Customer Service Representative I

POSITION PURPOSE Provide a brief description as to the primary purpose of this job (no more than three to five sentences).

The customer service representative operates on various functional levels within the call center. Handling a high volume of calls is the top priority while handling back-office functions such as billing, field service processing which entails scheduling and completion, collections, bad debt and cash processing. 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 Delaware regulatory commission requirements.

PRIMARY DUTIES / RESPONSIBILITIES
List essential job functions; describe in terms of actions (verbs) and desired outcomes in order of most important first .

• Ensure customer calls/contacts, billing, collections, cashiering, 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, ebilling, conservation, etc.).

QUALIFICATIONS
List the minimum requirements to be considered for this position.

2 years previous call center, front office, bad debt, back office, and/or billing customer service experience required.
Associate's degree or equivalent from a two-year college or technical school preferred
Regulated Utility or Municipality customer service experience preferred
Experience using CC&B Customer Billing Information System or similar is preferred

Ability to prioritize and manage multiple competing work priorities successfully
Ability to function in the digital world, using computer, laptop, tablet, smart phone devices and software to communicate and perform and record work.
Knowledge of Google platform

Required Certification / Licenses / Training

WORK ENVIRONMENT

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.

Full time/Part time hours? Full - time

Work Week - Mon-Fri

Hours - 8 - 4:30

O.T. Eligible?: no