Customer Services Representative I

Job Purpose

Provide excellent customer service and complete tasks pursuant to daily schedule. Receive and process customer payments, troubleshoot customer concerns, sell and support communications products, and support various Customer Services programs.

Specific Responsibilities

1. Using the approved communications model to ensure customers are handled efficiently and with respect, respond to customer telephone calls, emails, and in-person inquiries as they relate to services and products provided by the Utility:
   1. Answer questions and perform business relating to all utilities, including, but not limited to applications for service, online processes which may include third-party processors, rates, promotions, policies, and service rules.
   2. Accept payments, accurately entering the transactions, and balancing end-of-day cash drawer.
   3. Promote the use of and sell MPW communications services to customers.
   4. Create and schedule service orders for field personnel based on customer needs within set parameters.
   5. Troubleshooting for customer concerns/complaints of the following items: communications services, partial/no electric or water service, high bills, etc.
2. Review and process reports for adjustments that need to be made or other actions to be taken.

Other Responsibilities

1. Assist the Customer Services department in submitting customer’s bills to the Utility’s online bill payment and presentment company, including the review and approval of the bills after initial processing.
2. Gather data for Customer Services monthly report.
3. Process Community Services payments and balance to the general ledger.
4. Act as back-up to the Administrative Support Person.
5. Process returned mail.
6. Other duties as assigned.