Nexus Water Group

Customer Service Rep

Fairbanks, AK

full time

On-site

Utilities

About This Job

Who We Are

We are Utility Services of Alaska working with Golden Heart Utilities and College Utilities to bring safe and clean water and wastewater operations to Fairbanks, Alaska. Together these three companies are known as Fairbanks Sewer and Water; we are owned by Nexus Water Group.

What We Offer

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Paid Time Off and Holidays : Starting at 3 weeks annually and paid company holidays

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Comprehensive Benefits : The first day of the month after your start, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. Other great benefits include company provided life insurance and Employee Assistance Program just to name a few.

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401(k) Program : Employer contribution. Employer contribution made to the 401(k) plan are vested at 100% and start 30 days after your start.

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Grow with us : Professionally development opportunities through training, professional certifications, and education allowance

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Employee Resource Groups (ERG) : ERGs are voluntary employee groups that form based on shared characteristics or backgrounds and are sponsored by the organization.

Overview

We have an opportunity for a Customer Service Rep . The Customer Service Rep supports Golden Heart Utilities and College Utilities as a first point of contact as we interact with members of the community. Under the general direction of the Manager of Customer Service, Collections, & Billing, this position works within a Customer Experience team to answer and route phone calls, take payments, answer questions on accounts, generate customer communications, and above all, provide exemplary customer service to a diverse customer base and co-workers.

Work Location and Schedule

This position is located in Fairbanks, AK. Position requires a minimum of 40 hours per week (normal office hours are 8:00 a.m. to 5:00 p.m., Monday-Friday) with hours in excess of 40 per week as needed.

What You'll Do

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Handle incoming calls and walk-in customers with billing inquiries, complaints and rate issues.

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Process daily EFT, ACH and other forms of customer payments and reconcile them with accounting and bank records.

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Generate appropriate form letters and written communication, maintain complaint monitoring system.

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Process and monitor property changeover accounts for existing service.

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Schedule and coordinate meter maintenance and other department appointments.

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Process daily cash management procedures to include preparing bank deposits.

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Process NSF/problem receipts and payments.

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Assist with maintenance of department filing system and scanned database.

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Assist in daily cash management procedures to include preparing bank deposits, processing NSF checks, bank drafts, credit card drafts, receipts, payments and work order invoices/bill outs.

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Become knowledgeable of RCA approved tariffs.

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Perform other activities as assigned by Customer Care Manager.

What You'll Bring

Education and Experience

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High School Diploma

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Three years of customer service experience

Knowledge, Skills, and Abilities

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Able to provide exemplary customer service to a diverse customer base and co-workers.

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Demonstrated experience assisting difficult customers and resolving conflict while adhering to regulatory and company policies.

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Able to remain positive and friendly while working under pressure in a high-volume service environment.

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Experience with record keeping and operating under strict confidentiality policies.

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Proficient in the use of Microsoft Office applications, as well as standard office equipment.

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Can perform multiple tasks, prioritize workload, and collaboratively solve problems

Work Environment

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Normal office conditions prevail.

The work involves considerable data entry, some walking and occasional lifting to approximate a 40-pound box.

Our Company

We are a proud Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any characteristic or condition protected by Federal, state, or local law.