Lead Utility CIS Representative

Summary

Responsible leading day-to-day tasks of Utility CIS Representatives and Collections staff to ensure appropriate management of customer commercial account information and collection practices to deliver effective service to customers while securing efficient debt collection practices.

depending on qualifications and experience

• Provide leadership to Utility CIS Representatives in the commercial accounts and collections divisions.
• Monitor and review procedures to ensure best practice methods are being utilized to provide superior customer service and expedite timely resolutions.
• Resolve escalated customer issues.
• Monitor customer account records and service orders created by staff to ensure accuracy.
• Maintain weekly attendance reports and timesheets for all department staff.
• May explain and calculate residential and commercial rates.
• May dispatch utility connect/re-connect information to field personnel.
• May mail out meter test results to customers who request a test of their electric and water meters.
• May prepare the Cut Off list for field personnel.
• May assume division responsibilities in the absence of the supervisor.

• High School Diploma or General Equivalency Diploma (GED)
• 4 years related experience

Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

Education/

Experience:

• Six months of advanced study
• 4-6 years experience in utility collections, customer service or related field

• Sufficient knowledge in general customer service practices and procedures
• Sufficient knowledge of utility operations and rate structures
• Sufficient knowledge of common collection practices
• Skill in general computer operations (Microsoft Excel and Word)
• Skill in using CIS software
• Ability to resolve complex customer issues
• Ability to effectively communicate with both internal and external customers

• No Licenses/ Certifications required

The incumbent works in an office environment with occasional noise and other environmental conditions or hazards.