CUSTOMER SERVICE REPRESENTATIVE/ SR - New Mexico Gas Company - Clovis, NM

Under general supervision, creates quality, value and confidence in the eyes of our customers by providing quality customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs one or more of the following activities: billing, outbound calling, receiving inbound calls, account adjustments, inside credit and collections, cashiering, energy diversion cases, customer counseling of available rate options, counseling of debt payment obligations, service connections and disconnections, new service requests, customer inquiries, dispatching and conflict resolution, which may vary depending on position location

Develops proficiency in the majority of customer service technical transactions and gains a working knowledge of complex customer service transactions. Transactions include but are not limited to: move in, move out and transfer of service, high bill inquiries, emergency orders, statement of account, bill presentation, bank draft, budget billing, lifewatch, medical certificates, agency assistance programs, credit, billing (edits, service order exceptions), miscellaneous adjustments, budget billing, and emergency response

Resolves inquiries and complaints via person-to-person, in the field, telephone or e-mail inquiries in an effective, professional and courteous manner for both customers and internal associates

Reduces revenue losses by implementing existing business practices that apply to bad debt recovery, unbilled meters, enforcing deposit policies, and identification of other areas of potential exposure and maintains statistical information as needed

Successfully completes all training and associated assessments; department standards must be met or exceeded

Provides professional and courteous customer service to effectively resolve various energy consumption inquiries via person-to-person or telephone contacts

Detects, investigates, and collects revenue from energy diversions, as applicable or assigned

Actively manages, preps for and troubleshoots DNPs or may assist in preparation of customer notices, as needed or assigned

May provide on-the-job training or formal training classes on related customer service subjects as directed by management in a limited range of topics and may serve as a specialist in development of customer service training, as applicable or assigned

COMPETENCIES:

Ability to manage difficult or emotional customer situations, while maintaining a professional and courteous demeanor

Ability to respond promptly to customer needs and solicit dialog with customers to improve or exceed customer expectations

Ability to effectively respond to customer requests for service and/or assistance with a sense of urgency

Working knowledge and understanding of all procedures, services offered rate tariffs, rules and regulations, and applicable state and federal regulations covering credit and collection practices and customer billing

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

High school diploma or GED with one to three years of related/applicable experience (e.g. customer service, collections, cashiering, etc.), or equivalent combination of education and/or experience related to the discipline.

CERTIFICATES, LICENSES, REGISTRATIONS:

Depending upon position and/or geographic location, may be required to possess a valid driver's license and meet the acceptable driving record requirements of the Company.

COMMUNICATION SKILLS:

Ability to read and comprehend general instructions, short correspondence, and memos

Ability to write general correspondence

Ability to speak clearly and persuasively in positive or negative situations

Ability to effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization

Ability to effectively listen and get clarification, in order to respond to questions

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

COMPUTER SKILLS:

Ability to use a personal computer, and database software

Ability to gain proficiency in the majority of customer service technical systems; systems include: billing system, automated call dispatching, telephone system email, payroll system, keyboard tools, referral service, emergency order response system, customer service intranet site, and the external Company web site

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to apply customer service understanding to carry out detailed but uninvolved written or oral instructions. Ability to effectively resolve a range of simple to complex problems/issues in various situations.

PHYSICAL DEMANDS:

Regularly required to sit up to 2/3 of the time and communicate effectively with others over the telephone and person-to-person. Good vision and manual dexterity required. Must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

Office/field environment.

CUSTOMER SERVICE REPRESENTATIVE SR

SUMMARY:

Under limited supervision, creates quality, value and confidence in the eyes of our customers by providing quality customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs one or more of the following activities: billing, outbound calling, receiving inbound calls, account adjustments, inside credit and collections, cashiering, energy diversion cases, customer counseling of available rate options, counseling of debt payment obligations, service connections and disconnections, new service requests, customer inquiries, dispatching and conflict resolution, which may vary depending on position location

Fully proficient in all customer service technical transactions. Transactions include but are not limited to: move in, move out and transfer of service, high bill inquiries, emergency orders, statement of account, bill presentation, bank draft, budget billing, lifewatch, medical certificates, agency assistance programs, credit, billing (billing edits, service order exceptions, service order completions, miscellaneous adjustments, budget billing, and emergency response

Resolves inquiries and complaints via person-to-person, in the field, telephone or e-mail inquiries in an effective, professional and courteous manner for both customers and internal associates

Reduces revenue losses by implementing existing business practices that apply to bad debt recovery, unbilled meters, enforcing deposit policies, and identification of other areas of potential exposure and maintains statistical information as needed

Successfully completes all training and assessments; department standards must be met or exceeded

Addresses and skillfully resolves customers energy consumption inquiries via person-to-person or telephone contacts which typically involves the most complex transactions and issues

Detects, investigates, and collects revenue from energy diversions as applicable or assigned

Actively manages, preps for and troubleshoots disconnections for non-payment or may assist in preparation of customer notices, as needed or assigned

Provides professional, courteous and effective customer interactions, which often includes engaging in a wide-range of difficult/challenging customer interactions

Provides on-the-job training or formal training classes on wider-range of related customer service subjects as directed by management and may serve as a specialist in development of customer service training, as applicable or assigned

Coordinates daily work activity or daily customer service activities as directed to assist supervisor

Provides assistance to other customer care employees regarding technical inquiries (person to person or telephone contact)

Assists on special projects, when assigned

COMPETENCIES:

Ability to manage difficult or emotional customer situations, while maintaining a professional and courteous demeanor

Ability to respond promptly to customer needs and solicit dialog with customers to improve or exceed customer expectations

Ability to effectively respond to customer requests for service and/or assistance with a sense of urgency

In-depth knowledge and understanding of all procedures, services offered, all rate classes, billing procedures, service order procedures, credit and collection procedures and practices, collections, bankruptcies, and diversion investigations to include negotiation settlements with customers on appropriate rates, as applicable

Demonstrated ability and/or skill in motivational and leadership competencies

Ability to handle recurring and/or special customer problems that require judgment and creativity

QUALIFICATIONS

MINIMUM EDUCATION AND/OR EXPERIENCE:

High school diploma or GED with three to five years of related experience (e.g. customer service, collections, cashiering, etc.), and the successful completion of any and all required training, or equivalent combination of education and/or experience related to the discipline.

CERTIFICATES, LICENSES, REGISTRATIONS:

Depending upon position and/or geographic location, may be required to possess a valid driver's license and meet the acceptable driving record requirements of the Company.

COMMUNICATION SKILLS:

Ability to read and comprehend complex instructions, short correspondence, and memos

Ability to write complex correspondence

Ability to speak clearly and persuasively in positive or negative situations

Ability to effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization

Ability to effectively listen and get clarification, in order to respond to wide range of questions

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

COMPUTER SKILLS:

Ability to use a personal computer and database software

Proficiency in all customer service technical system; systems include: billing system, automated call dispatching, telephone system, email, payroll system, keyboard tools, referral service, emergency order response system, customer service intranet site, and the external Company website

ANALYSIS AND PROBLEM-SOLVING ABILITY:

Ability to apply an expert customer service understanding to carry out detailed and at times involved written or oral instructions. Ability to effectively resolve problems/issues involving complex issues in wide range situations. Ability to deal with problems involving at times limited concrete variables in standardized situations.

PHYSICAL DEMANDS:

Regularly required to sit up to 2/3 of the time and communicate effectively with others over the telephone and person-to-person. Good vision and manual dexterity required. Must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

Office environment.

SALARY RANGE

CUSTOMER SERVICE REPRESENTATIVE

$11.48/hr - $15.31/hr

CUSTOMER SERVICE REPRESENTATIVE SR

$14.07/hr - $18.76/hr

EQUAL OPPORTUNITY STATEMENT

New Mexico Gas Company is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

DOT STATEMENT

This position performs one or more covered or "safety sensitive" tasks that are regulated by the Department of Transportation (DOT) natural gas pipeline or commercial motor vehicle driver related regulations. Both types of jobs require that all individuals meet specific criteria, training, and pre-employment qualifications as defined by the DOT, which may include physical examinations and/or successful background information as required for the specific job.

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Insurance Sales Representative

nearly every carrier makes you very tough to beat!

Don't EVER allow yourself to become captive to any insurance company. Doing so limits you to selling only products offered by the single insurance company you are contracted with and puts you in the position of working in the best interest of the carrier you are captive to and not your customer.

Do ensure that, whatever arrangement you enter into, you are paid directly from the insurance carriers.

Don't EVER, and we mean NEVER, assign your commissions to any other person or entity outside of your control for any reason, under any circumstances whatsoever!

We are Independent Agents. As an Independent Agent working with us you are paid direct from the carriers.

No assignment of commissions. No vesting period. You own your business from day one.

You are in business for yourself but not by yourself. We offer world class sales training and ongoing support.

Working with us your commissions will be high while your expenses will be low.

You will be given access to online electronic insurance application platforms for nearly every major insurance company.

Want more information? Go to:

epolicypro.com

Click on "The Opportunity"

Please read all 5 opportunity pages. At the bottom of each page there will be a click through link to continue to the next page.

Toward the bottom of the 5th opportunity page click on the link for licensed agents. You will then be taken to a prescreen page. Be sure to follow the instructions found there precisely.

IMPORTANT: Calls are welcome and accepted ONLY from those who complete the prescreen process.

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Customer Service Representative I - City of Goodyear, AZ - Goodyear, AZ

Starting Salary for this position will be: $15.58 per hour

The Customer Service Representative I position has frequent contact with the City's utility customers by phone and through counter duty resolving customer inquiries and/or complaints. This position performs general clerical and accounting functions that applies basic principles of accounting in support of accounting systems for assigned areas of functions such as accounts receivable, cash receipts, and collections.

Work requires knowledge necessary to understand basic operations, technical, or office processes; level of knowledge equivalent to four years of high school or equivalency.

The ideal candidate for this position will be bilingual with utility billing experience, have a high standard of customer service, the ability to manage stressful situations, and deal with difficult customers with tack and diplomacy.

EXAMINATION PROCESS: Only a limited number of the most highly qualified applicants meeting the City's requirements will be invited for an interview. Examination process will include a panel interview.

First Year Objectives:

Customer Service Representative I
12 Month Objectives

1. Read all SOPs for the Customer Service section.

2. Demonstrate proficiency in setting up new utility customer service accounts.

3. Demonstrate proficiency inquiring existing customer accounts.

4. Demonstrate proficiency in daily balancing of payments processed.

5. Identify all training requirements in order to become proficient in the Utility system.

6. Complete all necessary forms and filing on a timely basis.

7. Become familiar in personnel policies and procedures manual.

8. Cross train with Customer Service Advocate to handle duties at the front desk in City Hall lobby as backup.

9. Complete all annual required City training sessions.

EEO Statement:

The City of Goodyear is an Equal Opportunity Employer. Any applicant requiring additional assistance, please contact the Human Resources Department for accommodations. Prior to appointment, selected candidate(s) must pass a motor vehicle record check, criminal history check, and, if necessary for the position, a physical evaluation and/or credit history check. The City of Goodyear supports a drug and alcohol-free workplace.

The Smoke-Free Arizona Act is to protect Arizonans from the harmful effects of second-hand smoke; therefore, the City of Goodyear prohibits smoking in all designated "no smoking" areas, including enclosed areas and areas within 20 feet of the entrances (except for patios). www.smokefreearizona.org (A.R.S. § 36-601.01)

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Employee Service Center Representative (supplemental) Job - Mayo Clinic - Rochester, MN

Job Posting Number: 40925BR
Job Posting Title: Employee Service Center Representative (supplemental)
Job Posting Category: Business Professional
Work Site: MN - Rochester
Department: Human Resources

Job Description
The ESC Call Center representative is responsible for delivering high quality customer service for all types of inquiries and requests. Provide support to employees - Mayo Enterprise-wide (MCR, MCA, MCJ, MHS, GC, MMLNE, Airport) - knowing the policy and benefit differences for each site. Representatives spend 88% of time disseminating information to employees via phone and through electronic messaging. Expected to investigate, resolve, and document each inquiry. Must be able to effectively provide navigational instructions to callers. Makes decisions on how to answer questions by interpreting and weighing information and data from multiple systems and resources. The position is responsible to ensure accurate, consistent and timely delivery of Human Resource (HR) information to all employee types including: retired and active physicians, students, residents, managers and other allied health. The representatives handle inquiries and requests including but not limited to the topics of payroll, benefits, policy, and HR procedures. Must be able to effectively communicate with departments outside of the ESC (i.e. payroll/timekeeping, Service Partners, Staffing Specialists, other HR departments and sites). Expected to answer 82% of customer calls on first contact with the ability to triage all other calls to the appropriate resources. Accountable to summarize and document discussion and outcome of each phone call. Must be able to multi-task and quickly review large amounts of information (policies, databases, scripts) to provide solutions and clarifications to callers. Must be able to interpret customer's pay and benefit information. Representatives assist with the training of new staff by providing peer-to-peer training. Maintain high knowledge of HR functions and processes. Must be competent with several computer systems and software: HR payroll/benefits, applicant tracking, performance review software, Remote Access, Stellant, shorthand, Word, Outlook, Internet Explorer, and Remedy. Must develop and maintain technical expertise and policy/procedure knowledge through interaction with Employee Service Center trainers and generalists. Required to educate users on application processes. Must be able to accurately update HR systems, make critical changes to records and provide information to other sources. Required to participate in ongoing training. Assist with projects and HR Records tasks, if needed. Required to provide recommendations for continuous improvement of call center functions. Required to maintain confidentiality of information.

Basic Qualifications:
Requires associate degree or four years customer service. Call center or telephone customer service experience preferred. Requires computer system experience including windows based applications. Requires strong keyboarding/data entry skills and successful completion of Mayo typing test.

Other Qualifications:
Requires exceptional strong human relation skills, customer orientation, communication and organizational skills. Must have strong analytical skills as they problem-solve each call and must be able to interpret what is being said and what is being read in order to provide correct and accurate information. Must be able to troubleshoot computer issues (i.e. Lawson login, RD30 errors, e-Praisal, CSS, RASS) to decipher user errors and system issues. Requires decision making and judgment capabilities, strong attention to detail and follow-through. Must have the ability to communicate effectively on the phone and in writing. Must be able to handle a variety of tasks simultaneously. Must be adaptable and flexible in a changing environment. Hours may vary and additional time or overtime may be required to meet workload requirements. Incumbents are responsible for education or meetings that may not occur during their normal working hours. Must be willing to remain in the position for a minimum of two years.

License or Certification:

Benefit Eligible: No
Exemption Status: Non-exempt
Hours/Pay Period: varies
Schedule Details: Varies
Weekend Schedule: N/A

Compensation Detail: Non-exempt = Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum pay rate is $16.72 per hour.

Staffing Specialist: Stacy Fuhrman

Company Statement:
Mayo Clinic provides the highest quality patient care by placing the needs of the patient first. You'll discover a culture of teamwork, professionalism and mutual respect — and most importantly, a life-changing career. We invite you to join our diverse team as we provide health, hope and healing to people from all walks of life.

Mayo Clinic is an equal opportunity educator and employer (including veterans and persons with disabilities).

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