Customer Relations Representative A

Overview:

This position has a progression

PURPOSE STATEMENT:

Provides professional and competent customer service regarding applications for Company products or services, and in

responding to inquiries and complaints; inputs and maintains customer data in a customer information system.

Responsibilities:

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

- Performs all clerical requirements associated with the service activation process to include the following: Taking and reviewing all applications for purchase of gas and non-gas products and services; Arranging for deposits; Obtaining customer, account and premise information; Determining customer credit worthiness; Initiating and following up on pending service orders; Verifying all information for accuracy. Discusses and processes customer requests for discontinuation of services. Prepares and processes miscellaneous bills as needed, including printing, stuffing of envelopes and ensuring same-day postage.

- Independently handles or coordinates with appropriate Company personnel the administrative aspects of, and response to a variety of customer requests, inquiries, and complaints. Examples of these customer requirements include those regarding customer/account/premise information, consumption, repairs' adjustments, billing, delivery, equipment, leaks, maintenance, delinquency, payments, products, programs, services, etc. Resolves issues by analyzing facts, researching accounts, preparing documentation and communicating effectively with customers and/or appropriate personnel.

- Operates a computer and works proficiently in the Customer Information System (CIS), Customer Engagement Portal (CEP) and other applicable systems.

- Provides and extends at all times a courteous and tactful demeanor when dealing with all customers, employees or the public, by phone, in person, by mail, or by electronic communications. Works independently on specific job assignments and is empowered to make decisions within reason, with the anticipated result of a satisfied customer.

- Effectively works as a team member; provides feedback to the supervisory group on ways to improve the

effectiveness of processes. Escalates unresolved issues to the appropriate representative to ensure proper and efficient customer service.

OTHER FUNCTIONS/RESPONSIBILITIES:

- Complies with all safety rules and cooperates in the fullest in the promotion of safety and safe work habits, to include the reporting of any unsafe conditions or acts. Maintains all EH&S training on a current basis.

- Complies with all applicable corporate and Hawaii Gas policies and procedures.

- Maintains assigned work area and equipment in a clean, orderly and safe manner; performs housekeeping duties as required and/or instructed. Works in a safe and responsible manner.

- Performs all other related duties as instructed by supervisor/manager.

Qualifications:

Required Education and/or Work Experience:

- High school diploma or equivalent (i.e., GED).

- At least 1.5 years of experience in a similar line of work.

- Proficiency with Microsoft Office Suite (Outlook, Word, Excel, Teams) and customer information systems (e.g. CIS, CEP). Familiarity with call center phone systems and standard office equipment.

- Typing speed of 30–40 WPM required; must demonstrate accurate data entry skills.

Preferred Education/Work Experience:

- Associate’s degree or certificate in business administration or related field.

- Prior experience in a regulated or utility industry.