What are the responsibilities and job description for the Customer Service Representative position at Delta Montrose Electric Association?
QUALIFICATIONS AND EXPERIENCE:
High school diploma or equivalent required; college degree a plus. Must have experience working with the public and verifiable customer service skills. Must have proven written and oral communications skills. Must have basic math skills, cash handling and cash drawer management experience. Must have personal computer experience including word processing, spreadsheets, and databases. Requires verifiable data entry and 10-key skills; 10-key by touch preferred. Must have experience operating general office machines. Must have legible handwriting. Bilingual language skills (English/Spanish) beneficial.
ESSENTIAL JOB FUNCTIONS:
Delta-Montrose Electric Association reserves the right to change or modify the duties and essential functions of this position at any time.
In an efficient and professional manner, and in accordance with the DMEA/IBEW Labor Agreement and DMEA Accident Prevention Manual:
- Educate customers, vendors, and/or contractors about DMEA and Elevate services and policies as required, and administer the services and policies as needed or directed.
- Act as central contact point for processing and scheduling internal and external customer inquiries, requests, and event activities as needed or directed.
- Answer and analyze incoming internal and external customer communication and initiate action on the customer's behalf, either handling the situation individually or seeking assistance from other departments, as needed or directed.
- Initiate, process, review, research, update, and maintain member and other customer payments and records.
- Takes payments, balances cash drawer and performs other reconciliation functions as needed or directed.
- Perform clerical duties as needed or directed. Duties may include but not be limited to data entry, answering phones and radio calls, or typing, filing, scanning, and copying documents.
OTHER DUTIES AND RESPONSIBILITIES:
The above statements are intended to describe the general nature and level of work being performed in this job. This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for personnel in this position.
Performs other duties of a like or lesser grade which may be assigned.
KNOWLEDGE, SKILLS, AND ABILITIES:
Understands and applies the concept of providing quality electric services to DMEA members, customers and employees and agrees to maintain a continuing commitment to providing superior service.
Requires the ability to develop plans, procedures and goals; present information to others; work cooperatively and independently; work in a changing environment to complete projects accurately within reasonable deadlines; and demonstrate flexibility when dealing with customer service requirements. Must work collaboratively with coworkers, members, and others.
ESSENTIAL PHYSICAL AND MENTAL REQUIREMENTS:
Requires continuous sitting and use of keyboard/computer; and occasional standing, walking, bending, climbing, kneeling, reaching and lifting up to 25 pounds. Requires finger dexterity, ability to perform close work, good vision and hearing; developed and demonstrated listening skills, and the ability to speak. On a daily basis, requires attention to detail; the ability to read, write, and perform basic math; analyze data and reports; and conduct research.
WORKING CONDITIONS:
Regular, predictable attendance is required. Close to 100% of the employee's day is spent indoors at a desk in an office environment. On a daily basis requires working with customers, including customers that are angry. Equipment operated may include a calculator, typewriter, computer, printer, FAX, copy machine, postage machine, or other office equipment.
