Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE

JOB SUMMARY

Under the general supervision of the Customer Service Supervisor, the Customer Service Representative ("CSR") serves as the primary point of contact for customers regarding utility services. The CSR is responsible for handling a high volume of inbound and outbound customer communications, maintaining customer actions, processing payments, resolving billing and service inquiries, coordinating service requests, and providing exceptional customer service to residential, commercial, and industrial customers – all in an office or enterprise customer contact center like environment. This position requires extensive verbal communication, including telephone and in-person communication, frequent customer interactions, continuous computer use, and the ability to perform multiple administrative and customer service functions in a fast-paced environment.

Primary Function of Position:  The vast majority of the Customer Service Representative’s workday is spent in office communicating with customers, co-workers, and others by telephone, computer, and in-person interactions while maintaining customer accounts, processing payments, resolving customer service issues, and supporting utility service operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following duties are representative of work performed in this position. The omission of specific duties does not exclude them if the work is similar, related, or a logical assignment to the position. The company reserves the right to assign, reassign, modify, or add duties and responsibilities as necessary to support business operations. Employees may be required to perform other duties as assigned. Periodic travel for meetings and training are required.

Customer Service and Communication

• Answer and manage a high volume of telephone calls as part of the company’s virtual enterprise customer contact center and serve customers in person throughout the entire workday.
• Communicate professionally and effectively with customers, co-workers, vendors, contractors, and members of the public.
• Respond to customer inquiries, complaints, and requests by telephone, in person, and occasionally by email and written correspondence.
• Explain utility rates, policies, payment options, billing practices, and service procedures.
• Resolve customer concerns while maintaining a professional, courteous, and customer-related demeanor.
• Assist CSRs in other company offices by driving to and covering for CSRs that are sick or on vacation.

Account Management

Serve as a primary point of contact and communication between the company and customers regarding utility services, billing inquiries, account maintenance, and service requests.

• • Establish and maintain residential and commercial customer accounts in response to telephone or live requests from new customers.
  • While communicating with customers, verify customer information and process account updates, service transfers, and account corrections.
  • While on the telephone or communicating in person with customers, research and resolve account discrepancies, billing concerns, and payment issues.
  • Keep accurate customer records and documentation resulting from customer communications.

Payments and Cash Handling

• Receive and process customer payments in person, by mail, and through drop-box services.
• Balance and reconcile daily cash drawers and payment transactions.
• Prepare bank deposits and related documentation.

Field Operations Coordination Duties

• In communication with customers and co-workers, create, process, and dispatch service orders for field personnel.
• Coordinate customer service requests between customers and co-workers (operations personnel), including meter re-reads, turn-ons, turn-offs, and related field activities.
• Communicate by radio and other company approved processes with co-workers (operations personnel) regarding service requests and customer concerns.
• Operate office radio systems in accordance with applicable policies and procedures.

Administrative Duties

• Utilize company computer systems and software applications while communicating with customers throughout the workday to perform customer service functions.
• Enter, update, review, and maintain customer account information and related records.

• Occasionally assist with special projects and administrative assignments as directed.

• Performs other duties as assigned.
• Attend CSR training and meetings in other company offices.

QUALIFICATIONS, KNOWLEDGE, AND SKILLS

The qualifications, knowledge, skills, and abilities are representative of those required for this position and are not intended to be an exhaustive list.

• Bilingual (English/Spanish) preferred. Ability to communicate effectively with Spanish-speaking customers is a plus.
• 1 to 3 years of customer service, enterprise customer contact center, financial clerical, cashiering, or related experience preferred. High-volume contact center experience is highly desirable.
• Strong verbal and written communication skills.
• Ability to verbally communicate with numerous customers by telephone and in person for multiple hours at a time.
• Excellent customer service and conflict resolution abilities.
• Ability to verbally communicate clearly, professionally, and effectively.
• Ability to remain professional and composed while handling difficult customer interactions by telephone and in-person.
• Proficient in Microsoft Office applications, including Outlook, Word, and Excel.
• Ability to perform simple mathematical calculations and accurately handle financial transactions.
• Ability to prioritize work, manage multiple tasks, and meet deadlines in a fast-paced environment.
• Ability to maintain confidentiality and exercise sound judgment.
• Ability to work independently and as part of a team.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics and physical demands described below are representative of those an employee encounters while performing the essential functions of this position.

• Requires frequent and prolonged verbal communication throughout the entire workday with numerous customers, co-workers, vendors, contractors, and members of the public.
• Requires the ability to effectively speak, hear, listen, and communicate by telephone and in person.
• Work is primarily performed in an indoor office or enterprise customer contact center environment.
• Requires prolonged periods of sitting while performing customer service and administrative duties.
• Requires continuous and frequent use of a telephone, headset, and computer throughout the workday.
• Requires frequent keyboarding, typing, data entry, and operation of a computer workstation throughout the workday.
• Requires sustained visual concentration when reviewing customer accounts, billing information, service orders, reports, and electronic records.
• Requires frequent use of hands and fingers to operate computers, telephones, calculators, and the office equipment.
• Requires the ability to work simultaneously within multiple computer applications while communicating with customers.
• Requires the ability to maintain concentration, professionalism, and accuracy while managing frequent interruptions and a high volume of customer contacts.
• Requires occasional standing, walking, bending, reaching, or lifting office materials weighing up to ten pounds.
• Requires handling cash and checks.

EDUCATION, TRAINING, AND EXPERIENCE

The following qualifications are required:

• High school diploma or GED equivalent.

• Ability to perform routine office and customer service assignments.
• Valid Arizona driver’s license and acceptable driving record.
• Must be bondable for the handling of money.
• Must be able to obtain and maintain a Notary Public commission if required by the company.
• Any equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities may be considered.