What are the responsibilities and job description for the Customer Service Coordinator position at Decatur Utilities?
Department: Customer Service
Location: Main Office
Promotes excellent customer service by providing backup assistance to customers and Customer Service department.
Key Responsibilities
A commitment to safety, providing reliable utility services, protecting public health and providing excellent customer service are the responsibilities of all job positions at Decatur Utilities. We believe that teamwork, open communication, honesty, integrity, fairness, diversity and respect for each other are essential traits to perform all job duties.
- Communicates with customers by phone or in person and receives orders for installation, turn on, discontinuance or change in service.
- Determines deposit and fee required or verifies letters of reference from other utilities and prepares letters of reference for customers.
- Refers complaints of service failures, such as power outages, to appropriate DU representative.
- Sets up all new accounts and adds services so that meter information can be added.
- Provides assistance to customer service representatives when handling difficult customers or to meet customer demands.
- Responds to customer complaints in a positive manner suggesting possible solutions or reasons for abnormal conditions.
- Makes transfer adjustment journal entries into customer accounts.
- Refers customers with whom no agreement can be reached to appropriate DU representative or agencies offering financial assistance.
- Processes paperwork for engineering on construction, new services, disconnects and gas, water, wastewater, and electric service connections.
- Provides relief for Field Service Coordinator
- Provides relief or coverage for Receptionist when needed.
- Assists Customer Service staff with billing software related issues.
- Conducts internal audits and recommends procedure changes to ensure compliance with the FACT Act.
- Assists with Commercial and Industrial deposit calculations.
- Associate degree in business related field or equivalent from accredited junior college or university preferred.
- Minimum 2 years additional related work experience.
- Above average communication is required to effectively assist customers in a positive and professional manner.
- Ability to handle difficult customer situations.
- Ability to read and comprehend routine business documents.
- Ability to prepare routine reports and business correspondence.
- Ability to effectively interact and communicate one-on-one with co-workers and supervisors to respond to questions and resolve customer service issues.
- Proficient in Microsoft Office Suite (Microsoft Outlook, Word & Excel) and Customer Information System (CIS) software as required to perform job tasks.
- Ability to apply some judgment to carry out detailed and well-established procedures and methods, such as completing detailed forms and recording complex data.