Customer Service Specialist (6B.26

At Bear Valley Electric, we work hard to provide our customers, with superior customer service, and safe, reliable, and quality power. We do it each and every day, safely and with confidence. Bear Valley Electric Service has served the Big Bear Valley since 1929. Today, we provide electric power to approximately 24,750 customers. We serve a resort community with a mix of full-time and part-time residents.

These 23,250 residents represent more than 93 percent of our customers. We also serve approximately 1,500 commercial, industrial and public authority customers, including the Bear Mountain and Snow Summit ski resorts. Bear Valley Electric Service has implemented a comprehensive wildfire mitigation program, inserted cutting edge technology into all aspects of its business and operations and is aggressively pursuing a greener energy supply portfolio and a sweeping electrification strategy.

THIS POSITION REQUIRES RESIDENCY IN OUR SERVICE AREA

The Customer Service Specialist assists with the coaching of customer service representatives in all aspects of their jobs to ensure high quality customer service to meet the expectations of customers. As a Customer Service Specialist, the incumbent has direct responsibility of resolving challenging customer billing issues and customer escalations. The incumbent’s role as a Customer Service Specialist is to ensure BVES, Inc.

customer service procedures are accurate, and make recommendations for business process improvements. Key to this position is the ability to perform administrative support of the Company’s Oracle CC&B billing system with attention to detail and effective time management skills under minimal supervision.

The incumbent is accountable for ensuring timely intervention on all customer service procedures and policies. This includes the responsibility to investigate and resolve escalated and complex customer concerns and successful collaboration with internal and external resources. The Specialist is also responsible for embracing new technologies, striving always to produce process improvements and to orchestrate these changes with the team to meet all goals and deadlines.

The Specialist works closely with other BVES, Inc. departmental staff and other people/teams in the General Office to ensure timely and accurate communication transactions. The incumbent is skilled in the ability to be accountable, answer questions, compile supporting data, and find immediate solutions for customer and billing related issues.

• Expert in all aspects of customer service including billing, payments, credit arrangements, adjustments, collections, service requests, customer call backs, rate schedule changes, meter information and field activities
• Resolves customer escalations, as necessary
• Provides support of the Company’s Oracle CC&B billing system to ensure integrity for billing, customer service activities and rate testing
• Troubleshoots and resolves complex customer requests and billing issues
• Works with Supervisor to track resolution of CPUC informal complaints
• Assists Supervisor with audit and reporting functions, as required
• Facilitates core and on-going training and coaching for Customer Service Representatives
• Assists with call-handling quality reviews for Customer Service Representatives
• Performs billing functions such as net/distributed metering, handbills (A4 & A5), mobile homes, cancel/rebills, cash, and report processes
• Oversees CARE program applications to include qualifications, re-qualifications, and random selection
• Assists with alternative payment forms, such as, Automated Clearing House, Electronic Funds Transfer, Check Free and KUBRA
• Performs other duties as assigned
• Works under general direction

• Strong communication, interpersonal abilities and emotional intelligence are needed for managing escalated customer situations
• Demonstrated service leadership skills and accomplishments in encouraging others such as frontline employees to complete tasks
• Energetic and self-motivated team player with ability to work effectively and cooperatively with team members
• Outstanding…