Uses established procedures to assist customers by phone and/or occasionally in person with general inquiries, payment options, customer service programs and billing questions.
DUTIES
1.Provides customers with adequate and accurate information concerning the status of their account, collection procedures, policies, billing cycles, installment plans, how to read meters and identify problems.
2.Clarifies and handles all customer inquiries in a courteous manner to maintain and encourage customer goodwill, while promoting a positive image of Huntsville Utilities, which can include difficult or irate customers.
3.Maintains complete and accurate records for all customer transactions.
4.Determines when adjustments or back billing may be necessary and forwards all information to appropriate personnel.
5.Completes a variety of daily reports assigned to the section.
6.Promotes various customer services programs and options available to fit the customers needs.
7.Keeps informed and updated on operating procedures and rate changes for all departments including; Electric Operations, Gas Operations, Water Operations, Electric Engineering and Dispatch.
8.Monitors software to ensure proper staffing of phones (CIC ONLY)
9.May assist on high call volume days with overflow of Service related calls.
10.Performs additional duties as assigned.
QUALIFICATIONS
Education/Training/Certifications: High school graduate or equivalent required.
Experience/Skills: One (1) year of customer service experience and excellent verbal communication skills required. Call center experience preferred. Knowledge of utility customer service programs and systems such as SAP-IC Web and basic accounting knowledge preferred.
Equipment: Personal computer (data entry), calculator, telephone, fax machine, copier. Working knowledge of Microsoft Office (Word, Excel, and Outlook).
Physical Demands/Environmental Conditions: Ability to make timely decisions and work at a fast pace due to heavy customer load. Sedentary, routine and repetitive clerical tasks in office environment; sometimes stressful.
Other: Ability to use discretion within defined limits and able to interface with all customers required, including difficult or irate customers. Subject to recall during emergencies and required to work rotating shifts which vary from 7:00 a.m. to 7:00 p.m.
This job description is only intended to reflect the general nature and duties of the position and may not include all functions. Since jobs tend to change over time, duties may be added or deleted as necessary without a formal update of the job description.
An Equal Opportunity Employer (EOE)
1.Provides customers with adequate and accurate information concerning the status of their account, collection procedures, policies, billing cycles, installment plans, how to read meters and identify problems.
2.Clarifies and handles all customer inquiries in a courteous manner to maintain and encourage customer goodwill, while promoting a positive image of Huntsville Utilities, which can include difficult or irate customers.
3.Maintains complete and accurate records for all customer transactions.
4.Determines when adjustments or back billing may be necessary and forwards all information to appropriate personnel.
5.Completes a variety of daily reports assigned to the section.
6.Promotes various customer services programs and options available to fit the customers needs.
7.Keeps informed and updated on operating procedures and rate changes for all departments including; Electric Operations, Gas Operations, Water Operations, Electric Engineering and Dispatch.
8.Monitors software to ensure proper staffing of phones (CIC ONLY)
9.May assist on high call volume days with overflow of Service related calls.
10.Performs additional duties as assigned.
EmoticonEmoticon