Contact Center Representative I (Call Center)
- Benefits offered are subject to change and differ based on employment type Summary Responsible for interacting with utility customers or their agents, either by telephone or in person, to resolve a variety of questions and concerns regarding electric, water, sewer and sanitation services. Essential Duties and Responsibilities
- Resolve utility billing inquiries.
- Connect, disconnect, and transfer services for utility customers.
- Interact with customers on issues regarding late payment of bills for utility services.
- Restore service terminated for non-payment.
- Issue bill adjustment memos.
- Explain various utility programs and services.
- Issue Letters of Credit and Letters of Residency as needed.
- High School Diploma or G.E.D
- 2 year related experience
- 2-4 years experience with extensive public contact in customer service capacity
- Sufficient knowledge of Microsoft Office (Word, Outlook, Excel, Lotus)
- Sufficient knowledge of filing methods and records management techniques
- Sufficient knowledge of utility billing practices for electric and water service
- Sufficient knowledge of utility rates, rules and regulations
- Sufficient knowledge of city geography and road network
- Skill in de-escalating stressful situations involving irate customers
- Skill in preparing clear and concise reports and correspondence
- Ability to listen and ascertain the needs of customers
- Ability to deal courteously and diplomatically with the general public
- No Licenses/ Certifications required
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