What are the responsibilities and job description for the Customer Service Representative (In-Person) position at Lewis County PUD?
About the Position
CSR’s serve as the District’s front line interface with customers. They are involved with all aspects of setting-up new accounts, maintain existing accounts, and close old accounts. CSR’s are tasked with ensuring the best customer experience possible.
Essential Duties and Responsibilities
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Make our customers our #1 advocates.
- Initiate and processes customer information involving billing, starting service, transferring service, and discontinuing service. Enrolls customers in District payment plans.
- Provide information and guidance to customers on making payments and keeping their account current.
- Make payment arrangements, assess deposits, and issues disconnect / reconnect work orders.
- Receive and route incoming calls/questions to proper departments or individuals using the phone system and walk-up counter
- Post arrangements, check records, maintain records, and work with payment agencies.
OTHER POSITION FUNCTIONS:
- Performs other related duties as assigned, including, but not limited to the Cashiering and Mail Clerk roles.
Position Requirements
EXPERIENCE AND TRAINING:
- High school diploma or equivalency.
- Preference is given to applicants that posses post high school training in college or business school or have comparable work experience that aligns with the requirements of the position.
- Prefer two (2) years experience in previous customer service positions and a solid understanding of effective customer service functions, cash handling and general office procedures.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:
- Ability to effectively utilize multiple computer systems while maintaining effective conversation with customers, adapt to change, and meets set deadlines.
- Consistent attention to detail, strong organizational, analytical skills
- Knowledge of mathematics at a level required to perform the requirements of the position.
- Establish and encourage a work atmosphere that embraces honesty and openness, and fosters collaborative internal and external working relationships.
- Is knowledgeable of basic customer, and cash handling operations.
- Proficient in Microsoft office applications including MS Word, Excel, Explorer and Outlook
- Ability to effectively communicate with customers and staff orally, in written form, and over the phone.
- Ability to accurately and quickly operate a computer keyboard and ten-key adding machine for extended periods of time.
- Ability to maintain a high level of accuracy in transcribing information by hand.
- Ability to maintain confidentiality of restricted or private information and records and effectively handle sensitive matters.
EQUIPMENT AND TOOLS:
- Operate standard office equipment and machines such as computer, fax, calculator, copy machine, multi-line telephones, and point of sale equipment.
SUPERVISION:
LEVEL OF SUPERVISION RECEIVED:
Direct supervision during training periods, indirect supervision once fully trained.
LEVEL OF SUPERVISORY RESPONSIBILITIES:
This position is not supervisory in nature.
WORKING CONDITIONS:
- Primarily office environment.
- May require work hours in excess of 40 hours per week, 8 hours per day, 5 days per week.
- May require travel for training purposes and commute to other departments or government agencies.
- This position creates the most customer impressions for any position at the District. Must dress and present yourself in a way that promotes a positive image of the District and meets the District’s dress code policy.
- Prolonged computer related exposure. Able to sit/stand at a workstation and operate a keyboard for long periods of time.
- Must be capable of bending, stooping and lifting up to 20 pounds.
- Must have adequate corrected eyesight for operating a computer and viewing a monitor.
- Must be able to work for extended periods of time in a seated or standing position.
OTHER REQUIREMENTS:
- Must be able to pass general aptitude and skills testing.
- Must have a valid Driver’s license and be able to drive safely in all weather/road conditions.
- Must qualify for the District’s auto liability insurance.
Supplemental Information
Department: Customer Service
Job Code: CS0003
FLSA Status: Non-Exempt
Union/Non-Union: Union
Reports To: Customer Service Supervisor
Lewis County PUD believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This position description is designed to outline primary duties, qualifications and job scope, but not limit our employees nor the organization to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of the company.
