Customer Relations Representative B Customer Relations Representative B Duke Energy Hybrid · Ci

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A. DUTIES:

• 1. Using equipment such as: video display terminals, computers, typewriters, calculators, copiers, phones, cashier machines, microfiche, microfilm, and other similar equipment that may be needed in the performance of the employee's assignments.
• 2. Maintaining various customer files such as: applications, agreements, memos, account information cards, credit and service orders, deposits, preliminary service, automatic landlord succession file, microfiche, computer listings, uniform street index, Negative Credit file and other similar files.
• 3. Entering and verifying, within prescribed limits, data pertaining to the customer's amount to the Customer Service System, Uniform Street Index System and related systems.
• 4. Performing investigations and research arid taking necessary measures such as: service application approval, high bill inquiries, courthouse records, the status of new meters sets, the percentage of income plan (pip) eligibility, non-executed and non-pay order and other service and/or billing related matters.
• 5. Handling inquiries and requests concerning billing and accounting matters; resolving high bill inquiries in a manner satisfactory to the customer and the Company; analyzing customer service requirements; explaining electric fuel charges and Purchased gas adjustment charges; effects of weather conditions and general concepts in the pricing of gas and electric service; offering service and conservation advice; explaining the costs of operating various appliances;
  
  promoting the value of service received; re-computing service charges including proration of billing, and all payment plant available.
• 6. Adjusting or making corrections when necessary; providing complete explanations to customers to settle misunderstandings; and handling each case promptly and completely to generate maximum customer satisfaction.
• 7. Explaining and applying Company policies and procedures, all government regulations as they relate to customer billing and service matters.
• 8. Handling all assignments from other departments in such a way as to further enhance our intended customer service standards.
• 9. Compiling data, maintaining records of job activities and preparing reports such as: keeping a daily tally of all new sets and preparing a monthly report, and deposit reports.
• 10. Coordinating and prioritizing the scheduling of work relating to external Customer needs such as: special requests, trouble calls, resumption of service, accepting applications for gas and electric service, temporary electric service and other service orders.
• 11. Analyzing customer's inquiries to determine nature of problems, request or complaint, attitude of customer, proceeding with the investigation and collection of data necessary to respond; conferring with other sections, divisions and departments when involved; preparing a complete reply and documentation; following up as required.
• 12. Initiating contact with external and/or internal sources (i.e. agencies, customers, contractors, landlords, attorneys, and other departments), to handle matters such as: collections, billings, special reads and service orders.
• 13. Performing mathematical calculations and comparisons in accordance with established procedures designated by job assignment, either manually or computer-aided, to balance accounts receivable; calculate deposits, bills, reads and consumptions, or terms of a payment plan; or other similar functions.
• 14. Assisting in the review, revision, and preparation of office procedures and job training programs.
• 15. Training other employees in this and lower classifications.
• 16. Assisting in the duties of higher classifications for training purposes.
• 17. Performing other similar or less skilled work.

B.

QUALIFICATIONS:

• 1. Must have all the…