Customer Service Rep PT

Customer Service Rep P/T

The Customer Service Representative (CSR) in the Call Center provides excellent customer service to our customers by supporting all aspects of their utility accounts. The CSR must have strong communication, a positive attitude, a strong work ethic, and the ability to multi‑task, type while talking on the phone, and manage emotions in stressful situations.

• Interact with external and internal customers via telephone, fax, letter, and email.
• Obtain account information from customers and explain charges on utility bills while maintaining confidentiality.
• Conduct account searches using the Customer Information System (CIS)—Northstar.
• Investigate, research, and resolve problems in accordance with established policy and procedures.
• Correct misapplied payments, process refunds, reverse late fees, NSF fees, and tampering fees where applicable.
• Provide meter reading and data analysis for electric and water meters using Meter Sense.
• Explain additional services and programs such as auto‑draft, auto‑pay, budget billing, senior citizen billing, and critical care.
• Distribute information about utility bill assistance programs and relevant agency contacts.
• Draft monthly messages and auto‑dialer calendars; generate, review, and complete past‑due auto‑dialer campaigns using Mil Soft.
• Provide proof of residency, customer account summaries, and other requested documentation.
• Apply basic IT troubleshooting techniques and Microsoft Office Suite for email, memos, and spreadsheets.
• Maintain calm composure during heavy workload and stressful situations.
• Schedule meter re‑reads and energy or water assessments; compare usages and calculate billing adjustments.
• Utilize processes and tools to detect, address, and prevent fraudulent situations.
• Process applications, letters of credit, disconnects, and service transfers.
• Verify caller identity via Online Utility Exchange for applications or debt collection.
• Research CIS to confirm any past account balances; set up payment arrangements or forward to Collections.
• Educate and engage customers on technological tools and resources.
• Become familiar with key departments to expedite resolution of customer requests.
• Maintain strict confidentiality of business, employee, and customer information.
• Adhere to NBU safety guidelines, policies, and procedures; exemplify core values of Integrity, Stewardship, Team, Culture, and Safety.

• Maintain regular attendance and manage schedules to meet task deadlines.
• Keep work area, office, field site, and vehicle clean and safe.
• Develop and maintain effective customer service skills for communication with coworkers, customers, and the public.
• Support initiatives to reach annual NBU performance measures.

• Proficient in current versions of computer software and hardware; excellent data entry skills with a keyboard accuracy of 10 keys per minute.
• Ability to efficiently operate standard office machines such as copiers, scanners, and faxes.
• Experience with Harris North Star (CIS) including mCare, Customer Connect, Meter Sense, and Fixed Network.
• Knowledgeable in ADP ez Labor, Data Prose, Halogen, Scanner, Invoice Cloud, Laserfiche, Online Utility Exchange, Mil Soft, and Microsoft Office Suite.
• Personal computer, copier, fax machine, scanner, printer, calculator, and telephone proficiency.