Customer Service Representative

Company Name: Clatskanie People's Utility District
Phone Number: (503) 308-4596
City: Clatskanie
State/Provence: Oregon
Zip: 97016
Job Title: Customer Service Representative
Number of Openings: 1
Position Type: Administrative / Clerical Support
Posting Start Date: December 8, 2017
Salary: Based on IBEW contract
Salary Per: Per Hour
Work Time: 40
Work Time Type: Hours
Duties:

Clatskanie People’s Utility District is seeking a full-time Customer Service Representative

What does a Customer Service Representative do?

A customer service representative, or CSR, acts as a liaison for our customer/owners. They provide services information, answer questions, and resolve emerging problems that our customers might have encountered. They perform high quality work, with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic and passionately communicative. They love to talk, but more importantly, they are excellent listeners. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Problem solving comes naturally to customer care specialists. They are confident at troubleshooting, and investigate if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

 

ESSENTIAL FUNCTIONS – Duties may include, but are not limitEd to:

  • Provides excellent customer service and acts as liaison with existing and future customers regarding utility services. Answers billing and credit inquiries and makes referrals to the appropriate department or person. Serves customers in a friendly, courteous manner and treats them with respect and dignity.

  • Maintains regular and on-time attendance. Performs related duties and responsibilities as required.

  • Supports and presents a positive attitude for all directives and decisions of the District and leaders. Actively follows District policies. Shares appropriate knowledge and represents the District in a professional manner while maintaining confidentiality.

  • Collaborates effectively with peers and other staff. Fosters and supports collaboration amongst co-workers, staff members, and teams to ensure effective and efficient achievement of goals and objectives.Provides friendly office reception in person at the front lobby counter. Answers questions and takes messages. Receives and accurately handles utility payments, posts payments, and balances cash drawer daily. Prepares deposits and cash-related reports. Maintains a petty cash fund.

  • Processes customer service requests for connections, disconnections, meter investigations, new meter installations, trouble calls, and changes to services. Prepares and distributes service orders.

  • Assesses customer accounts for immediate and long term account solutions; including payment arrangements, budget payment plan, and other appropriate referrals. Prepares adjustments for fees. Research and compiles account histories of meter usage, past service calls, and similar information to assist in resolving disputed billing or service maintenance inquiries.

  • Communicates effectively about rate schedules, service policies, budget payment program, landlord policy, and conservation programs.

  • Loads reading route information to the handheld equipment for meter readers. Completes the monthly billing process quickly and accurately.

  • Prepares notices of past due accounts and shut-off orders for servicemen. Contacts customers regarding past due amounts and makes payment arrangements on balances owed when necessary.

  • Maintains appropriate behavior, appearance and effort. Maintains strict confidentiality of information received regarding customers and their accounts.

  • Special projects as assigned by the Customer Relations & Services Manager.

  • Most importantly, consistently ensure the best customer service experience possible by providing a high level of friendly, accurate, and efficient service to all customers, District contacts, and staff.

ADDITIONAL FUNCTIONS:

  • Orders office supplies.

  • Provides organizational support for all District departments as may relate to customer service, or as able to assist with clerical and administrative service support.

  • Demonstrate effective decision making in areas of responsibility.

  • Interacts successfully and works effectively while displaying professionalism, a cooperative attitude, open communication, and respect with all levels within the organization, outside agencies, consultants, customers, and the general public.

  • Support and comply with safety leadership and all safety programs within the District.

  • Attend meetings, conference calls, committee meetings, trainings, and other business meetings as required or necessary.

  • Perform other related duties as assigned for which he or she is qualified, and all other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

  • Demonstrate excellent verbal and written communication skills. Must have developed English language skills to be able to read and write emails, letters, periodicals, journals, and technical manuals. However, additional language skills are welcomed. Communication and interpersonal skills to interface with team members and customers in a fashion that promotes positive customer relations.

  • Is adaptable to new systems, methods, and process changes and has strong problem solving skills as related to billing and customer care.

  • Good reasoning and judgment to maintain confidential information and know when and when not to share information.

  • Ability to receive guidance and supervision, follow work rules, safety practices, work procedures, and meet punctuality and attendance standards. Complete assignments in an appropriate time period.

  • Demonstrated ability to operate personal computers, adding machine, fax, copy machines, applicable software (such as MS Word, Excel, Outlook, etc.), and office and network equipment. Additional knowledge of utility billing software and internet software is preferred.

  • Requires mathematical development sufficient to be able to use practical applications of fractions, percentages, and other math skills normally required when working in a customer service environment (billing, payment collection, averaging bills, invoices, etc.).

  • Ability to apply common sense and rational thinking to solve practical problems and to comprehend and follow instructions while working independently with limited supervision. Demonstrates outstanding organizational skills and attention to detail, and works well with a diverse group of people,

  • Must be accurate in handling cash and able to balance a cash drawer consistently. Type at least 40 wpm and 10-key accurately.

  • Understands how a meter is read and how the information is imported and exported through the District’s system.

  • Basic knowledge of local, state, and national laws relating to electric utility accounts (such as, shut-off non-payments, confidentiality, medical waivers, rental agreements).

  • Ability to remain alert to danger to one’s self, to other workers and to the general public. Able to respond well to stressful situations that require multitasking and/or an occasional disgruntled customer.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. A physical examination performed by a licensed physician may be required prior to final award of the position.

  • Occasionally required to push, pull, lift, and carry. Able to lift up to 10 lbs. continuously and occasionally lifts and carries packages, supplies, or equipment weighing up to 30 lbs.

  • Possesses finger dexterity to operate office machines, including personal computer, laptop computer, calculator, copier, and multi-line telephone. Hand-eye coordination is requisite to the operation of computers and other electronic office equipment. Hearing and speech must be adequate to communicate with other employees, personnel from outside agencies and commissions, and the general public, in person and on the telephone in the regular course of business. In addition, one must be able to hear radio frequencies.

  • Mental capacity to understand, analyze, and communicate complicated materials specific to the area of Customer Service. Possess visual abilities necessary to discern images on computer screen and operate a motor vehicle.

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the job duties and responsibilities of this job.

  • Work will normally be performed in an office setting with extended periods of sitting and/or standing, and extended periods of time working at a computer station. Must be able to work long hours in stressful conditions during storms, power outages, or project deadlines.

  • The required dress is that of a professional that is presentable to the public and appropriate for the position. Personal hygiene should be appropriate for an office environment that is shared by many.

  • Occasional exposure to all weather conditions with related road conditions when working in the field, warehouse, getting the mail, running an errand or traveling may be encountered, as well as a full range of other outside elements and terrain.

 

Experience Required:

Minimum Qualifications & Preferences

  • High school diploma, GED, or District approved equivalent. Two years customer service and cash handling experience, preferably with a background in utility work. Preference may also be given to those with a Bachelor’s Degree or higher education relevant to the requirements of the position.

  • Excellent verbal and written communication, ability to work well with a variety of people and a variety of tasks while assessing priorities and balancing workflow. Proficient in computer applications of spreadsheets and word processing. Must be able to work in a variety of indoor environments for extended periods of time and moderate physical requirements out in the field.

  • Possess and maintain a valid driver’s license. Driving record must be acceptable and insurable by District’s insurance carrier by standard group rates.

** NOTE: Complete achievement of some of the above specifications may not be required if, in the opinion of the Clatskanie PUD hiring supervisor, a particular candidate possesses significant offsetting characteristics, such as past accomplishments, experience, education, or estimate of future potential. Should an applicant be deficient in certain educational achievements, offsetting experience may be substituted or vice versa.

The above items are not intended to be all inclusive of essential functions or requirements for this type of work as they are subject to change based on operating necessity of the utility. Clatskanie People’s Utility District reserves the right to revise or change position titles, position duties, and/or responsibilities at any time. This position description does not constitute a written or implied contract of employment.

 

How to Apply:

Submit completed application, resume, and cover letter to: Human Resources, PO Box 216, Clatskanie, OR 97016, fax 503-308-4884, or email hr@clatskaniepud.com. This position remains open until 5:00 pm, December 29, 2017. If you have questions or need additional information, please contact Sarah Johnson or Lynn Donner at 503-728-2163 or visit the District’s website at clatskaniepud.com

*Clatskanie PUD is an equal employment opportunity employer, following all federal and state employment laws required. CLATSKANIE PUD WILL MAKE REASONABLE ACCOMMODATIONS FOR THOSE COVERED BY THE AMERICANS WITH DISABILITIES ACT. Veterans will receive hiring preference. 

Posting End Date: December 29, 2017