Customer Service Representative I or II (Based on level of qualifications)

Performs responsible duties related to customer service requests and the preparation and/or maintenance of related records for the utility.  Duties generally fall within the areas of customer service, billing, and/or collections.  Flexible scheduling may be required to meet customer needs.  Work is performed under regular supervision.  Does related work as required.

Performs responsible and varied customer service duties related to utility billing, service orders, and account maintenance. This work involves complex customer interactions requiring in-depth knowledge of utility processes and systems. Duties generally fall within the areas of customer service, billing and collections. Flexible scheduling may be required to meet customer needs. Work is performed under regular supervision.  Does related work as required.

Assists customers professionally and tactfully by responding to customer inquiries over the phone, email, or chat. Researches information and prepares service orders as needed. Assists customers with utility accounts. Handle inquiries such as billing questions, deposit requirements, and service applications.  Initiates, terminates, and transfers utility services in accordance with established procedures.  Adheres to all FACT Act (2003) and Red Flag guidelines when working with sensitive customer information. Handles payment arrangements, non-pay accounts, and customer billing inquiries. Operates calculators, computer systems, and other standard office equipment used to maintain records.  May be responsible for acceptance and validation of all moneys received from customers for utility bill and deposit payments. Accurately records transactions. Performs related tasks as required.

Assists customers professionally and tactfully by phone, email or other channels; researches and resolves inquiries related to the utility bills, payments, deposits and account information.  Initiates, terminates, and transfers utility services in accordance with established policies and procedures. Accurately handles billing adjustments, payment arrangements, and non-pay account actions. May be responsible for accepting and validating payments and deposits, and accurately recording transactions. Accurately enters and verifies account information, payments, and service changes in the Customer Information System (CIS). Adheres to FACT Act (2003) and Red Flag guidelines when handling sensitive customer data.  Provides support to new team members and assists with training or guidance as needed. Operates calculator, computer systems and other standard office equipment incident to maintaining records.  Performs other job related duties as assigned.

Knowledge of standard office procedures, practices, and equipment.  Ability to understand and follow oral and written directions. Ability to establish and follow detailed work procedures.  Must possess basic computer skills and strong typing ability.  Must be a team player and possess strong customer service skills. Strong professional verbal and written communication skills are required, along with strong attention to detail.  Knowledge of utility service connection and termination procedures, billing, collecting and adjustments is preferred. Ability to apply utility rules, regulations, policies and procedures. Ability to assist customers with programs and services offered by KUA.  May be required to lift or displace up to 25 pounds.

Thorough knowledge of standard office procedures, practices and equipment.  Comprehensive knowledge and understanding of utility service connection and termination procedures, terminology, billing, collecting and adjustments (including electric, storm water and garbage rates along with applicable taxes).  Ability to understand and follow oral and written directions.  Strong professional verbal and written communication skills with an ability to explain account information clearly.  Ability to establish and follow detailed work procedures.  Must possess basic computer skills and strong typing ability. Must be a team player and possess strong customer service skills.  Strong attention to detail and ability to follow detailed work procedures. Working knowledge of KUA’s Customer Information System (CIS) and possess the ability to assist customers through programs and services offered by KUA. Comprehensive knowledge of utility rules, regulations, policies, and procedures. Maybe required to lift or displace up to 25 pounds.

Graduation from high school or GED.  One (1) year of experience in general office work and customer service required.

Graduation from high school or GED. Three (3) years of experience in customer service utility industry or related industry are required.  Bachelor of Science degree in business, finance or related field is preferred.  

Salary : $25 - $33