Customer Service Representative
Shrewsbury, MA
Full time
$56,160About This Job
Customer Service Representative
Shrewsbury Electric and Cable Operations (SELCO) seeks an experienced Customer Service Representative who is able to perform a full range of customer service functions for electric, internet, cable television, and telephone customers. Applicants must be able to cross-sell products and services to existing and new accounts over the phone and in person. Ability to multitask and excellent computer skills are a must.
ESSENTIAL JOB FUNCTIONS:
Responds to a variety of customer inquiries, requests, and complaints related to light, cable and telephone services in order to effectively resolve customer needs.
Conducts account research as necessary and refers unresolved matters to supervisor.
Determines the need for service calls and refers to appropriate personnel.
Processes applications both for new electric, internet, cable and telephone service customers and explains various packages and services available. Cross-sells services as appropriate to meet customer needs.
Arranges for service connections, disconnections or transfers of service as required. Accurately posts payments to accounts.
Receives customer payments by mail, electronic lockbox or over the counter and posts to appropriate accounts. Performs reconciliation and forwards required records to treasurer’s office.
Advises supervisor of any delinquent accounts.
Issues electric work requests as authorized and records any inspections related to these permits.
Coordinates work request connections and activities with Engineering.
Creates work orders for field work, such as service disconnects and connects.
Enters all trouble calls into computer files and advises appropriate personnel.
Assists other departments with various projects, including mailings, etc.
May type, process and mail a variety of reports as requested by supervisor or other department manager.
Maintains a variety of correspondence files related to customer service matters.
Processes applications and maintains records for all business telephone customers.
Receives and records phone messages left on overnight voice-mail and responds appropriately to all calls.
Maintain and set up daily work orders for the internet installers. Oversee the internet work crew. Close all internet orders, cross check account numbers with electric accounts.
Takes payments for local bulletin board channel ads.
Processes municipal lien letters; researches account information, indicates balances due.
Organizes and file all paperwork related to service connects and disconnects and enters required information into computer.
Performs other related duties as assigned.
KNOWLEDGE, SKILLS & ABILITIES:
Ability to perform detailed work accurately and efficiently within deadlines.
Ability to multi task and prioritize tasks in order to deal effectively with multiple customers simultaneously.
Ability to communicate clearly and concisely with others, both verbally and in writing.
Ability to interact effectively and tactfully with a wide variety of individuals, including customers and other department personnel.
Ability to understand, interpret and explain department procedures to customers and to cross-sell a variety of products and services.
Knowledge of electric rates and billing practices; understanding of consumption calculations and appropriate application of electric tariffs; ability to explain these items to customers.
Knowledge of computerized billing applications in the utility environment.
Knowledge of broadband and cable industry; ability to explain company policies, packages, and pricing to customers.
Strong computer skills and the ability to multi-task among several computer programs simultaneously.
Knowledge of and ability to explain Integrated Resources programs, incentives, and rebates to customers.
QUALIFICATIONS:
Duties require knowledge of customer service, accounting, and computer operations equivalent to one to two years of college and three years of related customer service experience.
SUPERVISORY RESPONSIBILITY:
None.
WORKING CONDITIONS/PHYSICAL DEMANDS:
Provides telephone support during outages and other emergency situations. May be required to work extended shifts, weekends and overnight hours when the office is staffed 24 hours a day during emergency operations.
Normal office environment, not subject to extremes in temperature, noise, etc.
Frequent interruptions to assist customers in person and on the telephone.
May spend extended periods of time at the computer terminal, at desk, or on the telephone and operating other office equipment requiring eye-hand coordination and finger dexterity.
Occasional lifting, standing, bending and carrying of files, documents and records.
Regular and reliable attendance is an essential requirement of this position as with all positions.
About SELCO
SELCO is a community owned and operated utility offering Shrewsbury residents and businesses high-quality electric and broadband services at competitive prices. SELCO provides electric, cable, telephone, and internet services to residential and commercial customers within the Town of Shrewsbury, Massachusetts. SELCO is an equal opportunity employer.