Customer Service Representative

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Customer Service Representative Regular Full-Time Staff Customer Solutions Center, New Braunfels, TX, US 3 days ago Requisition ID: 1846 Salary Range: $20.46 To $26.08 Hourly Position Summary The Customer Service Representative (CSR) in the Call Center provides excellent customer service to our customers by providing support in all areas concerning their utility accounts. The individual should have excellent written and oral communication skills, a positive attitude, strong work ethic, extreme professionalism, and a passion to serve others. This includes the ability to multi-task and type while talking on the phone without being distracted by others and the ability to manage emotions in stressful situations. Multitasking and stress management skills are essential for this position. The CSR must have the ability to apply critical thinking strategies to autonomously resolve customer grievances. The CSR in the Call Center is highly involved in interacting with external and internal customers via telephone, fax, letter or email. As the first point of contact, the CSR will become familiar with the general duties and responsibilities of the New Construction, Conservation and Customer Solutions, Electric Engineering, Electric Operations, Water Engineering, Water Operations, Laboratory and Control Center teams to facilitate incoming customer inquiries and direct to the appropriate department. In addition, the Customer Service Representative in the Call Center performs basic clerical duties such as filing, organizing, printing, copying, etc. and assists in the operational duties of other areas within Customer Service as needed. The representative acts with a sense of urgency, is solution-oriented, approachable, professional and takes great pride in working with customers to deliver an experience that meets and, at times, exceeds their expectations. ADMINISTRATIVE SUPPORT Obtainsaccountinformationfromcustomersandexplainschargesonutilitybillwhilemaintaining confidentiality ConductsaccountsearchesbyutilizingtheCustomer InformationSystem (CIS);Northstar Investigates,researchesandresolvesproblemsinaccordancewithestablishedpolicyandprocedures Correctsmisappliedpayments,researchesrefunds,reverseslatefees,NSFfees,processingfees,and tampering fees, if applicable Providesmeterreadinganddataanalysis onelectricand watermetersusing MeterSense Offersandexplainstheadditionalservicesandprogramsavailablesuchas;autodraft,autopay,pickyour due date, budget billing, senior citizen billing and critical care. Providesinformationaboututilitybillassistanceprogramandthecontactinformationforthevarious agencies that aid with their particular need Understandingofthenecessityandvalueofaccuracyand attentiontodetail;abilitytoprocessinformation with high levels of accuracy Servesasapeer resourceandmayperformgeneraladministrativesupport Draftsmonthlymessage andautodialer calendars Generate,review,andcompletepastdueautodialercampaignsusingMilSoft Providesproofofresidency,customeraccountsummariesfortaxorfinancialassistancepurposesandother requested customer account documentation VersedinbasicITtroubleshootingtechniquestoidentifyandresolvetechnologyissueswhenworking from home FamiliarwithMicrosoftsuitetodraftemails,composememosandconstructspreadsheetstocommunicate with customers, internal and external. Abilitytomanagemultipleconcurrentobjectives,projects,groups,oractivities,makingeffective judgments as to prioritizing and time allocation. INTERNALANDEXTERNALCOMMUNICATION Maintainscalmcomposureandcommitmenttoworkduringperiodsofheavyworkloadandstressful situations KnowledgeableofNBU’sratestructure,ServiceConditionsPolicyandCityofNewBraunfelsCodeof Ordnance, Chapter 130, to effectively educate customers on the governance of their accounts Schedulesre-readsonelectricand/orwatermeters,schedulesenergyorwaterassessments,compares electric and water usages, calculates and performs qualifiable billing adjustments, as needed. Knowledgeofandabilitytoutilizeprocesses,tools,andtechniquesfordetecting,addressingand preventing fraudulent situations Providesinformationforalternativeformsofdepositotherthanadepositpaymenti.e.guarantor,letterof credit, irrevocable letter of credit and the retention periods ProcessesApplicationsorlettersofcreditreceivedviafaxoremail Processesdisconnectand transferofservicerequests Verifiescaller’sidentityviaOnlineUtilityExchange forapplicationordebtcollectionpurposes ResearchesCISsystemtoconfirmifapplicanthasanypastaccountbalances.Ifoutstandingbalanceis found, sets up payment arrangement and forwards to Collections Representative. Understandsandcandemonstratehowbillingsarecalculatedtosuccessfullyeducatethe customers Advise,educate,andengagecustomersonavarietyoftechnologicaltoolsandresourcesallowingthemto explore solutions to achieve their goals Becomesfamiliarandunderstandthedutiesandresponsibilitiesofotherkeydepartmentstoaccelerate resolution to customer requests GENERAL RESPONSIBILITIES Maintainregularattendance;leavescheduleshouldbemanagedsoastonotinterferewithabilityto accomplish tasks, including special projects and assignments with deadlines AdheretoNBUsafetyguidelinesandpracticesatalltimesandinall situations Maintainacleanandsafeworkarea,office,fieldsiteandvehicleasapplicable Develop&maintaineffectivecustomerserviceskillsforcommunicationswithco-workers,customersand the public in general Maintainstrictconfidentialityofbusiness,employeeandcustomerinformationinwrittenandoral communications and safeguard sensitive documents AdheretoNBUpoliciesandprocedures ExemplifiesNBUCoreValuesof Integrity,Stewardship,Team,CultureandSafety Participate in and support initiatives to reach annual NBU Performance Measures Formal Education and Work Experience Requirements Degree/Diploma Obtained: High School Diploma/GED Work Experience Time Frame: One Year or More Field of Study: General Studies Other: - One year of experience in customer service relations, preferably in utilities. Bilingual in Spanish is preferred Other Minimum Qualifications UtilizecurrentversionsofcomputersoftwareandhardwareprovidedbyNBUtoresearchcustomeraccounts,perform data entry, and to create other documents that are clear, accurate and grammatically correct. Excellent10Keyand dataentryskills Ability to efficiently operate various standard office machines like copiers, scanners, and faxes. #J-18808-Ljbffr