Student Intern - Customer Service

Purpose

The purpose of this internship is to provide on the job training and exposure to Customer Service of a public utility while supporting departmental projects that enhance service reliability, efficiency, and customer experience. The intern will gain practical skills, contribute to meaningful work, and develop a foundational understanding of how the utility serves the community and facilitates accomplishment of the District's mission and goals.

Job Description

ESSENTIAL JOB FUNCTIONS:

Customer Service Department

- Answer and route incoming calls at switchboard.

- Serve as the first line of customer contact, which includes handling confidential information and documentation.

- Perform cashiering duties.

- Sort and distribute customer correspondence.

- Process inter-office and outgoing mail.

- Assist with responding to customer inquiries via phone, email, and in-person regarding utility services, billing, and account information.

- Provide support for various District programs outreach, including distributing materials, attending and preparing for community events.

- Review reports to ensure accurate utility account billing.

- Shadow customer service personnel to gain insight into utility operations and customer engagement.

- Assist with special projects, such as updating procedure/training manuals or creating customer education materials and FAQs.

- Support the evaluation of online forms to ensure clarity, functionality, and user experience

Clerical Support

- Provide data entry services, using word processing, database, spreadsheet, or other personal computer software programs.

- Perform routine clerical duties such as typing, sorting, and filing assorted records, reports, correspondence, and other documents.

- Answer phones for various personnel in their absence.

- Scan, file, and organize digital and paper documents for District departments.

- Provide assistance and backup, as necessary, to the administrative department.

Miscellaneous Duties

- Provide clerical back-up during absences.

- Perform other related duties as assigned.

JOB STANDARDS:

Knowledge, Skills and Abilities:

- Must be able to receive and carry out work instructions.

- Ability to understand written and/or verbal instructions.

- Ability to perform repetitive work.

- High level of cooperation within the work group and with other departments required.

- Must have math, reading and writing skills as related to job functions.

- Must become knowledgeable of District record-keeping methods and procedures such as time sheets, etc.

- Must have the ability to work without close supervision and to make decisions compatible with prior instructions.

- Must develop a working knowledge of safe work practices, accident prevention procedures, tools and equipment as related to job functions.

- Must have the ability to remain calm under pressure and to be courteous at all times.

- Demonstrate a positive attitude, good work ethic, promptness in work arrival and in accomplishing all tasks.

Education, Experience and Training:

- Recent high school graduate or equivalent.

- Enrolled in a trade or post-secondary education program and plan to attend school following the work period.

- Experience in the operation of District (or similar) vehicles and equipment preferred.

Other Requirements:

- Must pass a District physical examination and be able to perform essential job functions.

- Must wear and utilize personal protective equipment as required.

- Must be at least 18 years of age.

- A valid driver’s license and safe driving record.

WORKING CONDITIONS:

- Indoor work may consist of extended periods of sitting or extended periods of standing on a concrete floor.

- Work is generally performed in an office setting with extended periods of sitting.

- The job functions require working with persons who exhibit many types of personalities and behaviors.

PHYSICAL REQUIREMENTS:

- Individual may lift and carry objects weighing as much as 30 pounds.

- The work requires the ability to operate equipment and vehicles.

- The work requires the ability to answer questions and communicate with coworkers, customers, and others in person on cellular phones and via email.