Customer Service Representative - Electric Department

Under general supervision of the Utility Office Manager, carries out Municipal Light & Water’s (ML&W) customer service, utility billing and collections functions; accepts customer payments and requests; processes, dispatches and records electric and water service and change orders; maintains various types of records; exercises judgment in accepting payment arrangements and performing other duties; addresses and resolves customer complaints.

DUTIES-EXAMPLES OF WORK

• Assists customers in matters such as high billings, low voltage, service connection and disconnection.
• Responds to correspondence with respect to service orders and deposits.
• Determines delinquent accounts to be disconnected; notifies owners of pending disconnection; maintains automatic reconnect orders; maintains files of customers with prior uncollectible balances; checks for unpaid bills for customers applying for service; enters and retrieves data from the computer.
• Accepts customer payments, receives, and responds to customer inquiries and requests, in person and by phone.
• Investigates and resolves customer complaints or makes a referral to appropriate source.
• Creates and maintains a file on uncollectible bills and works with various agencies in arranging financial assistance for customers.
• Makes arrangements with customers for payment of delinquent accounts.
• Processes, dispatches and records all service and change orders and work tickets.
• Coordinates work orders for Electric, Water, Sewer and sanitation personnel.
• Implements utilities deposit policy, i.e. Bank Deposits, Bank Balances and Reports; transfers services.
• Establishes new water and electrical services and accounts in billing system.
• Appropriately advises customers of back-flow specialists, contractors and the State Electrical Inspector (for new services).
• Maintain a project information file, updates history on meter history cards and in the billing system.
• Responsible for verifying accuracy of billing statement, resolve handheld meter reading discrepancies.
• Enters completed service order information into computer system; helps troubleshoot electric and water meter inventory problems.
• Maintains a record of landlords, owners, property managers and Realtors relative to rental property; notifies landlords/owners of pending disconnection of service to rental property.
• Maintains a file of seasonal use customers such as lawn meters, park department meters, irrigation meters, seasonal customers, and garden meters.
• May receive overtime calls from answering service regarding service questions, delinquent customers and advises them on procedures.
• Advises and guides customers on setup and navigation of website, answers customer questions and inquiries via website and document response.
• Helps Prepare billing schedule each month and ensure appropriate number of days between meter readings is maintained.
• Enters and verifies proper bill codes and charge rates for all customers, prepares monthly customer utility billings and related reports.
• Generates periodic reports from billing system or other Windows-based applications, i.e., Budget account averages and annual budget billing;
• Review and collect customer merchandise accounts.
• May process and prepare Insurance claims; Maintain files and correspondence related to claims.
• Assists in training of other Customer Service Representatives in specialized duties as necessary.
• Performs other work which is consistent with the essential elements of the job.

QUALIFICATIONS

• Knowledge of modern office practices and equipment.
• Ability to prioritize and multitask.
• Some knowledge of bookkeeping principles.
• Ability to type from copy at the rate of 40 WPM.
• Ability to exercise tact and judgment when applying office policies and procedures.
• Ability to perform light physical work and to lift and carry 25 pounds.
• Ability to communicate in person, by telephone and/or two-way radio; ability to comprehend instructions, characters on a computer monitor, reports, balance histories and other documents.
• Ability to establish and maintain effective working relationships with supervisors, employees, customers.
• Ability to project a positive public image and to enhance customer relations.

EXPERIENCE AND TRAINING

Any combination of experience and training equivalent to graduation from high school, plus a minimum of one year of work experience involving bookkeeping or general office work. Public contact experience and familiarity with Microsoft Windows and Microsoft Office, including Word, Excel and Access is desirable.

SPECIAL REQUIREMENTS

Some positions may require a valid driver’s license.

Job Type: Full-time

Pay: $21.50 - $29.43 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Work Location: In person

Salary : $22 - $29