Customer Service Representative

Salary

Range 30, ($34.14 - $41.49/hour)

Regular, Full-Time, Non-Exempt Position

Regular, Full-Time Employee Benefits

4 x 10, Monday through Thursday

Customer Service Manager

A Customer Service Representative plays a key role in Emerald “PUD” commitment to being a customer partner. The role is responsible for identifying and evaluating each customer’s needs and determining what is necessary to meet their expectations. This includes assisting external customers with questions regarding payments, billing history, starting or stopping service, disconnected power, and power outages. The position works with multiple departments, employees, and customers on a daily basis and requires the ability to multi-task, collaborate, manage time well, and communicate effectively.

These functions ensure all tasks are completed accurately and efficiently, accurate bills are generated, and customer requests are resolved in a timely manner.

• Customer Service and Communication – Provide exceptional service to both internal and external customers on a daily basis to ensure expectations are met or exceeded. Listen, empathize, and adjust communication to fit customers’ needs. Identify reasonable solutions that work well for both the customer and the utility. Communicate in a friendly and professional manner. Utilize patience and understanding when working with angry or upset customers to deescalate and resolve their grievances.
  
  Look for opportunities to enhance the customer experience and help build Emerald’s brand as a trusted advisor and provider of choice.
• Customer Support – Assist customers with making cash, check, and credit card payments and opening and closing accounts on a daily basis. Address customer inquiries on service policies, high bill inquiries, deposits, and billing requirements on a regular basis. Process adjustments, transfers, collections, bankruptcies, and returned checks as needed. Complete transactions accurately and timely to ensure accurate billing statements. Communicate billing and payment options to meet individual customer needs.
  
  Establish effective payment arrangements on past‑due bills and educate customers on energy assistance programs to prevent disconnection of service. Receive, answer, and resolve customer questions and concerns regarding power outages.
• Work Management – Balance the flow of incoming calls, tasks, and projects every day by managing time effectively and efficiently. Embrace the culture of empowerment by using sound judgment, thoroughly reviewing and analyzing problems, making reasonable recommendations, and developing alternate solutions when necessary. Work independently, take ownership of assignments, and follow through to ensure projects and tasks are completed on time and in a thorough manner.
  
  Take initiative to solve problems and explore opportunities to increase efficiencies.
• Team Contribution – Constructive, collaborative, and effective communication with other team members is crucial in meeting department expectations and goals. Provide support to other members by completing assigned tasks on time, communicating and adjusting priorities to meet department needs, and looking for opportunities to help others. Utilize standard processes and tools to ensure efficient operations across the department. Cooperate and keep an open mind when working with others and focus on developing a strong working relationship with coworkers.
• Computer and Technology Use – Utilize computer systems and programs to gather and analyze data on a regular basis. Help generate meaningful information to assist with decision making, increase efficiency, and maximize productivity. Be receptive to opportunities and changes involving new technologies and procedures.
• Perform other duties as assigned related to the job.

• Establish and maintain effective customer relations and respond to customers in a professional manner.
• Communicate effectively in person and by phone.
• Adhere to the strictest standards of confidentiality.
• Pay close attention to details and process transactions accurately.
• Exercise efficient time…