CUSTOMER ACCOUNT / SERVICES REP TRAINEE
$16.90/hr.
PAY RANGE: $16.90 Hourly
HOURS: Monday – Sunday, Shifts covering 6:00 a.m. – 12:00 a.m. (including holiday nights and weekends)
POSITION DURATION: 3 months – 1 year
NUMBER OF POSITIONS: 1
PRIMARY FUNCTION
Under general supervision, provides efficient and effective customer service to power customers, receives payments, handles customer inquiries, resolves complaints and performs data input related to power payment arrangements and creates connect, disconnect, reconnect and trouble orders. Performs other duties as assigned.
Distinguishing Characteristics
This is the trainee level in the Customer Accounts & Services Representative and works under direct to moderate supervision when interacting with the public over the telephone and/or in person at a customer service window. Progression to the next level will depend on vacant position at the higher level.
The incumbent is required to work shift hours and weekends to support call center afterhours and weekend staff and can be expected to be reassigned to district pay stations, customer service or headquarters offices as required.
The telephone call system is monitored by supervision for quality control, number of telephone calls handled, customer service provided, and posting transactions for accuracy and volume per agent are monitored.
An approximate standard of 45 wpm keyboarding speed applies to this classification.
It is the responsibility of all employees in this classification to report for emergency duty if called. Lacking a bon-a-fide excuse satisfactory to supervision, a second failure to report when called could result in discharge.
Essential Duties and Responsibilities
The examples of essential functions listed below are representative but not necessarily exhaustive or descriptive and incumbent may be assigned other related functions not listed herein if such functions are a logical assignment for the position.
- Provides efficient and effective customer service in English and Spanish, within established standards; interprets and assists customers with regulations, standards and policies related to providing electric
services, programs and other services over the telephone and in person. - Responds to customer and general public inquiries in English and Spanish regarding power accounts; verifies customer account and service status and assists in resolving complaints pertaining to power bills, power usage, reviews average billing plans; makes payment arrangements and prepares documents for billing investigations as required.
- Receives requests for electric service by telephone, in person, electronically and postal correspondence; prepares orders to disconnect or restore services and completes service-related changes, such as notifications to install, remove and repair meters.
- Researches, gathers data and conducts skip tracing; reviews SAP for customer account and credit information; collects delinquent accounts, quotes and enters deposits for delinquent accounts.
- Provides quotes, enters, collects deposits on delinquent bills to reconnect service disconnected for nonpayment; reviews disconnected power accounts to transfer to active status or refund and/or transfer overpayments.
- Enters customer data, makes data changes, contacts, creates service orders and notifications for field personnel; establishes installment payment plans and extends account due dates.
- Receives and posts payments for power, water, water availability, guaranty deposits and miscellaneous expenses; makes payment arrangements within established guidelines and responds to complaints effectively using professional customer service techniques.
- Balances and totals cash receipts against computer cash drawer printout and prepares daily summary of cash collections; prepares and reconciles bank deposits with cash receipts, verifies funds for deposits, and prepares deposit slips for armored guard pickup.
- Assists in the determination and resolution of meter reading discrepancies, researches, recalculates and adjust incorrect billing statements.
- Prepares customer correspondence, email, letter and fax, handles outbound dialer, IVR script management systems and other customer water and power resources; assists with disseminating information to customers regarding District campaigns including Energy Assistance Program, REAP, and other District sponsored programs and campaigns.
MARGINAL DUTIES AND RESPONSIBILITIES
- Assists customer with EZ pay plan, landlord agreements or third-party notification as required.
- Computes electric bills based on kilowatt-hour use as required.
- Reviews reports of unauthorized energy usage from meter readers, power division offices and claims investigation staff and arranges repayment with customers.
- Prepares and generates computer collection letters for mailing; customizes other correspondence sent to customers.
- Exchanges information with public and/or private agencies in order to locate delinquent relocated customers.
- Opens mail and processes return mail for verification of mailing address changes for customers.
- Provides office support in other section and unit areas or works on special projects as needed.
- Assists in training less experience personnel as required.
- Performs other duties as assigned.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Education
High school equivalency and;
Experience
Two years of cashiering experience including one year of telephone customer service experience workingwith customer accounts and negotiating payment arrangements.
Licensing
A valid driver license issued by the State of California, Department of Motor Vehicles is required.
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge
Courteous, effective and efficient customer service techniques, practices and procedures; telephone etiquette; modern office procedures; perform mathematical calculations; personal computer and appropriate business software applications; electronic calculator, copy and fax machines; safe office practices.
Skills/Abilities
Explain billing policies, procedures and business processes clearly and concisely to assure customers understanding; read and interpret documents such as safety rules, customer accounts, work instructions, procedure manuals, records, reports and correspondence; prepare routine narrative and reports of activities; resolve billing and payment issues in a proactive manner; enter, and post data rapidly and accurately; fluency in the English language is required; ability to speak Spanish; make mathematical calculations rapidly and accurately; update computer records; operate computer; calculator, copy and fax machines; calculate figures and amounts such as interests, percentages, and discounts; speak over the telephone effectively, productively, and clearly to customers and employees; respond to questions and deal effectively with irate customers while maintaining emotional control; be prompt and regular in attendance; maintain effective relations with power customers; and work courteously and cooperatively with employees, consumers, agency representatives, and the general public.
Tools and Equipment Used
General office equipment, computer, telephone and head-set, calculator, typewriter, copy machine, fax machine, electronic letter opener, credit card.
Supervisory Responsibilities
None
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee works in a well-lighted office with climatic controlled temperatures.
The noise level in the work environment is usually moderate.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to use hands to fi nger, handle,or feel objects, tools, or controls; sit; talk; hear and listen; the employee occasionally is required to stand,
walk, climb, stoop, kneel, and crouch.
The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Degree of Physical Effort – 2
An employee in this category will be exposed to physical demands requiring strength, coordinating and dexterity only on occasion.
Other Requirements
Applicant must be able to pass a background check and a drug screen.
If you are interested in applying for this position and have the qualifications listed above, please email your resume to elcentro.ca@acmestaffing.com. Put the Job Title in the email subject line. If you have not Pre-Registered with ACME Staffing already go to our Pre-Registration Page and complete the Pre-Registration Form.