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.

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.

Hourly Rate $15.54 - 19.25

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.