Customer Service Intern

Connect to a career at City Utilities! CU has been connecting our community to the services they need for every day life since 1945. From electricity to power our lives, clean water to be healthy, natural gas to stay warm, internet to keep businesses connected, to transit services to get them where they need to go.

This position requires an employee to work between 20-25 hours per week during the school semesters, and 40 hours per week during summer, not to exceed 1,500 hours in a calendar year. Each semester, undergraduate students must be enrolled in at least 12 credit hours and graduate students must be enrolled in at least 6 credit hours.

INTERN GUIDELINES:

Students who have completed at least one year of college and are enrolled as a full-time student may apply. Must be enrolled full-time in a degree seeking program. A student’s intern position will end within three months after graduation.

Pay Rate:

$14.00 - $17.00/hour

•

Depends upon classification

Work Schedule:

Monday - Friday 8:00am-5:00pm

Job Description:

PURPOSE OF POSITION:

Under the direction of Manager-Customer Services provides various functions associated with all areas of the Customer Services department including customer inquiries, programs, billing, credit, training and quality assurance.

ESSENTIAL JOB FUNCTIONS:

1. Assists with customer inquiries related to utility policies and procedures, high bill complaints, energy assistance, billing problems, payment options, landlord agreements, and other programs.

2. Gathers information and answers various forms of communication, assists with the preparation of breakdowns for customer inquiries and disputes.

3. Researches unpaid bills, restores or transfers meter deposit and/or credits to active or final accounts, performs clerical tasks associated with various seasonal energy assistance programs, and other projects assigned.

4. Assists with the review and analysis of customer meter read data to ensure accurate, timely customer billing.

5. Assists with the daily tasks associated with customer programs.

6. Assists with the training and quality assurance programs.

7. Provides quality service to customers that are responsive to their needs. Strives to meet or exceed key performance indicator goals that improve a customer’s experience and enhances the mission of the utility.

8. Provides administrative support to the department as needed.

9. Performs other related duties as required or assigned by management.

QUALIFICATIONS:

Education and Experience:

Minimum of one year of college working toward a bachelor’s degree in Accounting, Business, Finance, Communication, or related field is required. Six months of business or customer service-related experience is preferred.

Knowledge, Skills, and Abilities:

o Tailor information to different audiences.

o Demonstrate a customer-focused orientation and positive image of the Utility to the public.

o Maintain confidentiality to ensure necessary security of utility and customer data.

o Pay attention to detail and review work for accuracy.

o Effectively handle numerous assignments simultaneously.

o Work independently and multi-task in a fast-paced environment.

o Successfully navigate various electronic programs including but not limited to Microsoft Office Suites, other applicable information technology applications, and self-service platforms.

Physical Requirements:

Typically, sedentary work. Ability to express or exchange ideas by means of the spoken word and receive detailed information through oral communication. Substantial movements of the wrists, hands, and/or fingers, and close visual acuity to operate a computer is required.

Working Conditions:

Normal office environment.

Miscellaneous Requirements:

TESTING

Testing may be required.

EEO

City Utilities offers equal employment opportunities to individuals without regard to race, color, religion, sex, sexual orientation, gender identity, ancestry, national origin, disability, age, veteran status, genetic information or marital status. Learn more about CU and EEO.