Customer Service Representative

Handles all phases of customer inquiries received in person or by telephone (sometimes written or electronic) and processes applications for service and extension of facilities. Responds to customer inquiries and complaints (i.e. bill payment, meter, usage inquiries, account updates, service, credit and collections) in a customer focused manner. Responds to maintenance and emergencies during storm restoration.

Will also spend time processing paperwork, some days they might only be on the phone 50% of the time. The phone is still the majority of this job and the priority.

MAJOR ROLES AND RESPONSIBILITIES:

1. Resolves customer problems and complaints utilizing established procedures and policies, which include regulatory guidelines (customer may include: attorney, collection vendors, and/or insurance companies). Records on line entries of customer transactions into set operating systems.(55%,P)
2. Provides account information to customers and explains bill service policies and customer rights. Able to work with all areas of the Company to obtain pertinent information to serve customer.(15%,P)
3. Conducts credit and collection work, as necessary, including deposits, final/charge off collection, Sundry and Legal.(10%,S)
4. Receives and logs customer inquiries, complaints, and requests for adjustments on residential and small business or industrial accounts. (15%,P)
5. Initiates service orders, WMS orders and performs associated action, as requested.(5%,P)

MUST have Call Center experience- or skills in the Customer Service Field dealing with customer service in person and on the phones.

This is a 6- 12 month assignment with a work schedule between 7:30am-5pm. Interviews are expected to take place in the first week of January with the class starting mid January. Overtime may be required at certain times, especially during a storm.

Additional Info:
Candidates selected for an interview will need to take an on-line skills test that will be provided. The test must be passed before an in person interview is confirmed.