Are you passionate about helping others and ready to make a difference in your community? Join our team as aCustomer Service Representative, where you'll be the voice our customers trust. In this vital role, you'll assist with billing inquiries, service requests, and outage support, all while delivering reliable, friendly service. Were looking for clear communicators, problem-solvers, and team players who thrive in a fast-paced environment. If you're ready to power up your career with a company that keeps the lights on, we want to hear from you!

ESSENTIAL DUTIES AND CORE COMPETENCIES

The Customer Service Representative supports the departments responsibilities by responding to a large variety of electric service related inquiries from residential and business customers and by initiating customer service related transactions. Manages customer phone calls, walk-ins, and electronic online correspondence in a professional, courteous, timely, and non-discriminatory manner. Maintains customer records in accordance with LES policies and procedures and Service Regulations. Sets the tone for incoming and outgoing customer interactions by projecting a positive and professional, customer-focused image of LES. Accesses and interprets customer records accurately. Maintains confidentiality of all customer accounts per privacy laws. Consistent and reliable attendance is an essential function of this position.

Initiates a large variety of residential and business customer service-related transactionsincluding, but not limited to start, stop and transfer service requests, billing adjustments,payments, payment arrangements, outage requests, portal registration and troubleshooting,construction scheduling and other service related transactions.

Provides customers with information on a variety of topics including, but not limited to energy usage, outages and service restoration, billing and rates, account security, payment plans andpayment options, payment assistance education, self-serve offerings, LES program offeringsand other customer service and energy related topics.

Possesses the ability to analyze complex account situations, identify root causes and share

solutions with customers.

Skilled in active listening and empathetic problem solving to address customer concerns andensure satisfaction.

Resolves customer disputes regarding previous payments and other inquiries in a professional and timely manner.

Performs a variety of account maintenance functions which may include processing return mail, documenting accounts for skip tracing, and daily balancing of cash and checks.

Adaptability-Maintains a positive attitude in the face of change; appropriately adjusts behavior and activities to changing conditions.

Communication-Expresses ideas and information in a clear and concise manner whether verbally, written, or other means; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling.

Customer Focus-

Putting customers, both internal and external, at the center of business decisionsin order to identify and respond to current and future customer needs. Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers.

Problem Solving-Solving work-related problems in a logical manner by breaking down large problems into smaller more manageable components.

Teamwork-The ability to effectively interact, cooperate, collaborate, and manage conflicts with other people. Shows enthusiasm toward being a member of the group; actively participates in team meetings and activities; leverages the skills and interests of coworkers to achieve goals and solve problems; supports team decisions.

REQUIRED EDUCATION and/or EXPERIENCE

High school diploma or G.E.D., and

One or more years of working in customer service, or an account maintenance role, or

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.

EEO Minorities/Women/Disabled/Veterans

LINCOLN ELECTRIC SYS

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Customer Service Representative