and staff’s emergency control centers as directed by Supervisor.

11. Receives and tactfully answers customer inquiries on items such as utility policies and procedures, high bill complaints, credit arrangements, energy assistance, billing problems, insufficient funds payments, payment options, landlord agreements, and other programs.

12. Provides quality service to customers that are responsive to their needs. Strives to meet or exceed key performance indicator goals that improve a customers’ experience and enhances the mission of the utility.

13. Provides backup relief as deemed necessary by Supervisor.

14. May train or relieve other employees.

15. Performs other related duties as required or assigned by management.

QUALIFICATIONS:

Education and Experience:

High school graduate or equivalent required. Some college or technical vocational training is preferred. One or more years’ business or customer service-related experience required.

Knowledge, Skills, and Abilities:

• Excellent interpersonal verbal and written communication skills, including strong knowledge of grammar and punctuation.
• Superior customer service skills.
• Working knowledge of computer keyboard.
• Ability to:

o Manage multiple conversation topics over the phone and face-to-face with articulate thoughts and remain calm under pressure.
o Tailor communication to different audiences.
o Work independently, multi-task and control information to ensure confidentiality.
o Work courteously with customers and coworkers.
o Work in a team environment.
o Communicate and interpret policies and procedures and share information in a clear and concise manner.

Physical Requirements:

Typically, sedentary work. Ability to express or exchange ideas by means of the spoken word and receive detailed information through oral communication. Substantial movements of the wrists, hands, and/or fingers, and close visual acuity to operate a computer is required. Position requires repetitive keyboarding, wearing a headset, sitting for long periods of time, and ability to lift 30 pounds from ground to 5 feet unassisted.

Working Conditions:

Duties are primarily performed in an office environment with heavy customer traffic.

Safety Sensitive Position:

A safety-sensitive position involves the performance of duties which may have a direct and immediate impact on the safety of the public and other public employees. This is not a safety sensitive position.

Miscellaneous Requirements:

• Employees must remain alert and aware of their surroundings at all times and maintain the ability to respond to changing circumstances in a timely manner.
• Must be able to work successfully with diverse groups of people.

TESTING:
Testing may be required.

Full/Part Time: Full-time - Regular

Work Schedule: 8:30AM To 5:30PM MON-FRI

Work Locations: MO-Springfield

Department: Customer Phone Support

Supervisor's Title: Supervisor Customer Services

Pay Range: CSR 1st 6 months – $19.69/hour CSR Next 12 months – $22.54 CSR Thereafter – $24.17

Job Posting: May 17, 2024, 11:25:49 AM