American States Utility Services Customer Service Representative I (2B.18) in BIG BEAR, California

Customer Service Representative I (2B.18)

Location: BIG BEAR, CA (BVES)

Pay range: 34,850-52,349

Job Code: 2B.18

Description

POSITION DEFINITION: This is an entry level position with responsibilities for handling customer requests, inquiries and complaints. As a professional service provider, the CSR interacts with BVES customers to provide them with information and address their needs either in person or through the telephone.

ACCOUNTABILITY

The incumbent is accountable for ensuring timely intervention on all customer service procedures and policies. This include the responsibility to investigate and resolve escalated and complex customer concerns and successful collaboration with internal and external resources. The CSR is responsible for embracing new technologies, striving always to produce process improvements and to meet all goals and deadlines. The incumbent is skilled in the ability to be accountable, answer questions, and find solutions for customer and billing issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Handles customer inquiries in accordance with the company’s guidelines and policies

  • Responds quickly and accurately to routine customer requests, inquiries, complaints, and provides proper and timely follow-up

  • Responds to customer contacts in person, by telephone or via written correspondence

  • Provides accurate and timely information in reply to customer’s questions, service requests, or complaints. Familiar with basic aspects of customer service including billing, payments, credit arrangements, adjustments, service requests, meter information, rate schedule changes, engineering and construction activities

  • Efficiently utilizes the Oracle CC&B CIS system to update customer information, create new accounts, generate and complete field activities, review meter reads in preparation for billing, and post customer payments

  • Performs other duties as assigned

  • Works under close supervision

Skills and Competencies

  • Familiar with MS Office Suite

  • Strong written and verbal communication skills

  • Intermediate math skills

  • Bilingual skills are desirable but not required

  • Energetic and self-motivated team player with ability to work effectively and cooperatively with team members

  • Outstanding customer service skills

  • Ability to plan and prioritize work

  • Accuracy with record keeping and strong ability to organize

MINIMUM QUALIFICATIONS

  • High school diploma or equivalent

  • Previous electric or utility industry experience preferred

  • Ability to calculate a bill based on rates

Qualities of a Successful Customer Service Representative

  • Trustworthy; strong personal integrity

  • Strong level accountability and ownership

  • Collaborative/Team oriented

  • Emotional Maturity

  • Exhibits professionalism with internal and external contacts

  • Organized with strong attention to detail and time management skills

  • High degree of initiative; self-starter

  • A responsible attitude with calmness under pressure

  • Ability to think quickly and come up with solutions

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, or competencies associated with this job.

The responsibilities of this position will involve access to information that may be considered confidential, private and sensitive. Therefore, the individual filling this position will be required to both allow and pass a background check.

NOTE: Reasonable accommodations will be made to enable individuals with special needs to perform the essential functions.

May include but not limited to standing, walking, bending, pulling and/or pushing, grasping, lifting, reaching, stooping and crouching, color determination, typing, sitting, reading, speaking and listening.