Representative I, Customer Service

Purpose

Our Customer Service Representatives provide professional and prompt in-person and telephone service to our customers by responding to all incoming customer inquiries regarding emergency calls, service connects/disconnects, new service installations, rates, billing and payment inquiries. In this role, you will act as a liaison between the customer, field personnel and office staff, identifying complex meter and billing issues, resolving issues related to customer payment inquires, providing information on company products and programs offered while ensuring the highest level of customer service satisfaction.

Accountabilities

• Our Customer Service Representatives are responsible for ensuring a smooth flow of information between all departments, provide office support, post payments, perform collections operations, assist customer walk-ins, travel to various company sites when needed and work additional hours when company emergencies occur
• Candidates must have strong communication skills and be able to effectively convey emergency and policy information to our customers and have the ability to research and analyze results with our internal and external customers relating to office, field operations, accounting matters with prioritizing situations as they arise on a daily basis
• Responsible for work outside of normal work schedule for storm assignments when necessary

Education and Experience

• High School Diploma or GED required. Associate degree preferred.
• Two years’ experience working in a customer service environment handling incoming/outgoing calls required. Utility experience or experience working in a call center environment a plus!
• Knowledge of computer systems and Microsoft Office (Excel & Word) required. Experience with accounting or billing software a plus. 
• Flexible working shifts and additional hours when required.
• Travel to various company locations and driver’s license required.
• Demonstrated ability to effectively communicate with customers in a fast-paced environment while developing positive customer relations, anticipating, identifying and responding to customer needs required.
• Excellent written and verbal communication skills required.
• Ability to set priorities, plan and coordinate work activities to accomplish work objectives.
• Pass company Customer Service Training
• Pass all drug testing requirements 
• Speaking French would be considered an asset

Starting wage is $20.18 per hour, with structured raises at 6 months, 12 months, and 24 months, along with annual merit raises and bonuses.