Summary
The customer service representative works in a call center environment. 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 Board of Public Utilities (BPU) 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.
Primary Duties / Responsibilities
- Ensure customer calls/contacts, billing, 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, 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 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.).
- Performs other similar or less skilled work as assigned. Assists employees of a higher classification as assigned.
Education / Experience / Background
- High School diploma or GED
- Some experience in a related position and environment preferred.
Knowledge / Skills / Abilities
- Fine-tuned organizational, interpersonal, and problem solving skills to create positive interactions with customers to include:
- Strong communication (oral and written) and listening skills to understand the customer’s situation and respond effectively by phone, email, in writing, or in person, in a helpful and professional manner.
- Practiced problem solving and critical thinking skills to determine solutions to a customer’s problem resolving issues effectively.
- Ability to communicate escalated questions and or issues to the Lead CSR or Supervisor effectively.
- Demonstrates patience and politeness, especially when interacting with difficult or irate customers.
- Ability to work in a team environment in a cooperative and dependable manner in order to achieve internal customer satisfaction and meet company goals.
- Flexibility - ability to fill-in as needed to cover critical tasks/roles
- Attention to detail in order to follow company processes and Commission rules.
- Integrity – ability to maintain confidentiality of customer information
- 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.
- Proficiency with Google Suite is a plus.
All your information will be kept confidential according to EEO guidelines.
