Temporary Customer Services Representative

Job Purpose

Provide excellent customer service and complete tasks pursuant to daily schedule. Receive and process customer payments, troubleshoot customer concerns, sell and support communications products, and support various Customer Services programs.

This is a temporary position, expected to last until August 2026

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

Specific Responsibilities

- Using the approved communications model to ensure customers are handled efficiently and with respect, respond to customer telephone calls, emails, and in-person inquiries as they relate to services and products provided by the Utility:

- Answer questions and perform business relating to all utilities, including, but not limited to applications for service, online processes which may include third-party processors, rates, promotions, policies, and service rules.

- Accept payments, accurately entering the transactions, and balancing end-of-day cash drawer.

- Promote the use of and sell MP&W communications services to customers.

- Create and schedule service orders for field personnel based on customer needs within set parameters.

- Troubleshooting for customer concerns/complaints of the following items: communications services, partial/no electric or water service, high bills, etc.

- Review and process reports for adjustments that need to be made or other actions to be taken.

Other Responsibilities

- Assist the Customer Services department in submitting customer's bills to the Utility's online bill payment and presentment company, including the review and approval of the bills after initial processing.

- Gather data for Customer Services monthly report.

- Process Community Services payments and balance to the general ledger.

- Act as back-up to the Administrative Support Person.

- Process returned mail.

- Other duties as assigned.

Qualifications

Knowledge

- Associate's degree or equivalent combination of education and experience required.

- Experience in handling customer transactions involving cash, checks, and debit/credit cards with accuracy.

- Knowledge, or ability to obtain knowledge, of electric, water, garbage, sewer, cable, and Internet products, services and policies.

- Knowledge, or ability to obtain knowledge, of rate structure and bill calculation.

- Knowledge, or ability to obtain knowledge, of MP&W credit policies and procedures.

- Knowledge of delinquent account activity, collection-related activity, and cycle billing.

Skills

- Excellent verbal and written communication skills.

- Excellent interpersonal and listening skills, with ability to build productive professional relationships and promote a team atmosphere.

- Proficiency with use of Microsoft Office Word and Excel at an intermediate level.

- Good judgment and reasoning skills.

- Problem identification, analysis, and solving.

- Strong customer relations skills, including the ability to influence or defuse as needed.

- Bilingual skills (English/Spanish) preferred.

Abilities

- Ability to work as part of a team, either as team leader or a member of a team.

- Ability to drive results and ensure work is accomplished properly, safely, and in a timely manner.

- Ability to use discretion in maintaining confidentiality and handling sensitive information.

- Ability to work independently, effectively prioritize work, manage multiple tasks, meet deadlines, and adjust work priorities as needed to meet department/organizational objectives.

- Ability to operate office equipment, including 10-key, fax machine, copier, multi-line phone system.

Other Position Requirements

- Must be able to attend work on a regular basis and work overtime as needed.

- Personality and neat appearance appropriate to greeting the public. Must display a high level of professionalism, tact, and diplomacy when dealing with customers.

- Must maintain a method of communication in order to be contacted by MP&W outside normal work hours.

Work Environment

- Work environment is in an office environment.

- Must comply with all safety and site rules at all locations.