Call Center Representative

Call Center Representative Part Time

Individuals in positions allocated to this class are the primary contact with the public on the telephone. Responsibilities include providing information to members regarding services available through Clay Electric and maintaining records relating to those services.

Work is performed under the supervision of the Call Center Supervisor who reviews work on a daily basis through observation and assistance in dealing with more difficult situations to ensure that the duties and responsibilities are being carried out satisfactorily and the objectives of this position are being met.

Essential Job Functions:

• Member Communication. Communicates with members on the telephone and/or via email, as required. This may include communications concerning payments, trouble calls, new service requests, rate information, collection, pay arrangements, move in/out, etc.
• Member Reported Outages. Receives calls from members who are calling in to report an outage. Following protocol, verifies that the breakers have been checked, or other possible information is gathered that could assist in the restoration efforts such as neighbors out, tree or limbs down, etc.
• Service Orders. Prepares service orders to address problems with a member's service, such as, high bills, vegetation management issues, outages, trouble calls, outdoor light repair, move in/outs. This involves obtaining member information, verifying identification and performing other tasks as required to ensure accurate records are established and maintained.
• Bills. Researches payment history and performs other account maintenance activities as required.
• New Services. Receives initial contact information and relays to appropriate district office for final processing.
• Payments and Usage. Discusses options for payments, energy conservation and options for payment assistance.
• Policies and Procedures. Is knowledgeable of all customer service policies and procedures, especially as referenced in the CSR Reference Manual and maintains proficiency as changes occur.
• Safety. Practices safe work habits in the performance of all job duties and is familiar with and follows those portions of the Cooperative Safety Manual that pertain to their position.
• Other Essential Duties. Each employee is responsible to perform other duties as required to benefit the Cooperative and its members, includes responding to and/or assisting in emergency situations.

Minimum Training and Experience:

This position requires a high school diploma or equivalent, and one (1) year of customer service experience or related type of work. Experience in dealing with the public, particularly in a utility environment, is desired.

Individuals in this position must maintain a valid State of Florida driver's license.

Knowledge, Skills and Abilities:

Working knowledge of Microsoft Office and other technology software/tools used in the department.

Working knowledge of customer information system, service orders and other systems utilized by the position.

High degree of communication skills in order to deal effectively with the public, contractors and municipalities.

Ability to remain calm and professional while answering members' calls.

Ability to effectively administer the Cooperative's policies and procedures while maintaining superior customer relations.

Mathematical skills to review billing history such as average daily usage and to explain bills clearly to members.

Ability to operate standard business office machines and equipment.

Clay Electric Cooperative, Inc. is an Equal Opportunity employer. All applicants for employment shall be considered on the basis of merit, without regard to race, color, sex, age, religion, national origin, physical or mental handicap or disability, where otherwise qualified, or marital or veteran status. Clay Electric Cooperative, Inc. treats all employees equally without discrimination in rates of pay and other opportunities for advancement.

Clay Electric Cooperative, Inc. has a drug-free workplace policy.

Clay Electric Cooperative, Inc. participates in E-Verify. E-Verify electronically compares information entered on the Employment Eligibility Verification, Form I-9, with records contained in Social Security Administration and Department of Homeland Security (DHS) databases. This helps employers verify the identity and employment eligibility of newly hired employees.