Customer Service Clerk; Part-Time

The purpose of this job is to perform intermediate clerical work involving customer service and billing for utility service within our new call center.

This position works under close supervision according to set procedures.

• Provides customer service; assists customers with billing issues, service complaints, account discrepancies and payment installment arrangements.
• Audits diverse customer or financial records, detects incorrect information, conducts interviews with involved parties, analyzes findings, and determines appropriate solutions.
• Analyzes account status to determine credit issues; identifies necessity of debit adjustments; approves debit and credit adjustments.
• Types, formats, edits, revises, proofreads and prints reports, correspondence, memoranda, contracts, agreements, technical charts, tables and other specialized materials.
• Handles inquiries and requests from the public and other departments; provides general and specialized information regarding assigned functions that require the use of judgment, tact and sensitivity and the interpretation of policies, rules and procedures.
• Skillfully handles complaints and inquiries regarding department functions and responsibilities; researches and responds to requests or refers complaints and requests to other staff when warranted.
• Establishes new utility accounts; makes adjustments and payment agreements for utility accounts.
• Prepares and processes various daily and monthly reports.
• Answers inbound customer calls in a timely and professional manner, while escalating complex issues to the appropriate departments when necessary.
• Provides accurate information regarding products, services, policies, and procedures, while exhibiting the ability to remain current on topics related to company updates, promotions, and product knowledge.
• Resolves customer concerns/complaints with empathy and efficiency while following up with customers to ensure resolution and satisfaction.
• Records customer interactions and details in the utility system.
• Meets or exceeds performance metrics, including call quality, response time, and customer satisfaction.
• Performs related work as required.

Requires High School diploma or GED equivalent and six (6) months of experience in customer service, billing, finance, or bookkeeping; or an equivalent combination of education and experience. The position includes the need to be available during evening hours for call center duties.