Customer Services Representative

The Customer Service Center Associate is proficient in the use and application of the tools, equipment, software, processes, and procedures required in the performance of the position’s essential duties and responsibilities. Duties and responsibilities are prioritized according to the work unit assigned and performance measures are based on competencies to include accountability, customer focus, teamwork, problem solving, and productivity.

 Responds professionally and effectively to all types of customer inquiries and service requests via multiple channels of customer contact and according to Company and regulatory performance standards across all customer service areas
• Creates and accesses customer records, researches, and navigates efficiently through the Customer Information System (CIS) to resolve customer complaints and account discrepancies
• Assists customers with online customer self-service and electronic payment portal system access, navigation, and resolving technical issues
• On a daily basis, assigns, tracks, and monitors on-cloud meter reading route downloads/uploads, provides assistance and support to users of the FCS Itron on Cloud software and smart devices
• Processes customer payments accurately and prepares cashiers reports and deposits
• Processes new customer applications and renewals for a variety of programs.
• Dispatches service and trouble calls accurately and timely to field service personnel
• Accesses and researches field service orders, monitors Key Performance Indicators (KPI), and navigates efficiently through Mobile Workforce Management (MWM) system
• Notifies management team and other departments of emergencies such as water outages, main breaks, etc.
• Performs higher level customer service center duties that include but are not limited to:
o Sharing knowledge and mentoring newly hired staff
o Responding to calls in the quality assurance and/or escalation phone skill sets
o Completing quality audit checklists as assigned by supervisor(s)
o Communicating complex regulations, billing and rate information to customers