(Limited Term Appointment)
Rochester Public Utilities
RPU, a division of the City of Rochester, MN, is the largest municipal utility in the State of Minnesota. RPU consists of 200 employees and serves over 50,000 electric customers and over 38,000 water customers in a 57 square mile service area, with revenues nearing $150 million annually.
Vision- “We Will Set the Standard for Service”
Our vision is based on six core values which are Safety, Integrity, Service, Stewardship, Accountability, and Skill.
www.rpu.org
Nature of Work The Customer Relations department is located in the main lobby of the Rochester Public Utilities Service Center and members of this team are the first point of contact representing RPU by exhibiting a friendly and professional attitude at all times. Individuals in this position respond to in-person, telephone and online customer inquiries, process payments, resolve billing and credit issues, and identify additional customer needs. This includes performing simple accounting, cash handling and credit/debit card processing.
Employees in this position will be required to handle emotional and highly confrontational responses from others while maintaining a calm and objective demeanor. Customer Relations Representatives work in a fast paced environment, handling a high volume of various customer transactions each day.
Limited Term Appointment :
This is a limited-term position through December 31, 2017, and is contingent upon the availability of allocated funds, as well as favorable performance by the incumbent. At the end of 2017, the position will be eliminated unless RPU chooses ongoing continuation.
2016 Starting Rate of Pay:
$22.56/hour with advancement to $28.80/hour after 4 years
DUTIES AND RESPONSIBILITIES:
The work below is representative of the scope of work performed within this job classification. Individual job duties will vary based on work assignment or location.
*Respond to utility customer service inquiries, problems, and complaints.
- Process applications for utility service and field requests in a timely manner.
- Establish utility service for new construction accounts.
- Explain standard billing, credit and collection procedures to utility customers.
- Provide customers with optional service information and energy management options.
*Create, maintain and evaluate customer account management process.
- Monitor customer accounts for payment delinquencies.
- Provide, establish and maintain customer optional pay plans.
- Analyze customer credit history to determine deposit requirements.
- Review customer accounts with irregular consumption patterns to determine if further action is necessary.
*Perform cash management functions.
- Process customer payments and prepare batch for daily bank deposit.
- Balance payments posted on customers’ accounts and reconcile accounts receivable.
Participate in the creation and promotion of new products/services and prepare promotional materials.
Perform other duties as assigned or necessary.
*ESSENTIAL JOB FUNCTIONS
MINIMUM QUALIFICATIONS:
Education and Experience
High school diploma or equivalent GED,
AND
A minimum of two (2) years’ experience providing professional level customer service in a high volume call center environment, responding to customer inquiries or needs, processing payments, and resolving billing and credit issues; demonstrated proficiency using Microsoft Office applications; strong organizational skills and self-motivation, with the ability to exercise independent judgment; and communication skills necessary to interact effectively with employees, departments, management, and the general public.
Licenses and/or Certifications
Valid driver’s license
Desirable Qualifications
Post-secondary education in business, finance, accounting, communications or related field. Preferred candidates will have additional training and experience interacting with a highly diverse customer population; ability to proficiently speak additional languages utilizing both oral and written communications.
ADDITIONAL INFORMATION:
KNOWLEDGE, SKILLS, AND ABILITIES:
Knowledge of: office methods and procedures, telephone techniques and office equipment; and English, math, spelling, punctuation, sentence structure and grammar.
Skill in: maintaining cooperative working relationships; operating multi-line telephone system.
Ability to: learn and apply SAP CCS/CRM & other specialized tools specifically related to this position; exercise good judgment in analyzing transactions and determining appropriate actions; listen and respond quickly and courteously to customers’ requests; meet and communicate with customers in a tactful, efficient manner either in person or over the telephone or by correspondence; enter account data into computer with accuracy; maintain composure in stressful situations; maintain confidentiality; foster and inspire teamwork; understand the business of RPU, maintain and expand knowledge of relevant utility industry issues; and operate cash register and/or cashiering software.
PHYSICAL AND ENVIRONMENTAL CRITERIA
In compliance with the Americans with Disabilities Act, the following represents the physical and environmental demands for this position. The employee must be able to perform the essential functions with or without accommodation.
In consideration of the overall amount of physical effort required to perform this position, the work is best described as Sedentary Work : Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Movements such as stooping, kneeling, crouching or bending are rarely required. Reaching overhead or in front of body is sometimes required.
Simultaneous and repetitive use of the hand, wrist, and fingers is often required.
Excellent sensory skills (sight, hearing, speech), are essential, as well as ability to communicate effectively.
The majority of the workday is spent indoors viewing a computer screen.
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