Customer Service Representative I or II (Based on level of qualifications)

Job Description

CUSTOMER SERVICE REPRESENTATIVE I

GENERAL DEFINITION OF WORK

Performs responsible duties related to customer service requests and the preparation

and/or maintenance of related records for the utility. Duties generally fall within the areas

of customer service, billing, and/or collections. Flexible scheduling may be required to

meet customer needs. Work is performed under regular supervision. Does related work

as required.

TYPICAL TASKS

Assists customers professionally and tactfully by responding to customer inquiries over

the phone, email, or chat. Researches information and prepares service orders as

needed. Assists customers with utility accounts. Handle inquiries such as billing

questions, deposit requirements, and service applications. Initiates, terminates, and

transfers utility services in accordance with established procedures. Adheres to all FACT

Act (2003) and Red Flag guidelines when working with sensitive customer information.

Handles payment arrangements, non-pay accounts, and customer billing inquiries.

Operates calculators, computer systems, and other standard office equipment used to

maintain records. May be responsible for acceptance and validation of all moneys

received from customers for utility bill and deposit payments. Accurately records

transactions. Performs related tasks as required.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of standard office procedures, practices, and equipment. Ability to

understand and follow oral and written directions. Ability to establish and follow detailed

work procedures. Must possess basic computer skills and strong typing ability. Must be

a team player and possess strong customer service skills. Strong professional verbal and

written communication skills are required, along with strong attention to detail.

Knowledge of utility service connection and termination procedures, billing, collecting and

adjustments is preferred. Ability to apply utility rules, regulations, policies and procedures.

Ability to assist customers with programs and services offered by KUA. May be required

to lift or displace up to 25 pounds.

EDUCATION AND EXPERIENCE

Graduation from high school or GED. One (1) year of experience in general office work

and customer service required.

CUSTOMER SERVICE REPRESENTATIVE II

GENERAL DEFINITION OF WORK

Performs responsible and varied customer service duties related to utility billing, service

orders, and account maintenance. This work involves complex customer interactions

requiring in-depth knowledge of utility processes and systems. Duties generally fall within

the areas of customer service, billing and collections. Flexible scheduling may be required

to meet customer needs. Work is performed under regular supervision. Does related

work as required.

TYPICAL TASKS

Assists customers professionally and tactfully by phone, email or other channels;

researches and resolves inquiries related to the utility bills, payments, deposits and

account information. Initiates, terminates, and transfers utility services in accordance with

established policies and procedures. Accurately handles billing adjustments, payment

arrangements, and non-pay account actions. May be responsible for accepting and

validating payments and deposits, and accurately recording transactions. Accurately

enters and verifies account information, payments, and service changes in the Customer

Information System (CIS). Adheres to FACT Act (2003) and Red Flag guidelines when

handling sensitive customer data. Provides support to new team members and assists

with training or guidance as needed. Operates calculator, computer systems and other

standard office equipment incident to maintaining records. Performs other job related

duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

Thorough knowledge of standard office procedures, practices and equipment.

Comprehensive knowledge and understanding of utility service connection and

termination procedures, terminology, billing, collecting and adjustments (including

electric, storm water and garbage rates along with applicable taxes). Ability to understand

and follow oral and written directions. Strong professional verbal and written

communication skills with an ability to explain account information clearly. Ability to

establish and follow detailed work procedures. Must possess basic computer skills and

strong typing ability. Must be a team player and possess strong customer service skills.

Strong attention to detail and ability to follow detailed work procedures. Working

knowledge of KUA’s Customer Information System (CIS) and possess the ability to assist

customers through programs and services offered by KUA. Comprehensive knowledge

of utility rules, regulations, policies, and procedures. Maybe required to lift or displace up

to 25 pounds.

EDUCATION AND EXPERIENCE:

Graduation from high school or GED. Three (3) years of experience in customer service utility industry or related industry are required. Bachelor of Science degree in business,

finance or related field is preferred.