Customer service specialist

Position Summary

The incumbent assumes primary accountability for customer relationships and satisfaction, along with detailed administrative processes required to create service notifications and orders necessary to dispatch customer service work and the interface and coordination of the work management, financial, or logistical information (SAP) and customer contact / billing systems - Customer Information System (CIS).

The incumbent provides resolution to customer inquiries, requests, and complaints based on knowledge of the organization, including necessary contractor interfaces.

The incumbent will support the business units' responsibilities of maintaining excellent public relations and associated District operations.

In each geographic location, Support Specialists may be cross-trained to back up other business units within a geographic region, such as Operations.

Education, Training and Experience

High school diploma / GED plus two years of experience in customer service or operational support is required. Excellent keyboarding skills (minimum of 35 words per minute) and the ability to present oneself in a professional manner is required.

Must have achieved Customer Service Support Specialist I by completing the Enhanced Training Modules and successfully passing a written exam (both as outlined in the Customer Service Support Specialist Program).

Customer Service Support Specialist Progression Program :

Level I-Entry level position where, after a minimum of 6 months on the job, Specialist is able to complete Enhanced Training Modules (as outlined in the Customer Service Support Specialist Progression Program), and complete and successfully pass a written exam at a minimum of 12 months (as outlined in the Customer Service Support Specialist Program).

Level II-At a minimum of 18 months on the job, the Specialist is eligible to complete an oral exam (as outlined in the Customer Service Support Specialist Program).

Upon successfully passing the exam, the Specialist earns the Level II title and compensation.

Senior-Position dictated by business need. Specialist will have successfully achieved Level II status.

Prior Related Experience :

Experience working with customers through operational support, retail business, sales, or a utility-specific company is required.

Experience in Windows-based software applications is required.

Licenses and / or Certifications

Not Applicable

Interface with internal and external customers professionally and provide a high degree of customer satisfaction through knowledge-based solutions using established policies and procedures to ensure the best interest of the customer and NPPD are met.

Establish and maintain customer accounts and records, including but not limited to, determining security deposits, completing payment processes and daily financial reporting, and correct billing rate.

Investigate abnormal meter readings and determine necessary action to ensure proper billing, including estimating consumption.

This includes utilizing SAP (CIS) in addition to the MDM (Meter Data Management) system to determine former consumption to aid in estimation.

Responsible for the collections process from customer delinquency through reconnection of the meter or final billing. This includes account review (ensuring payments were applied correctly, checking for payments or payment arrangements, etc.

placing deposits / additional deposits on accounts, assigning / completing disconnection of the meter for non-payment, monitoring accounts for payment, and ensuring a final bill is issued if no payment / response is received from the customer.

Accountable for other duties as assigned.

Core Competencies

Customer FocusEmployees & Teamwork / Diversity & InclusionIntegrity / ExcellencePublic Service / Environmental StewardshipSafety Salary Information -

Last updated : 2024-10-03