Reports to: Customer Service Manager

Job Summary: This position is responsible for serving customers and maintaining customer accounts.

Essential Duties

• Respond to customer inquiries and requests for service.
• Explain and answer questions on utility bills and rate schedules via all communication platforms (face-to-face, telephone, email, online, etc.).
• Perform data entry for utility billing, deposit accounting and rate calculations.
• Perform customer utility usage analysis.
• Process service orders.
• Receive and process payments made on BPW invoices.
• Balance cash drawer.
• Perform credit and collection activities.
• Understand and utilize customer based software systems including, but not limited to:
  • Customer Information System
  • Residential Customer Portal
  • Business Customer Portal
  • Credit Card Processing
  • Customer Screening Tools
  • Electronic Service Order System
  • AMI/MDM Systems to verify customer data and perform remote actions
• Direct general BPW calls to appropriate departments when necessary.
• Promote favorable public image and maintain a professional and positive attitude.
• Assist Customer Programs Coordinators as needed.
• Perform all other tasks as assigned.

Essential Qualifications

• High school diploma or equivalent.
• Effective workplace skills as demonstrated through WorkKeys assessments (Applied Math – 3, Graphic Literacy – 4).
• Excellent telephone and interpersonal skills.
• Ability to deal effectively and respectfully with the public and coworkers.
• Working knowledge of Microsoft Word and Excel.
• Ability to work under pressure.
• 10 key pad experience and ability to enter data quickly and accurately.

Preferred Qualifications

• Associates Degree or equivalent education and experience.
• Experience working in customer service field.

Physical Requirements & Working Conditions

• Normal office environment with minimum discomfort due to noise, dirt and dust.
• Must be able to sit for long periods of time.
• Mental ability to frequently handle pressures related to working on multiple projects requiring attention to detail.
• Must be able to work after hours for emergency situations.

This job description is intended to describe the general nature and level of work being performed by a person assigned to this position. It is not to be construed as an exhaustive list of all job duties assigned to or required of this position.