Traverse City is a destination town located in beautiful Northern Lower Michigan along the shores of East Grand Traverse Bay and West Grand Traverse Bay, both of which flow into Lake Michigan. This area is known for its beaches and extensive outdoor recreational opportunities and has been featured in publications such as Midwest Living, The New York Times, Forbes Magazine, National Geographic and also on Good Morning America.

Become One of Our Valued Team Members:

The Customer Service Representative acts as a customer liaison providing exemplary customer service when addressing all customer inquiries and resolving problems with emphasis on positive public/customer relations for Traverse City Light & Power, which includes Traverse City Light & Power Fiber, (Utility). Serves as primary contact for citizen inquiries by email, telephone, and in person. Performs work of moderate difficulty related to sharing information/answering questions, recording and processing billing, cash handling, financial and routine accounting, support services, record maintenance and explaining and selling TCL&P services.

Essential Job Functions:
An employee in this position may be called upon to do any or all of the following essential functions. These examples do not include all of the duties which the employee may be expected to perform. To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

• Assist customers/citizens via telephone, email, and in-person in answering inquiries, assisting with electric and fiber utility activation/terminations, explaining service offerings, details regarding billings for all TCL&P utilities, and resolving customer issues.
• Set up services at new locations and associate them with a customer to determine a reading sequence number.
• Manage customer complaints, provide appropriate solutions and follow up to ensure resolution.
• Perform a variety of clerical accounting duties including preparing and updating spreadsheets, processing payments, receipts and posting transactions. Balance payment batches and prepare and balance daily payment sheets.
• Perform accurate work associated with daily/monthly reconciling of receipts and preparation of supportive documentation on a daily/monthly basis in reconciling receipts from subsidiary programs to the general ledger. Prepare daily bank deposits and coordinate the electronic submission of customer checks.
• Coordinate daily utility work orders with other departments to ensure accurate/timely completion of work performed.
• Assist with various program offerings; to include program enrollments, removals and payment verifications. This includes but is not limited to VGP and On-Bill Financing.
• Assist with the disbursement and receipt of equipment.
• Assist with troubleshooting minor issues related to fiber, as needed.
• Assist with clerical duties such as printing, sending computer-generated notices, creating mail merge files for letters as required by ordinance, and assisting with mailings as the need arises. Serve as a back-up for Customer Support Specialist.
• Gather, assemble, tabulate, proof, extend, balance, summarize, and post fiscal and related data; make involved mathematical computations (including calculating interest and manually calculating customer billings).
• Use a variety of office machines including, but not limited to a computer, copy machine, check imaging machine, scanner, and calculator.
• Utilize various computer applications and software packages; enter and maintain data; generate reports from a database or network system; create documents using word processing or spreadsheet software.
• Establish and maintain effective relationships and use good judgment, initiative and resourcefulness when dealing with customers, vendors, employees, Board members, professional contacts, elected officials, and the public.
• Provide training as needed and/or directed.
• Attend safety and other meetings as required.
• Position is onsite and may require overtime work as necessary.
• Perform other work as assigned.

Required Knowledge, Skills, Abilities and Minimum Qualifications:
The requirements listed below are representative of the knowledge, skills, abilities and minimum qualifications necessary to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

• Educational requirements include a high school diploma or equivalent. Certification, training or degree in accounting or related field preferred.
• Minimum of three years’ related experience.
• State of Michigan Vehicle Operator’s License
• Ability to interpret basic accounting and banking practices and to learn and follow accounting and billing clerical procedures.
• Proficient with the use of a personal computer to prepare reports, maintain records, search for and compile data.
• Proficient with Microsoft Office products, database and spreadsheet software applications.
• Thorough knowledge of office practices, systems, procedures and equipment, including but not limited to photocopiers, multi-line phone systems, e-mail and internet use.
• Proficient in the use of 10-key calculator/similar method.
• Proficient in mathematical functions such as addition, subtraction, multiplication, division, percentages, ratios, etc.
• Ability to perform mathematical computations rapidly and accurately.
• Ability to detect errors, determine cause and make corrections.
• Possess excellent verbal and written communication skills including spelling and grammar.
• Demonstrated ability to be detail oriented, accurately manage multiple tasks and stay organized.
• Ability to critically assess situations, solve problems, and work effectively under stress, within deadlines and changes in work priorities.
• Ability to consistently demonstrate sound ethics, good judgment and confidentiality of information.
• Ability to effectively communicate orally and in writing and to interact and communicate in a positive and professional manner with customers, employees, vendors, Board members and the public.
• In addition to the above-mentioned requirements, this position requires the ability to read, write, speak and understand the English language as necessary for the position; the ability to follow written and oral instruction; and be physically and mentally able to perform the essential duties of their position. Regular, consistent, and predictable attendance is also required.

Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time, communicate verbally in person, by telephone and via email, hear, read regular and small print, view and produce written and electronic documents and enter data on a computer keyboard with repetitive keystrokes. The employee must be mobile in an office setting, stand, sit, stoop and kneel, use hands to finger, handle, or feel and reach with hands and arms. The employee must frequently lift and/or move items of light to moderate weight. Specific vision abilities required by this job include close vision distance vision, color vision, depth perception, and ability to adjust focus.

The typical work environment of this job is a business office setting where the noise level is quiet and sometimes moderate.

Employees shall maintain a permanent and bona fide residence in a location that allows for a response time to the Service Center within no more than 60 minutes under normal driving circumstances within 6 months of employment.

TCL&P is an Equal Employment Opportunity Employer
A diverse team makes a strong team. As an Equal Employment Opportunity employer, we are strongly committed to creating a dynamic and equitable workforce that mirrors the community and world that we serve. TCL&P encourages people from all backgrounds to apply.

Ideal Candidate - Customer Service - Utility Customer Service - Customer Experience - Member Services - Customer Engagement - Customer Service Representative

Job Type: Full-time

Pay: $21.75 - $28.25 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Experience:

• Customer Service: 3 years (Required)

Work Location: In person