Job Description

Perform specified customer service functions. Access customer records and correct data, initiate service order requests, reconcile billing information, respond to internal and external customers, perform credit activities, maintain the work flow for the area and assist other customer service personnel in responding to customer requests.

Job Responsibilities

1. Process meter load requests for service installations and process service order requests for new and existing customer requests.
2. Under general direction, provide information and respond to inquiries from customers and other employees regarding service requests, rates, basic high-bill inquiries, credit processes, energy conservation, customer programs, billing information and Company policy.
3. Relieve other customer service personnel and/or be responsible for a specialized area of customer service.
4. Perform cashiering tasks as required, process mail returns, account changes or corrections, and respond to miscellaneous customer inquiries. Update customer information. Compile reports and perform other office and clerical tasks as required. Process customer correspondence.
5. Initiate service orders or follow-up requests and make credit arrangements.
6. Operate computers, telephone systems, calculators and related equipment.
7. Perform similar and incidental duties as required.

NOTE: See Addendum(s) for specific duties and responsibilities pertaining to each department within the Customer Service Group.

Minimum Qualifications

EDUCATION

• Minimum education and training including a high school diploma or GED; successful completion of six to ten (6-10) credits of business school or college studies in accounting, communications skills, drafting or social sciences transferable to a 4-year institution or its equivalent in experience and/or education as determined by Human Resources.
• Business courses: drafting/engineering, social sciences, psychology, communication, computer sciences, business math, business administration, business law, statistics, business communications, project management, sociology and economics.
• Successful completion of courses in basic PC, electricity and natural gas is desired.

EXPERIENCE

• Two years customer service skills preferably in a call center environment.
• Must be able to type a minimum of 35 words per minute.
• Must have strong verbal and written communication skills.

Desired Qualifications

Additional Information

SUPERVISION

The position is not responsible for supervising or leading other persons. Coordination with other areas is often necessary to respond to customer requests.

EXTERNAL CONTACTS

The position has constant communications with internal and external customers to gather and provide and to coordinate customer service activities.

JOB CONDITIONS AND PHYSICAL EFFORT

The duties and responsibilities are performed in an office environment. The position generally involves continuous sitting, occasional standing and walking, light lifting, frequent bending, reaching, keyboard and telephone operation.

The environment conditions generally include ambient inside temperature, lighting and noise levels.