Customer Service Representative

Primary Functions

Assist in maintaining an efficient and effective office operation serving as a Customer Service Representative and performing duties as delegated by this job description and supervisory personnel. Comply with all policies outlined in employee handbook.

Essential Functions

• Managing large amounts of inbound and outbound calls in a timely manner
• Identifying customers’ needs, clarify information, research every issue and providing solutions Provide information and assistance to the public; respond to questions, complaints, or requests for service; analyze data to determine proper response to inquiries.
• Research requests, problems, and complaints and initiate appropriate action; generate work orders to resolve service issues.
• Perform data entry functions by keying data into computer system; enter, retrieve, review, or modify data in computer database; verify accuracy of entered data and make corrections.
• Take on-and-off orders for utility service by telephone, correspondence and in person.
• Use various computer systems extensively to enter data of new utility customers and make data changes; interact with customers, coordinate with utility field and billing, check credit ratings & obtain other information to assist customers.
• Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures with phone call, emails, or walk-in customers.
• Create orders to install, remove and repair meters, disconnect, restore, or verify services and to perform other service-related changes or repairs.
• Explain and handle leak adjustment requests as set forth in the leak adjustment policy.
• Assist customers with payment arrangements, and any other assistance they may require.
• Search for balances that can be transferred.
• Process and correct monthly zip code report.
• Perform related duties and responsibilities as required.
• Good Attendance
• Emergency duty as assigned
• Other duties as assigned

Education/Knowledge Required:

• High school diploma or GED
• Bilingual preferred
• English usage
• Three or more years of experience or training
• Fundamental principles of human relations
• Business math
• Customer service public contact experience involving the use of personal computers; preferably in a call center environment
• Valid Tennessee Driver’s License

Skills Required:

• Excellent computer and typing skills in office applications
• Office procedures and equipment
• 10-Key Proficiency
• Strong phone and verbal communication skills along with active listening and the ability to ask probing questions, understand concerns, and overcome objections
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively Ability to learn and navigate new software quickly

Abilities Required:

• Must have initiative and be resourceful in problem solving
• Self-motivated, requiring minimal supervision
• Strong communication skills, both verbal and written
• Work requires the ability to read reports, bills, manuals, memorandum, policies, procedures, and general correspondence.
• Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures.
• Work requires the ability to perform general math calculations such as addition, subtraction, multiplication, and division.
• Work requires the ability to author reports, letters, and general correspondence.
• Normal tasks require the use of definite procedures with moderate deviation. Judgment is required to apply the proper course of action.

PERSONAL APPEARANCE AND DEMEANOR

All employees are always expected to be neat and well-groomed while at work. The office dress code is business casual. Consolidated Utility District will reasonably accommodate an employee’s religious beliefs in terms of workplace attire unless the accommodation creates an undue hardship.

Jewelry – Where job duties present any type of safety risk, jewelry may be prohibited or severely limited. No ear gauging or head jewelry or ornaments are permitted. Facial (including tongue) piercings are not permitted in the workplace with the exception of a small, non-distracting nose stud. Nose rings and the like are not permitted.

Tattoos – No face, head, or visible neck tattoos are permitted in the workplace. Small, less visible tattoos on the back of the neck may be permitted. Other body art (such as surgically implanted ball bearings, spikes, ear gauging and the like) are not permitted in the workplace.

Hair – Extreme, non-traditional hair colors are not permitted.