Sr. Customer Relations Representative

PURPOSE STATEMENT

Performs the more complex and difficult as well as all clerical tasks in a professional and competent manner regarding applications for Company Products and Services associated to requests, inquiries and complaints; recording consumption; billing and accounts receivable processes; inputs and maintains related data in a customer information system. Assists any member of the Customer Affairs Lead Team as required.

MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS

• Performs all job duties and completes all work in a timely manner with accuracy associated with Customer Affairs and to include the following
• Billing processes
• Accounts receivables processes
• Collections processes
• Credit processes
• Service order processing
• Complaints & Customer Inquiries
• Payment and Cash Handling
• Performs the usual duties of the Customer Relations Representative A or Bas required or Assists and helps other Customer Relations Representatives with all deviations/discrepancies in matters of credit, billings, collections, and customer inquiries.
• Operates a computer/personal computer and appropriate software on-line to enter and maintain data in a customer information system. Uses other equipment and software utilized in a business environment to get the work completed on a timely basis. Operates a base radio to relay information, instructions and work orders to field personnel under standard and emergency conditions. Receives information and requests regarding work performed, work in progress and assistance required; receives and responds to telephone calls from internal and external parties.
• Assists supervisors or Customer Affairs Management Team in a variety of tasks to include the training of new employees, compiling of data for department/company records, coordinating work assignments, etc.
• Effectively work as a team member; provides feedback to the supervisor on ways to improve the effectiveness of processes. Discusses or refers issues that he/she cannot resolve with/to the supervisor or manager to ensure proper and efficient customer service.
• Provides and extends at all times a courteous and tactful demeanor when dealing with all customers, employees or the public.
• Works in a safe and responsible manner. Complies with and where required enforces all safety rules, regulations and practices in effect and established/adopted by the Cooperates in the fullest in the promotion of safety, safe work habits, and good housekeeping to include the reporting and rectifying, as qualified, any unsafe conditions or act. Maintains all EH&S training on a current basis.
• Performs related and other work as required and/or
  
  

Education

• Preferably a high school graduate with at least two years of business school or equivalent work experience in accounting or business administration.
  
  
  

Experience

• At least two years successful and progressive experience in clerical accounting work and customer service, not less than six months of which must have been as a Customer Relations Representative, Grade 4; thorough knowledge of the methods, practices, and procedures of the work involved.
• Knowledgeable in basic commercial accounting principles with demonstrated accuracy and rapidity in making computations and in balancing accounts.
• Demonstrated ability to effect maximum efficiency, to meeting work deadlines, to coordinate work assigmnents as well as to analyze a problem situation and through a process of trial and error, determine which component of the system is not working.
• Ability to read, analyze , and interpret general business periodicals, professional journals, technical procedures or governmental regulations relating to this activity.
• Ability to write reports, business correspondence and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
  
  
  

Working Conditions

• Generally good, in an office environment.
• May be required to put in overtime on regular work days and weekends.