Customer Service Representative
Listed on 2026-01-30
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Customer Service/HelpDesk
HelpDesk/Support, Bilingual, Customer Service Rep
Location: TRAVERSE CITY, MI
Openings: 1
Wage Range: $50,939 - $76,419
Description: Traverse City Light & Power (TCLP) is a municipally owned electric and telecom utility serving approximately 13,000 electric and 3,000 fiber customers. With a team of 55 dedicated employees, TCLP is committed to delivering reliable, innovative, and community-focused services to the residents and businesses of Traverse City.
Position OverviewTCLP 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.
Why TCLP?- 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 is $24.49 - $36.74, dependent on education and experience.
Submission
Note:
The following paragraph appears as a residency requirement in the original description. If this needs removal, it can be omitted: Employees shall maintain a permanent and bona fide residence in a location that allows for a response time to the Service Center within no more than 60 minutes under normal driving circumstances within 6 months of employment.
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.
Job Description
Supervised By
:
Customer Service Supervisor
Supervises
:
None
Status
:
Non-Union
Non-Exempt
- 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 TCL&P 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).
- Use a variety of office machines including, but not limited to a computer, copy machine, check imaging machine, scanner, and calculator.
- Utilize various computer applications and software packages; enter and maintain data; generate reports from a database or network system; create documents using word processing or spreadsheet software.
- Establish and maintain effective relationships and use good judgment, initiative and resourcefulness when dealing with customers, vendors, employees, Board members, professional contacts, elected officials, and the public.
- Provide training as needed and/or directed.
- Attend safety and other meetings as required.
- Position is…
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