What are the responsibilities and job description for the Customer Service Representative position at HOLLAND BOARD OF PUBLIC WORKS?
Reports to: Customer Service Manager
Job Summary: This position is responsible for serving customers and maintaining customer accounts.
Essential Duties
- Respond to customer inquiries and requests for
- Explain and answer questions on utility bills and rate schedules via all communication platforms (face-to-face, telephone, email, online, etc.).
- Perform data entry for utility billing, deposit accounting and rate
- Perform customer utility usage
- Process service
- Receive and process payments made on BPW
- Balance cash
- Perform credit and collection
- Understand and utilize customer-based software systems including, but not limited to:
- Customer Information System
- Residential Customer Portal
- Business Customer Portal
- Credit Card Processing
- Customer Screening Tools
- Electronic Service Order System
- AMI/MDM Systems to verify customer data and perform remote actions
- Direct general BPW calls to appropriate departments when
- Promote favorable public image and maintain a professional and positive
- Assist Customer Programs Coordinators as
- Perform all other tasks as
Essential Qualifications
- High school diploma or
- Effective workplace mathematical and information locating skills as demonstrated through WorkKeys assessment (Applied Math – 3, Graphic Literacy-4).
- Excellent telephone and interpersonal
- Ability to deal effectively and respectfully with the general public and
- Working knowledge of Microsoft Word and
- Ability to work under
- 10-key pad experience and ability to enter data quickly and
Preferred Qualifications
- Associate degree or equivalent education and
- Strong workplace skills as demonstrated through WorkKeys assessments (Applied Math – 5, Graphic Literacy – 5, Workplace Documents – 5).
- Prior utility customer service experience (electric, cable, telecom, refuse)
Physical Requirements & Working Conditions
- Normal office environment with minimum discomfort due to noise, dirt and
- Must be able to sit for long periods of
- Mental ability to frequently handle pressures related to working on multiple projects requiring attention to
- Must be able to work after hours for emergency
This job description is intended to describe the general nature and level of work being performed by a person assigned to this position. It is not to be construed as an exhaustive list of all job duties assigned to or required of this position.