Customer Service Representative

Enterprise Solutions Consulting, LLC • Webster, NY • 5h ago

ESC PARTNERS LLCCUSTOMER SERVICE REPRESENTATIVE Salary Range: $35,000 to $52,000Location: Rochester, New YorkReports To: Customer Services SupervisorUnder general supervision, interacts directly with utility customers over the telephone regarding requests for utility services; action taken will be in compliance with policies, procedures, tariff rules and rates; performs clerical and accounting duties of intermediate difficulty requiring analysis and use of judgment; investigates complaints and problems and performs other related duties as required. Customer Service Representatives provide customer service and assistance regarding utility service and/or billing transactions by telephone. These positions require effective communication skills, knowledge of utility procedures and programs, ability to work with numbers, operate office machines such as a computer, calculator, adding machine, data entry terminal, as well as an investigative aptitude to follow a problem from its inception to solution. There are three levels of this classification starting with entry level CSR 3, fully qualified CSR2 and Lead or Journeyman CSR1. CSR 1 can supervise up to 3 CSR2's and or CSR3's. CSR 2 and CSR3 positions are non-supervisory positions. JOB RESPONSIBILITIES Provide customer service and utility information to customers of client utilities in compliance with utility tariffs. This includes preparing service orders to have electric service placed in a customer's name (TUON); turning service off (TOFF); explaining credit and collection policies and procedures, making payment arrangements (requires supervisory approval); receiving and returning trouble calls such as NO LIGHTS, FLICKERING LIGHTS, CAR HIT POLE, LINE DOWN, LOW VOLTAGE, etc. Enter customer information into our customer information system and into the customer billing system. Maintain confidentiality of customer and utility information at all times. Responds to heavy telephone contact with utility customers to obtain or give information of an straightforward nature but require a more thorough knowledge of procedures where the consequence of error is more significant. Processes utility bills, maintains records of customer accounts for ready access, investigates and resolves customer utility bill complaints, recommends adjustments to customer accounts, prepare duplicate bills, all according to standard procedures. Answer utility customer correspondence in connection with bills or accounting procedures and follow up on delinquent closing bills, all according to standard operating procedures, but occasionally requires use of individual judgment. Perform utility customer accounting functions including setting up customer accounts using the customer information system and the customer billing system. Process transactions including input of customer payments, billing and crediting of deposits, and input of billing adjustments approved by management. Perform cashiering functions including receiving payments, balance receipts, prepare bank deposits, make bank deposits, and enter daily receipts into database, software. Perform new business activities including the requests for the installation of new electric meters. The process includes recordation of meter inspections, issuance of meter orders and reconciliation of meter order records. Ensure customer satisfaction, set realistic customer expectations, solve customer problems, meet commitments to customers, seek out customer input, and respond to internal customers. Good listening skills, build strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback, and handles constructive criticism. Attentive to detail and accuracy, committed to excellence, look for improvements continuously, monitor quality levels, find root cause of quality problems, owns/act on quality problems. Compile special reports which are usually only variations of standard reports and involve familiar information. Perform rel

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