Customer Service Representative

PURPOSE:The purpose of the Customer Service Representative is to provide professional and efficient customer service to walk-in or telephone customers in setting up new accounts, making changes to existing accounts, closing accounts, obtaining permits and collecting deposits and fees for electric and broadband services.

ESSENTIAL FUNCTIONS:

- Set up orders for new customers and existing customers for electric and broadband services.

- Take orders from customers, input data and handle all necessary steps for services, disconnects, reconnects, new construction, meter change outs, address changes, name changes, and process permits.

- Answer general questions around electric and broadband services.

- Run credit checks and determine deposit amounts.

- Collect deposits, construction charges, meter base charges, engineering fees and permit fees and route paperwork to appropriate departments.

- Communicate with Engineering, Meter, Construction and Broadband departments on connect/disconnect orders and new construction orders and to solve related problems.

- Complete paperwork and input data for new construction requests that needs to be sent to Engineering, and route those orders to Construction department daily.

- Balance deposit and fee money collected during the day and deliver to Customer Service Supervisor.

- Work with Bookkeeping to correct inaccuracies in CMB.

- Sell state electrical permits and meter bases, collect fees and prepare and send reports along with check when received from accounting.

- Work meter orders (turn-ons and turn-offs) on a daily basis and consult with Meter department and CSA, when necessary, in order to resolve problems with work orders.

- Work closely with Collections on delinquent accounts and name changes on accounts to catch attempts to avoid unpaid bills.

- Obtain lease agreements or closing statements on new accounts or transfers and talk frequently with apartment managers and landlords.

- Obtain 911 GIS documentation for new construction accounts. Communicate with 911 coordinators from multiple counties.

- Notify Residential Energy Advisor of security light outages.

- Communicate with Collections department on bad debt and non-payment accounts. Set up accounts on Easy Pay and if applicable, set up on debt recovery.

- Other duties as assigned.

EDUCATION and EXERPIENCE:

High School Diploma/ GED required with up to (2) years’ experience in customer service or related field.

SPECIAL SKILLS, AND ABILITIES:

- Ability to effectively communicate with customers, other employees of DES and the general public in a professional businesslike manner.

- Professional telephone communication skills.

- Intermediate computer and data entry skills.

- Must have the highest degree of integrity, honesty, pleasant disposition, dependability and tact, and must treat all DES employees with dignity and respect. Must be able to maintain composure during difficult situations to discuss and resolve issues and maintain open communications to achieve DES goals and objectives.

- Must believe in, be sympathetic with, and be interested in furthering the public understanding and acceptance of the utility’s objective and be customer service oriented at all times.

- Must be willing to work with all employees in the best interest of the utility and to accept changes in work programs and patterns to keep pace with changing times.

LICENSE AND CERTIFICATIONS:

1. Must possess at the time of employment a valid Class D Driver License allowing legal operation of 2. Must maintain at the time of employment or obtain at a time designated by DES, a valid Red Cross or

equivalent certification of proficiency in adult CPR, first aid, and AED.

STATEMENT ON POSITION:

This job description and specification is to give the applicant a reasonable expectation of the requirements and responsibilities of the job. It in no way infers that the person will be limited only to the requirements stated. Anything deemed necessary by Management will become an integral part of the job.

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