Utility Customer Support - I

Utilities Customer Service Representative

Interacts with internal and external customers concerning all aspects of all municipal utilities, including electric, water, waste water, storm water, and solid waste. Works under close supervision with minimal latitude for the use of initiative and independent judgement.

Essential Functions

• Answers questions concerning service, billing and payments and takes appropriate action;
• Uses company policies to determine one call resolution;
• Inputs data into various systems and computer applications to update customer records;
• Quickly and accurately analyzes customer inquiries in order to resolve issues with the goal of one contact resolution;
• Review customer interval data in order to provide information on rates and charges for municipal services;
• May accept payment, maintain receipts, and balance cash drawer;
• Ability to multitask by utilizing a personal computer running multiple software applications while assisting customers via phone, email, or in person;
• Ability to obtain, verify, and enter confidential customer information into Customer Information System;
• Provide water and electric conservation tips;
• Requires regular attendance and punctuality along with being prepared to commence work at the beginning of the shift;
• Other duties as assigned.

Qualifications

Completion of high school, GED, or specialized vocational training; with a minimum of 2 years of customer service experience, preferably in a call center environment; good oral and written communication skills; typing skills at minimum of 40 words per minute; or any combination of relevant education and experience which provides the following:

Knowledge and Abilities

Knowledge of:

• Effective customer service and de-escalation techniques;
• Customer information or billing software;
• Telephone etiquette;
• Billing principles.

Ability/Skill to:

• Communicate effectively in a courteous manner;
• Prepare and maintain accurate records;
• Effectively operate a personal computer and a variety of computer software programs simultaneously;
• Ability to access multiple systems and capture information while responding real-time to customer inquiries;
• Practice active listening skills;
• Perform basic mathematical calculations using addition, subtraction, multiplication, and division;
• Make sound judgements regarding customer issues while following established policies and procedures;
• Handle payments and receipts in an accurate manner;
• Ability to read and follow directions.

Physical Requirements:

• Frequently stand and walk;
• Frequently lift and carry up to 10 pounds;
• Frequently flex upper trunk forward, while flexing partially at the knees;
• Frequently push or pull objects;
• Frequently reach above, at, or below shoulder height;
• Continuously talk, see, and hear;
• Continuously sit for extended periods of time.