Customer Service Representative

Position Overview

TCLP is seeking a Customer Service Representative who will serve as a customer liaison providing exemplary customer service when addressing all customer inquiries and resolving problems with emphasis on positive public/customer relations for Traverse City Light & Power, which includes Traverse City Light & Power Fiber, (Utility). Serves as primary contact for citizen inquiries by email, telephone, and in person. Performs work of moderate difficulty related to sharing information, answering questions, recording and processing billing, cash handling, financial and routine accounting, support services, record maintenance and explaining and selling TCLP services.

• Assist customers/citizens via telephone, email, and in-person in answering inquiries, assisting with electric and fiber utility activation/terminations, explaining service offerings, details regarding billings for all TCLP utilities, and resolving customer issues.
• Set up services at new locations and associate them with a customer to determine a reading sequence number.
• Manage customer complaints, provide appropriate solutions and follow up to ensure resolution.
• Perform a variety of clerical accounting duties including preparing and updating spreadsheets, processing payments, receipts and posting transactions. Balance payment batches and prepare and balance daily payment sheets.
• Perform accurate work associated with daily/monthly reconciling of receipts and preparation of supportive documentation on a daily/monthly basis in reconciling receipts from subsidiary programs to the general ledger. Prepare daily bank deposits and coordinate the electronic submission of customer checks.
• Coordinate daily utility work orders with other departments to ensure accurate/timely completion of work performed.
• Assist with various program offerings; to include program enrollments, removals and payment verifications. This includes but is not limited to VGP and On-Bill Financing.
• Assist with the disbursement and receipt of equipment.
• Assist with troubleshooting minor issues related to fiber, as needed.
• Assist with clerical duties such as printing, sending computer-generated notices, creating mail merge files for letters as required by ordinance, and assisting with mailings as the need arises. Serve as a back-up for Customer Support Specialist.
• Gather, assemble, tabulate, proof, extend, balance, summarize, and post fiscal and related data; make involved mathematical computations (including calculating interest and manually calculating customer billings).

• Educational requirements include a high school diploma or equivalent. Certification, training or degree in accounting or related field preferred.
• Minimum of three years’ related experience.
• State of Michigan Vehicle Operator’s License
• Ability to interpret basic accounting and banking practices and to learn and follow accounting and billing clerical procedures.
• Thorough knowledge of office practices, systems, procedures and equipment, including but not limited to photocopiers, multi-line phone systems, e-mail and internet use.
• Ability to perform mathematical computations rapidly and accurately.
• Ability to detect errors, determine cause and make corrections.
• Possess excellent verbal and written communication skills including spelling and grammar.
• Demonstrated ability to be detail oriented, accurately manage multiple tasks and stay organized.

• Be part of a mission-driven organization that directly impacts the Traverse City community.
• Enjoy a collaborative, supportive work culture with a strong focus on employee well-being.
• Competitive compensation and benefits including health insurance, 100% employer paid dental and vision insurance, 10% employer contribution to a 457 deferred compensation retirement plan, and a defined benefit pension retirement plan.
• Opportunities for professional development and growth.

Hourly rate $24.49 - $36.74, dependent on education and experience. To view a detailed job description, additional minimum qualifications, and  (Use the "Apply for this Job" box below). The position is open until filled.

TCL&P is an Equal Employment Opportunity Employer

A diverse team makes a strong team. As an Equal Employment Opportunity employer, we are strongly committed to creating a dynamic and equitable workforce that mirrors the community and world that we serve. TCL&P encourages people from all backgrounds to apply.

Customer Service, Utility, Electric, Fiber