Customer Account And Service Representative

Customer Accounts And Services Representative

Primary Function: Under general supervision, provides efficient and effective customer service to power customers, receives payments, handles customer inquiries, resolves complaints and performs data input related to power payment arrangements and creates connect, disconnect, reconnect and trouble orders. Performs other duties assigned.

Distinguishing Characteristics: The Customer Accounts and Services Representative is the journey level position that performs a greater degree of skills and duties, including preparing customer correspondence, email, letter and fax, handles outbound dialer and IVR script management systems, and assists with new employee training, responds to difficult customer calls, prepares advance billing calculations, reports and other work complex duties.

The incumbent is required to work shift hours and weekends to support call center afterhours and weekend staff and can be expected to be reassigned to district pay stations, customer service or headquarters offices as required. The telephone call system is monitored by supervision for quality control, number of telephone calls handled, customer service provided, posting transactions for accuracy and volume per agent. An approximate standard of 45 wpm keyboarding speed applies to this classification. It is the responsibility of all employees in this classification to report for emergency duty if called. Lacking a bona fide excuse satisfactory to supervision, a second failure to report when called could result in discharge.

Essential Duties and Responsibilities: The examples of essential functions listed below are representative but not necessarily exhaustive or descriptive and the incumbent may be assigned other related functions not listed herein if such functions are a logical assignment for the position.

1. Provides efficient and effective customer service, within established standards, in responding to customers in English and Spanish over the telephone, in person, District web portal, email, in writing and social media regarding power accounts; works under minimal supervision.
2. Responds to customer and general public inquiries in English and Spanish; interprets and assists customers with regulations, standards and policies related to providing electric services, programs and other services; verifies customer account and service status; assists in resolving complaints pertaining to power bill and usage, reviews average billing plans and prepares documents for billing investigations as required.
3. Receives requests for electric service by telephone, in person, electronically and postal correspondence; prepares orders to disconnect or restore services and completes service-related changes, such as notifications to install, remove and repair meters.
4. Researches, gathers data and conducts skip tracing; reviews SAP for customer account and credit information; collects delinquent accounts, quotes and enters deposits for delinquent accounts.
5. Provides quotes, enters, collects deposits on delinquent bills to reconnect service disconnected for nonpayment; reviews disconnected power accounts to transfer to active status or refund and/or transfer overpayments.
6. Enters customer data, makes data changes, contacts, creates service orders and notifications for field personnel; establishes installment payment plans and extends account due dates.
7. Receives and posts payments for power, water, water availability, guaranty deposits and miscellaneous expenses; makes payment arrangements within established guidelines and responds to complaints effectively using professional customer service techniques.
8. Balances and totals cash receipts against computer cash drawer printout and prepares daily summary of cash collections.
9. Prepares and reconciles bank deposits with cash receipts, verifies funds for deposits and prepares deposit slips for armored guard pickup.
10. Assists in the determination and resolution of meter reading discrepancies, research, recalculates and adjusts incorrect billing statements.
11. Prepares customer correspondence, letter and fax, handles outbound dialer, IVR script management systems and other customer water and power resources; assists with disseminating information to customers regarding District campaigns including Energy Assistance Program, REAP, and other District sponsored programs and campaigns.
12. Assists with training and providing guidance of less experienced personnel staff on safe and proper working methods and procedures related to assigned duties and responsibilities.

Marginal Duties and Responsibilities:

• Assists customer with EZ pay plan, landlord agreements or third-party notification as required.
• Computes electric bills based on kilowatt-hour use as required.
• Reviews reports of unauthorized energy usage from Meter Readers, power division offices and claims investigation staff and arranges repayment with customers.
• Prepares and generates computer collection letters for mailing; customizes other correspondence sent to customers.
• Exchanges information with public and/or private agencies in order to locate delinquent or relocated customers.
• Opens mail and post billing statements to appropriate accounts and/or processes return mail for verification of mailing address changes for customers.
• Provides office support in other section and unit areas or works on special projects as needed.
• Performs other duties as assigned.