Description
Job Purpose
Provide excellent customer service and complete tasks pursuant to daily schedule. Receive and process customer payments, troubleshoot customer concerns, sell and support communications products, and support various Customer Services programs.
Specific Responsibilities
- Using the approved communications model to ensure customers are handled efficiently and with respect, respond to customer telephone calls, emails, and in-person inquiries as they relate to services and products provided by the Utility :
Answer questions and perform business relating to all utilities, including, but not limited to applications for service, online processes which may include third-party processors, rates, promotions, policies, and service rules.
Accept payments, accurately entering the transactions, and balancing end-of-day cash drawer.Promote the use of and sell MPW communications services to customers.Create and schedule service orders for field personnel based on customer needs within set parameters.Troubleshooting for customer concerns / complaints of the following items : communications services, partial / no electric or water service, high bills, etc.Review and process reports for adjustments that need to be made or other actions to be taken.Other Responsibilities
Assist the Customer Services department in submitting customer's bills to the Utility's online bill payment and presentment company, including the review and approval of the bills after initial processing.Gather data for Customer Services monthly report.Process Community Services payments and balance to the general ledger.Act as back-up to the Administrative Support Person.Process returned mail.Other duties as assigned.Position Requirements
Qualifications
Knowledge
Associate's degree or equivalent combination of education and experience required.Experience in handling customer transactions involving cash, checks, and debit / credit cards with accuracy.Knowledge, or ability to obtain knowledge, of electric, water, garbage, sewer, cable, and Internet products, services and policies.Knowledge, or ability to obtain knowledge, of rate structure and bill calculation.Knowledge, or ability to obtain knowledge, of MPW credit policies and procedures.Knowledge of delinquent account activity, collection-related activity, and cycle billing.Skills
Excellent verbal and written communication skills.Excellent interpersonal and listening skills, with ability to build productive professional relationships and promote a team atmosphere.Proficiency with use of Microsoft Office Word and Excel at an intermediate level.Good judgment and reasoning skills.Problem identification, analysis, and solving.Strong customer relations skills, including the ability to influence or defuse as needed.Bilingual skills (English / Spanish) preferred.Abilities
Ability to work as part of a team, either as team leader or a member of a team.Ability to drive results and ensure work is accomplished properly, safely, and in a timely manner.Ability to use discretion in maintaining confidentiality and handling sensitive information.Ability to work independently, effectively prioritize work, manage multiple tasks, meet deadlines, and adjust work priorities as needed to meet department / organizational objectives.Ability to operate office equipment, including 10-key, fax machine, copier, multi-line phone system.Other Position Requirements
Must be able to attend work on a regular basis and work overtime as needed.Personality and neat appearance appropriate to greeting the public. Must display a high level of professionalism, tact, and diplomacy when dealing with customers.Must maintain a method of communication in order to be contacted by MP&W outside normal work hours.Work Environment
Work environment is in an office environment.Must comply with all safety and site rules at all locations.Full-Time / Part-Time
Full-Time
Salary
30,000 - $39,000 depending on qualifications
Number of Openings
Location
Administration and Operations Center
EOE Statement
Don't meet every single requirement? Studies have shown that diverse candidates are less likely to apply to jobs unless they meet every single qualification. At Muscatine Power and Water, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
MPW is an Equal Opportunity Employer. The Utility does not discriminate in its hiring or employment practices, and all qualified applicants will receive consideration for employment without regard to race, creed, color, sex, affectional or sexual orientation, gender, gender identity or expression, ethnicity, religion, national origin, ancestry, nationality, age, disability, marital status, veteran status, genetic information, or on any other basis prohibited by federal, state, or local law (except where an attribute is a bona fide occupational qualification). EOE M / F / D / V
This position is currently accepting applications.
Salary : $30,000 - $39,000
