Customer Service Representative - Temporary

Customer Service Representative - Temporary

Location:

625 HASTINGS AVE, Holland, MI, 49423, United States

Base Pay: $45,200.00 - $55,900.00 / Year

Employee Type:
Temporary

Reports to:

Customer Service Manager

This position is responsible for serving customers and maintaining customer accounts.

• Respond to customer inquiries and requests for service.
• Explain and answer questions on utility bills and rate schedules via all communication platforms (face‑to‑face, telephone, email, online, etc.).
• Perform data entry for utility billing, deposit accounting and rate calculations.
• Perform customer utility usage analysis.
• Process service orders.
• Receive and process payments made on BPW invoices.
• Balance cash drawer.
• Perform credit and collection activities.
• Understand and utilize customer‑based software systems including, but not limited to:
  • Customer Information System
  • Residential Customer Portal
  • Business Customer Portal
  • Credit Card Processing
  • Customer Screening Tools
  • Electronic Service Order System
  • AMI/MDM Systems to verify customer data and perform remote actions.
• Direct general BPW calls to appropriate departments when necessary.
• Promote favorable public image and maintain a professional and positive attitude.
• Assist Customer Programs Coordinators as needed.
• Perform all other tasks as assigned.

• High school diploma or equivalent.
• Effective workplace mathematical and information locating skills as demonstrated through Work Keys assessment (Applied Math – 3, Graphic Literacy ‑
  4).
• Excellent telephone and interpersonal skills.
• Ability to deal effectively and respectfully with the general public and coworkers.
• Working knowledge of Microsoft Word and Excel.
• Ability to work under pressure.
• 10‑key pad experience and ability to enter data quickly and accurately.

• Associate degree or equivalent education and experience.
• Strong workplace skills as demonstrated through Work Keys assessments (Applied Math – 5, Graphic Literacy – 5, Workplace Documents –
  5).
• Prior utility customer service experience (electric, cable, telecom, refuse).

• Normal office environment with minimum discomfort due to noise, dirt and dust.
• Must be able to sit for long periods of time.
• Mental ability to frequently handle pressures related to working on multiple projects requiring attention to detail.
• Must be able to work after hours for emergency situations.