American States Utility Services Customer Service Specialist (1B.18) in BIG BEAR, California

Customer Service Specialist (1B.18)

Location: BIG BEAR, CA (BVES)

Pay range: 42,290-67,659

Job Code: 1B.18

Description

POSITION DEFINITION: Customer Service Specialist (BVES)

The Customer Service Specialist assists with the coaching of customer service representatives in all aspects of their jobs to ensure high quality customer service in order to meet the expectations of customers. As a Customer Service Specialist, the incumbent has direct responsibility of resolving challenging customer billing issues and customer escalations.

The incumbent’s role as a Customer Service Specialist is to ensure BVES customer service procedures are accurate, and make recommendations for business process improvements. Key to this position is the ability to perform administrative support of the Company’s CC&B billing system with attention to detail and effective time management skills under minimal supervision.

ACCOUNTABILITY:

The incumbent is accountable for ensuring timely intervention on all customer service procedures and policies. This includes the responsibility to investigate and resolve escalated and complex customer concerns and successful collaboration with internal and external resources. The Specialist is also responsible for embracing new technologies, striving always to produce process improvements and to orchestrate these changes with the team in order to meet all goals and deadlines.

The Specialist works closely with other BVES departmental staff and other persons/teams in the General Office to ensure timely and accurate communication transactions. The incumbent is skilled in the ability to be accountable, answer questions, compile supporting data, and find immediate solutions for customer and billing related issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Expert in all aspects of customer service including billing, payments, credit arrangements, adjustments, collections, service requests, customer call backs, rate schedule changes, meter information, and field activities.

  • Resolves customer escalations, as necessary.

  • Provides support of the Company’s Oracle CC&B billing system to ensure integrity for billing and customer service activities.

  • Troubleshoots complex customer requests and billing issues.

  • Works with Superintendent to track resolution of CPUC informal complaints.

  • Assists Superintendent with audit and reporting functions, as required.

  • Facilitates core and on-going training and coaching for Customer Service Representatives.

  • Assists with call handling quality reviews for Customer Service Representatives.

  • Performs billing functions such as net metering, handbills (A4 & A5), mobile homes, cancel/rebills, cash, and report processes.

  • Oversees CARE program applications to include qualifications, re-qualifications, and random selection.

  • Assists with alternative payment forms, such as, Automated Clearing House, Electronic Funds Transfer, CheckFree and KUBRA.

  • Performs other duties as assigned.

  • Works under general direction.

Competencies and Skills:

  • Strong communication, interpersonal abilities and emotional intelligence are needed for managing escalated customer situations

  • Demonstrated service leadership skills and accomplishments in encouraging others such as frontline employees to complete tasks

  • 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

  • Excellent 'people skills' for building relationships with colleagues at all levels

  • Strong organizational and decision-making skills

  • Accuracy with record keeping and strong ability to organize

EDUCATION AND EXPERIENCE

  • High School diploma or equivalent

  • Three (3) years of electric utility customer service experience with one (1) year as a CSR II preferred or five (5) years customer service experience with lead representative utility experience preferred

  • Experience with Oracle’s Customer Care and Billing software is highly desirable

  • Proficient in troubleshooting complex billing issues in Customer Information Systems

  • Familiar with CPUC rules and regulations as they pertain to customer service

  • Ability to calculate a bill based on rates (intermediate math skills)

  • Excellent written and verbal communication and interpersonal skills

  • Proficient in MS Office (Word, Excel, PowerPoint)

  • Utility experience preferred

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, climbing, walking, lifting, bending, pulling and/or pushing, grasping, reaching, stooping and crouching, sitting, typing, walking, reading, writing, color determination, speaking and listening for extended periods of time.

Must be able to work a flexible schedule, as needed, that includes evenings/weekend storm coverage and early shifts (7:30 AM start time)

Qualities of a Successful Customer Service Specialist

  • Trustworthy; strong personal integrity

  • Ability to motivate people

  • High level accountability and ownership

  • Demonstrated impact and influencing skills

  • Strong written and verbal communication skills

  • 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