Address
Form of workReports 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 service.
- 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 calculations.
- Perform customer utility usage analysis.
- Process service orders.
- Receive and process payments made on BPW invoices.
- Balance cash drawer.
- Perform credit and collection activities.
- 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 necessary.
- Promote favorable public image and maintain a professional and positive attitude.
- Assist Customer Programs Coordinators as needed.
- Perform all other tasks as assigned.
Essential Qualifications
- High school diploma or equivalent.
- Effective workplace skills as demonstrated through WorkKeys assessments (Applied Math - 3, Graphic Literacy - 4).
- Excellent telephone and interpersonal skills.
- Ability to deal effectively and respectfully with the public and coworkers.
- Working knowledge of Microsoft Word and Excel.
- Ability to work under pressure.
- 10 key pad experience and ability to enter data quickly and accurately.
Preferred Qualifications
- Associates Degree or equivalent education and experience.
- Experience working in Customer Service field.
Physical Requirements & Working Conditions
- Normal office environment with minimum discomfort due to noise, dirt and dust.
- Must be able to sit for long periods of time.
- Mental ability to frequently handle pressures related to working on multiple projects requiring attention to detail.
- Must be able to work after hours for emergency situations.
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.
