Customer Service Representative

PURPOSE OF POSITION:

The Customer Service Representative is often the first point of contact for customer inquiries, questions, and concerns. Job responsibilities include but are not limited to answering customer phone calls, emails, and/or written questions. This position also provides available information upon request and researches or escalates issues as appropriate, attention to detail is necessary. Personal qualities include attentiveness, accountability, and someone with a passion for providing an excellent customer experience. This position is part of the Customer Services team and works under general supervision from the Customer Service Manager. Requires a minimum of two years of customer or Customer Services experience, NISC experience is preferred.

CORE COMPETENCIES:

1. Quality Work: Produce thorough, high-quality work with minimal errors. Seek feedback, make corrections as needed. Identify problems and solve them. Strive to improve processes. Collaborate with co-workers to implement systematic changes.

2. Productivity: Complete assigned work in a timely fashion. Utilize slow periods productively.

3. Technical Skills/Job Knowledge: Demonstrate appropriate level of understanding of technical skills in area of expertise, technology, products, and/or processes involved. Duly perform assigned duties. Keep current on changes and be competent with all technology necessary to perform your job.

4. Communication: Clearly convey oral and written communication. Keep others informed of activities and problems in a timely manner. Be an active listener; respond appropriately and respectfully.

5. Teamwork/Ability to Work with Others: Demonstrate ability to work in a positive manner with co-workers and/or customers with differing backgrounds, opinions, capabilities, etc. Willingly share skills, competencies, and knowledge with others. Establish and maintain strong, effective working relationships. Contribute effectively to group efforts. Commit to supporting and respecting others.

6. Accountability: Maintain excellent attendance and provide additional assistance after normal working hours when needed. Be dependable, prepared and accept responsibility for work and actions.

7. Integrity: Demonstrate honesty, high ethical standards, and respect for all co-workers.

8. Professionalism: Address internal and external customers with courtesy and respect. Dress in work attire appropriate to the position. Communicate business information in a timely fashion, using means of communication appropriate to the situation.

9. Support of District Goals: Support District goals and adhere to all policies and procedures. Contribute effectively in support of the District.

10. Problem-Solving: Use sound logic and methodology to solve problems. Explore multiple sources for answers, as required. Be able to identify hidden problems and propose solutions.

JOB RESPONSIBILITIES:

1. Responsible for performance of the following duties in the categories indicated. May be assigned greater emphasis in some categories than others.

a. Customer Service:

i. Answers phones, direct calls, and take messages in a professional manner. Provide excellent Customer Service.

ii. Open mail and processes payments; assists customers with payment arrangements; ensure proper handling of account transfers, and new service applications for efficient, quality service to customers. Ensures confidentiality of customer records. Respond to inquiries related to ED2 services.

b. Changes of Account:

i. Discusses new customers’ questions concerning Electrical District #2 billing, services, and policies.

ii. Processes new applications for service, account closures; audit new accounts for previous bad debt and verifies previous customer status; obtains landlord and owner information; coordinates credit-related actions due to service disconnects; maintains account changes in name, address, etc.; prepares disconnect and/or reconnect service requests, and charges reconnect and deposit fees, as applicable.

c. Cashiering

i. Accurately post various forms of payment to customer accounts.

ii. Perform daily cash drawer balance and complete nightly cash deposits.

d. Billing:

i. Answers customers’ questions relating to power usage/consumption, billing amounts and rates. Assists customers in identifying ways to reduce electric consumption.

ii. Posts meter readings to customers’ accounts; processes various reports checking for accuracy of usage and bills; runs billing processes to create billing statements.

iii. Balances billing transactions. Processes various forms of e-pay payments such as ACH, credit/debit cards, and customers’ on-line bank payment batches. Helps maintain capital credit files and assists finance department in capital credit allocations and retirements.

e. Credit and Collections:

i. Process nonsufficient fund checks and bankruptcies.

ii. Assists customers with applications for assistance through help agencies.

iii. Delivers and processes District mail; posts payments received by mail.

f. New Construction:

i. Assist customers with questions regarding the new construction process.

ii. Processing residential, commercial, developments and system improvement new service applications. Keep the application flowing through the workflow process.

2. Create and foster an atmosphere of cooperation between departments by performing all duties in a professional manner and on a timely basis, and by providing quality services in the completion of all tasks.

3. Performs other duties as required.

MINIMUM QUALIFICATIONS & JOB REQUIREMENTS

1. Minimum Qualifications:

a. High school diploma or equivalent.

b. Two or more years of experience in a customer or Customer Service position, preferably in a utilities industry, financial services industry, or a call center type environment.

c. Experience with general office practices including, but not limited to, personal computers, PC software, telephone, copy, fax, and other computer peripheral devices.

2. Knowledge and Skills:

a. Ability to understand the District policies and procedures.

b. Excellent people skills, including communication, diplomacy, interpersonal relations, and conflict management.

c. Ability to deal with the public in difficult situations.

d. Good problem-solving skills.

e. Organizational skills including attention to detail and accuracy.

f. Professional appearance and attitude.

g. Excellent mathematical skills.

h. Knowledge and understanding of basic bookkeeping.

i. Ability to understand, interpret, and apply departmental processes and procedures.

j. Experience with Customer Service, billing rates and credit procedures.

3. Mental Demands/Working Conditions:

a. Ability to handle delicate situations with exceptional diplomacy; ability to deal calmly, professionally, and tactfully with difficult people who may be angry, abusive, and/or threatening.

b. Ability to diffuse difficult, sometimes hostile, work conditions.

c. Ability to work with law enforcement agencies and to maintain confidentiality regarding information.

d. Ability to work independently with minimal guidance and supervision.

e. Ability to manage diverse work functions while balancing and adjusting priorities in accordance with changing requirements.

f. Flexibility to respond quickly and effectively under time pressure.