CSR – TIER 1

Columbia Power & Water Systems (CPWS) is a public utility proudly serving the citizens of Columbia and Maury County Tennessee since 1939. CPWS has an open Customer Service Representative – Tier 1 position. CSR – Tier 1 is a multi-faceted position to assist customers with various daily needs, including payments, general inquires, and requests for service. This position generally starts off in the cashiering duties and over time progresses into other duties.

The primary duties & responsibilities of this position include:

Cashier

- Receive and post payments from customers via lobby, drive-through, night deposit, mail, and electronically.

- Maintain and balance cash drawer.

- Scan checks to the financial institution as needed.

- Verify payments are posted to the correct account such as utility billing accounts, deposits, or miscellaneous fees regardless of payment method.

Receptionist

- Greet customers and visitors as they arrive and answer phone calls in a professional and cordial manner.

- Assist customers with logging into tablets that specify the customer’s need.

- Direct customers to appropriate CPWS personnel.

Call Center

- Answer calls from customers answering general customer inquiries regarding CPWS bills, services, and policies.

- De-escalate situations involving dissatisfied customers and coordinate efforts to resolve complaints if follow-up is needed.

- Guide callers through troubleshooting, navigating the company website and services.

- Promote the sale of Broadband services.

- Participate in the non-pay cutoff process for past due accounts.

- Discuss payment arrangements with customers

Customer Service Order Requests

- Assist customers with questions regarding service applications.

- Enter Broadband service requests in Customer Information System software as needed.

Qualified candidates should be able to:

- Enter information into necessary computer systems accurately and in the correct format.

- Ability to count money quickly and accurately.

- Ability to promptly and accurately respond to customer inquiries via phone call and email.

- Ability to work assigned shift rotations.

Education, Experience, and Qualifications:

- High School Diploma or equivalent required.

- 2 years of customer service experience required. Experience in bank teller roles and customer service with a utility will be given preference.

- Proficiency in speaking Spanish preferred.

- Experience using utility software such as NISC preferred.

Compensation package: CPWS offers competitive compensation and benefits package that includes health, dental, long-term disability and life insurance and a 401(k) contribution.

To apply, please visit our website: cpws.com/employment.

Additional information: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that additional and/or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments). This job ad does not constitute a written or implied contract of employment.

Job Type: Full-time

Benefits:

- 401(k)

- Dental insurance

- Health insurance

- Paid time off

- Professional development assistance

- Vision insurance

Work Location: In person