CUSTOMER SERVICE REPRESENTATIVE
$16.50
*********************************************************************************************************JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE
PAY RANGE: $16.50 Hourly
HOURS: Flexible schedule: possible nights, weekends, holidays.
POSITION DURATION: 3 months – 1 year
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. 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.
DISTINGUISHING CHARACTERISTICS:
The Customer Accounts and Services Representative is the journey level position performs greater degree of skills and duties, includes, preparing customer correspondence, email, letter and fax, handles outbound dial-er and IVR script management systems, and responds to difficult customer calls.
The incumbent is required to work shift hours and weekends to support the call center after hours and weekend staff.
It is the responsibility of all employees in this classification to report for emergency duty if called. Lacking a bona fide excuse satisfactory to supervision, a second failure to report when called could result in discharge.
EDUCATION:
High school equivalency and two years of customer service experience including working with customer accounts, payment arrangements and debt collection.
LICENSING:
A valid driver license issued by the State of California, Department of Motor Vehicles is required.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
The examples of essential functions listed below are representative but not necessarily exhaustive or descriptive and the incumbent may be assigned other related functions not listed herein if such functions are a logical assignment for the position.
1.Provides efficient and effective customer service, within established standards, in responding to customers in English and Spanish over the telephone, in person, web portal, email, in writing and social media
2.Responds to customer and general public inquiries in English and Spanish; interprets and assists customers with regulations, standards and policies related to providing electric services, programs and other services; verifies customer account and services status; assists in resolving complaints pertaining to power bill and usage, reviews average billing plans and prepares documents for billing investigations as required.
3.Receives requests for electric service by telephone, in person, electronically and postal correspondence; prepares orders to disconnect or restore services and complete service-related changes, such as notifications to install, remove and repair meters.
4.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.
5.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 over payments.
6.Enters customer data, makes data changes, contacts, creates service orders and notifications for field personnel; establishes installment payment plans and extends account due dates.
7.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.
8.Balances and totals cash receipts against computer cash drawer printout and prepares daily summary of cash
9.Assists with disseminating information to customers regarding District campaigns including Energy Assistance Program, REAP, and other District sponsored programs and campaigns.
HOW TO APPLY:
Note: This listing of the job requirements is not all-inclusive. If you’re interested in this position, please pre-register at acmestaffing.com. Also, could you submit your resume to
yuma.az@acmestaffing.com Please mention the title of this position in your email.