Customer Service Representative

Job Summary:

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 action.
• 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.

• Bilingual:
  English/Spanish is preferred.
• 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.

Employment will be contingent upon favorable results of a background check, pre-employment physical and drug screening.

Given our safety-sensitive industry, our workplace is alcohol and drug free (including marijuana and THC items).

• This job description is intended to describe the general nature and level of work being performed by a person assigned to this position. It is not to be construed as an exhaustive list of all job duties assigned to or required of this position.