Customer Service Representative

Job description

The customer service representative operates on three (3) functional levels, call center (entry-1), front office/bad debt (mid-level-2), and back office/billing (max-level-3).The customer service representative is responsible for providing professional, effective, and efficient customer service for all internal and external customers by using excellent, in-depth knowledge of company policies and procedures and PUC requirements. The call center performs primary customer contact, is responsible to take high volume of customer calls, process customer requests to turn on and off water and make payment plans. The front office/bad debt processes monies to the bank, and processes closed accounts and prepares delinquent accounts for off-site collections. The back office/billing audits high volumes of readings generated by field personnel and bills that have fallen outside specified billing time frames, processes daily orders, miscellaneous items, and ensures all new services are entering into the billing system.

Nature & Scope-Principal Areas of Responsibilities:

·  Ensure customer calls/contacts, billing, collections, field orders, and other customer service functions, are handled effectively, timely, and efficiently in a knowledgeable and positive manner.
·  Receives, investigates and resolves customer calls, emails, complaints and inquiries pertaining to billing, collections, and other customer service functions
·  Responsible to achieve customer service metrics and satisfaction levels.
·  Ensure all service orders are complete and entered into the CIS
·  Assist with routing new development for meter reading and entry into CIS
·  Professionally perform reception and cashiering functions.
·  Process customer payments, prepare daily deposits, maintain cash reports
·  Prepare billing adjustments
·  Efficiently and accurately prepares, updates, maintains and files a variety of customer billing and collections information, service orders, data, reports, and the like.
·  Promotes/explains company initiatives, programs, and processes to customers, and obtains appropriate information from customers (ACH, e-billing, conservation, etc.).

Work is primarily sedentary and requires exertion of up to 10 pounds of force occasionally. Work activities include, but are not limited to, reaching, finger dexterity, talking, hearing, grasping and repetitive motions. The position deals largely with interacting with customers by phone, basic accounting and use of a computer terminal.