Contact Center Representative I

Position Summary

Responsible for interacting with utility customers or their agents, primarily in person but also by telephone, email as well as other communication measures, to resolve a variety of questions and concerns regarding electric, water, sewer and sanitation services.

Target Hiring Range: $15.91/hr - $19.25/hr

Essential Job Functions

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 Education & Work Experience High School Diploma or G.E.D 2 year related experience Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.Preferred Knowledge - Abilities & Skills

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 & Certifications No Licenses/Certifications requiredPhysical Tasks & Working ConditionsThe incumbent works in a call center or walk-up customer service environment; occasional noise and other environmental conditions or hazards.CompetenciesModels Organizational Values Customer Service Interpersonal Skills Communication Problem Solving Dependability Adaptability/ Flexibility Productivity Quality Technical Skills Work Environment Safety Teamwork Managing Conflict Negotiation SkillsEmployment Type: FULL_TIME