Customer Service Representative

Purpose

Customer Service Representative will be responsible for providing prompt, accurate, professional in-person, electronic and telephone service to internal and external customers. Support other departments as needed.

Union Rate: $23/hr 

Accountabilities

• Respond to all incoming customer inquiries including but not limited to:
• Emergency calls
• Service connects, disconnects, new service installations.
• Rate, billing and payment inquiries
• Water quality complaints, inquiries
• Resolving high bill complaints
• Identifying complex meter and billing situations
• Negotiating and establish payment arrangements.
• Provide information on products and programs offered by the Company and generate referrals to the appropriate departments.
• Promote low-income programs.
• Promote water efficiency programs.
• Process payments
• Communicate with customers electronically and/or outgoing calls and in person.
• Perform back office, walk-in and cashiering responsibilities as assigned.
• Liaison between customer, field personnel and office staff
• Expected to respond to emergency call out and extended work hours when company emergencies occur.
• Ensure all working practices are compliant with Liberty Utilities’ policies, procedures, and NY PSC regulatory rules.
• Other duties as assigned.

Education and Experience

High School Diploma or GED required. Associate degree preferred.
• 2-year experience working in a customer service environment handling incoming/outgoing calls required.
• Knowledge of computer systems and Microsoft Office (Excel & Word) required.
• Experience with accounting or billing software a plus.
• Must be available during emergencies and be flexible with working longer shifts and additional hours required.
• Demonstrate ability to effectively communicate with customers in a fast-paced environment while developing positive customer relations, anticipating, identifying, and responding to customer needs effectively.
• Excellent written and verbal communication skills required.
• Ability to set priorities, plan and coordinate work activities to accomplish work objectives.
• Experience with use of cash register, receiving and posting payments.
• Facilitate customer service satisfaction and a smooth flow of information between all departments.
• Clearly and effectively communicate emergency information.
• Communicate research results effectively with internal and external customers as it relates to customers, office, field and accounting.
• Ability to communicate recommendations regarding policy development and implementation.
• Experience with electronic data storage processes, ability to organize, plan and simplify business-filing systems preferred.
• Work requires the ability to read and process customer applications, street addresses, computerized information and related reports, accounting terms and spreadsheets, vendor invoices, state statutes, federal laws, service area maps, correspondence and legal documents and contracts, and property legal descriptions at a college level.
• Ability to perform math calculations (add, substract, estimate). Ability understand and detect errors in meter readings and billing calculations.
• Work requires the ability to document customer related issues and summarize research performed as it relates to all office operations. Documentation of follow-up, prepare and maintain reports and records.
• Work is widely varied, to include involvement with customers, customer service operations, field operations and accounting. Must learn and understand
the interdependency of all company operations and be able to analyze and prioritize situations as they arise on a daily basis. • Capable of making decisions that are within Liberty’s business standards and guidelines; and New York rules and regulations, seeking assistance when necessary. Must be able to perform duties and function effectively with minimal supervision.
• Valid driver’s license is required.