Contact Center Representative I

Summary

Responsible for interacting with utility customers or their agents, either by telephone or in person, to resolve a variety of questions and concerns regarding electric, water, sewer and sanitation services.

Pay Range: $ 18.00 an hour

Work Schedule: Traditional Monday - Friday, 8:00am - 5:00pm

Essential Duties And Responsibilities

• Resolve utility billing inquiries.
• Connect, disconnect, and transfer services for utility customers.
• Interact with customers on issues regarding late payment of bills for utility services.
• Restore service terminated for non-payment.
• Issue bill adjustment memos.
• Explain various utility programs and services.
• Issue Letters of Credit and Letters of Residency as needed.
  
  

Minimum Qualifications

• High School Diploma or G.E.D
• 2 years related experience
  
  

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Preferred Qualifications

Education/ Experience

• 2-4 years experience with extensive public contact in customer service capacity
  
  

Knowledge, Skills & Abilities

• Sufficient knowledge of Microsoft Office (Word, Outlook, Excel, Lotus)
• Sufficient knowledge of filing methods and records management techniques
• Sufficient knowledge of utility billing practices for electric and water service
• Sufficient knowledge of utility rates, rules and regulations
• Sufficient knowledge of city geography and road network
• Skill in de-escalating stressful situations involving irate customers
• Skill in preparing clear and concise reports and correspondence
• Ability to listen and ascertain the needs of customers
• Ability to deal courteously and diplomatically with the general public
  
  

Licenses and Certifications

• No Licenses/ Certifications required
  
  

Physical Requirements / Work Environment

• The incumbent works in a call center or walk-up customer service environment; occasional noise and other environmental conditions or hazards.