Customer Relations Representative B

Important Application Submission Information

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A. DUTIES:

Under directive supervision, on various work schedules, handles billing inquiries, service orders, trouble calls and related matters from customers and other sources by telephone or premise and by mail; handles customer business matters in a warm, friendly, conscientious and tactful manner to develop and promote the highest possible degree of customer relations; performing such duties as:

1.Using equipment such as: video display terminals, computers, typewriters, calculators, copiers, phones, cashier machines, microfiche, microfilm, and other similar equipment that may be needed in the performance of the employee's assignments.

2. Maintaining various customer files such as: applications, agreements, memos, account information cards, credit and service orders, deposits, preliminary service, automatic landlord succession file, microfiche, computer listings, uniform street index, Negative Credit file and other similar files.

3.Entering and verifying, within prescribed limits, data pertaining to the customer's amount to the Customer Service System, Uniform Street Index System and related systems.

4. Performing investigations and research arid taking necessary measures such as: service application approval, high bill inquiries, courthouse records, the status of new meters sets, the percentage of income plan (pip) eligibility, non-executed and non-pay order and other service and/or billing related matters.

5. Handling inquiries and requests concerning billing and accounting matters; resolving high bill inquiries in a manner satisfactory to the customer and the Company; analyzing customer service requirements; explaining electric fuel charges and Purchased gas adjustment charges; effects of weather conditions and general concepts in the pricing of gas and electric service; offering service and conservation advice; explaining the costs of operating various appliances; promoting the value of service received; re-computing service charges including proration of billing, and all payment plant available.

6. Adjusting or making corrections when necessary; providing complete explanations to customers to settle misunderstandings; and handling each case promptly and completely to generate maximum customer satisfaction.

7. Explaining and applying Company policies and procedures, all government regulations as they relate to customer billing and service matters.

8.Handling all assignments from other departments in such a way as to further enhance our intended customer service standards.

9.Compiling data, maintaining records of job activities and preparing reports such as: keeping a daily tally of all new sets and preparing a monthly report, and deposit reports.

10.Coordinating and prioritizing the scheduling of work relating to external Customer needs such as: special requests, trouble calls, resumption of service, accepting applications for gas and electric service, temporary electric service and other service orders.

11. Analyzing customer's inquiries to determine nature of problems, request or complaint, attitude of customer, proceeding with the investigation and collection of data necessary to respond; conferring with other sections, divisions and departments when involved; preparing a complete reply and documentation; following up as required.

12.Initiating contact with external and/or internal sources (i.e. agencies, customers, contractors, landlords, attorneys, and other departments), to handle matters such as: collections, billings, special reads and service orders.

13.Performing mathematical calculations and comparisons in accordance with established procedures designated by job assignment, either manually or computer-aided, to balance accounts receivable; calculate deposits, bills, reads and consumptions, or terms of a payment plan; or other similar functions.

14.Assisting in the review, revision, and preparation of office procedures and job training programs.

15.Training other employees in this and lower classifications.

16.Assisting in the duties of higher classifications for training purposes.

17.Performing other similar or less skilled work.

B. QUALIFICATIONS:

Must meet the Company's requirements as to GENERAL QUALIFICATIONS; and, in addition:

1.Must have all the qualifications and have successfully performed the duties required in your current job assignment that is within Customer Relations at the same job level for a period of one (1) year, or as a Customer Relations Representative "C" or as a Customer Relations Clerk "C" for a period of one and one-half (1 1/2) years, or the equivalent.

2.Must have demonstrated the capacity for additional personal development and be willing to accept study assignments pertaining to the general field of customer relations.

3.Must have successfully completed the required core training classes needed to enter this job classification.

4.Must be able to operate the needed equipment for this job classification.

5.Must be able to interact with external and/or internal customers in a pleasant, courteous, and tactful manner, and demonstrate the ability for handling personal contact with customers in a way that will insure good customer relations.

6. Must demonstrate the ability to perform the duties of this job through the medium of tests.

7.Must possess an appreciation for the confidential nature of information encountered in the above duties and treat it accordingly.

8.Must have demonstrated the ability to perform work accurately and efficiently.

9.Must have effective communication skills.

10.Must be willing to accept special job assignments within or outside the current job assignment.

11.Must be willing to work irregular hours and/or overtime as needed.

Travel Requirements

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