CUSTOMER SERVICE REPRESENTATIVE I
GENERAL DEFINITION OF WORK
Performs responsible duties related to customer service requests and the preparation
and/or maintenance of related records for the utility. Duties generally fall within the areas
of customer service, billing, and/or collections. Flexible scheduling may be required to
meet customer needs. Work is performed under regular supervision. Does related work
as required.
TYPICAL TASKS
Assists customers professionally and tactfully by responding to customer inquiries over
the phone, email, or chat. Researches information and prepares service orders as
needed. Assists customers with utility accounts. Handle inquiries such as billing
questions, deposit requirements, and service applications. Initiates, terminates, and
transfers utility services in accordance with established procedures. Adheres to all FACT
Act (2003) and Red Flag guidelines when working with sensitive customer information.
Handles payment arrangements, non-pay accounts, and customer billing inquiries.
Operates calculators, computer systems, and other standard office equipment used to
maintain records. May be responsible for acceptance and validation of all moneys
received from customers for utility bill and deposit payments. Accurately records
transactions. Performs related tasks as required.
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of standard office procedures, practices, and equipment. Ability to
understand and follow oral and written directions. Ability to establish and follow detailed
work procedures. Must possess basic computer skills and strong typing ability. Must be
a team player and possess strong customer service skills. Strong professional verbal and
written communication skills are required, along with strong attention to detail.
Knowledge of utility service connection and termination procedures, billing, collecting and
adjustments is preferred. Ability to apply utility rules, regulations, policies and procedures.
Ability to assist customers with programs and services offered by KUA. May be required
to lift or displace up to 25 pounds.
EDUCATION AND EXPERIENCE
Graduation from high school or GED. One (1) year of experience in general office work
and customer service required.
CUSTOMER SERVICE REPRESENTATIVE II
GENERAL DEFINITION OF WORK
Performs responsible and varied customer service duties related to utility billing, service
orders, and account maintenance. This work involves complex customer interactions
requiring in-depth knowledge of utility processes and systems. Duties generally fall within
the areas of customer service, billing and collections. Flexible scheduling may be required
to meet customer needs. Work is performed under regular supervision. Does related
work as required.
TYPICAL TASKS
Assists customers professionally and tactfully by phone, email or other channels;
researches and resolves inquiries related to the utility bills, payments, deposits and
account information. Initiates, terminates, and transfers utility services in accordance with
established policies and procedures. Accurately handles billing adjustments, payment
arrangements, and non-pay account actions. May be responsible for accepting and
validating payments and deposits, and accurately recording transactions. Accurately
enters and verifies account information, payments, and service changes in the Customer
Information System (CIS). Adheres to FACT Act (2003) and Red Flag guidelines when
handling sensitive customer data. Provides support to new team members and assists
with training or guidance as needed. Operates calculator, computer systems and other
standard office equipment incident to maintaining records. Performs other job related
duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES:
Thorough knowledge of standard office procedures, practices and equipment.
Comprehensive knowledge and understanding of utility service connection and
termination procedures, terminology, billing, collecting and adjustments (including
electric, storm water and garbage rates along with applicable taxes). Ability to understand
and follow oral and written directions. Strong professional verbal and written
communication skills with an ability to explain account information clearly. Ability to
establish and follow detailed work procedures. Must possess basic computer skills and
strong typing ability. Must be a team player and possess strong customer service skills.
Strong attention to detail and ability to follow detailed work procedures. Working
knowledge of KUA’s Customer Information System (CIS) and possess the ability to assist
customers through programs and services offered by KUA. Comprehensive knowledge
of utility rules, regulations, policies, and procedures. Maybe required to lift or displace up
to 25 pounds.
EDUCATION AND EXPERIENCE:
Graduation from high school or GED. Three (3) years of experience in customer service utility industry or related industry are required. Bachelor of Science degree in business,
finance or related field is preferred.