What are the responsibilities and job description for the Customer Service Representative position at Employment Opportunities - Holland Board of Public Works?
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
- ResidentialCustomer Portal
- Business Customer Portal
- Credit Card Processing
- Customer Screening Tools
- Electronic Service Order System
- AMI/MDM Systems to verify customer data and perform remote action.
- 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 mathematical and information locating skills as demonstrated through WorkKeys assessment (Applied Math - 3, Graphic Literacy-4).
- Excellent telephone and interpersonal skills.
- Ability to deal effectively and respectfully with the general 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
- Associate degree or equivalent education and experience.
- Strong workplace skills as demonstrated through WorkKeys assessments (Applied Math - 5, Graphic Literacy - 5, Workplace Documents - 5).
- Prior utility customer service experience (electric, cable, telecom, refuse)
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.
Employment will be contingent upon favorable results of a background check, pre-employment physical and drug screening. Given our safety-sensitive industry, our workplace is alcohol and drug free (including marijuana and THC items).
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.