Customer Service Representative I

Customer Service Representative, I

Summary Provide Customer Service and support to all BVU Authority customers needing assistance with service changes, billing questions, complaints, and inquiries.

Reports to Customer Operations & Information Technology Director

Supervises None

FLSA Status Non-exempt

DUTIES AND RESPONSIBILITIES

· Maintain a positive, empathetic, and professional attitude toward customers always.

· Interact by telephone, electronically, or in-person to provide information about utility services.

· Process requests for new utility services and discontinuation of services.

· Check to ensure appropriate account changes are complete to resolve customer issues.

· Basic understanding of charges for services requested/received.

· Prepare change of address records.

· Prepare service orders for services or maintenance requested.

· Maintain accurate files for both active and inactive applications for service.

· Maintain agreements with customers making arrangements to pay other than on regular terms.

· Basic proficiency in using technology systems, including customer information systems, mobile service order systems, and customer portals.

· Ability to perform duties of switchboard/receptionist.

· Create and enhance a positive organizational image.

· Ensure compliance with the Federal Trade Commission (FTC) Red Flags Rule.

· Other duties as directed.

KNOWLEDGE, SKILLS, AND ABILITIES

· Knowledge of electric, water, and wastewater services.

· Understanding of company rules and regulations.

· Proficient in relevant computer software applications, such as Microsoft Office and Adobe Acrobat.

· Must be able to communicate effectively with employees and customers.

· Written and oral communication skills. Problem-solving and critical thinking skills.

· Customer service and listening skills.

· Ability to multitask, prioritize, and manage time efficiently.

· Comfortable in a diverse and fast-paced environment.

· Goal-oriented, organized team player.

· Work and concentrate under pressure.

· Respond politely and respectfully to all customers regardless of the situation.

· Adequately diffuse contentious situations.

REQUIRED EDUCATION, TRAINING, AND EXPERIENCE

· A high school diploma or equivalent is required.

· Experience in Customer Service in the traditional utility industry is preferred.

· Ongoing training will be required as necessitated by developments in each area within the department and to enhance leadership skills, performance, productivity, and quality of work.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

· Duties contained within this position are primarily performed indoors with extended periods of sitting.

· Must be able to bend, stoop, lift, climb and perform all other physical movements necessary to the essential functions of the job. Must be able to work weekends and evenings as required.

· Acceptable dress ranges from business casual to semi-formal/business.

· Travel is limited.

Application Process

• For external job posting: Applicants should complete an employment application online located at https://www.bvua.com/prospective-employees.

Review of applications/resumes will begin immediately and continue until the position is filled.

Applicants must be able to successfully pass a pre-employment physical, drug and alcohol test, and background check.

BVU Authority is an Equal Opportunity Employer.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Job Type: Full-time

Pay: From $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 1 year (Required)

Ability to Commute:

• Bristol, VA 24202 (Required)

Ability to Relocate:

• Bristol, VA 24202: Relocate before starting work (Required)

Work Location: In person