Customer Service Representative I

Salary: Range 30, ($34.14 - $41.49/hour)

Employment Status: Regular, Full-Time, Non-Exempt Position

Benefit Package: Regular, Full-Time Employee Benefits

Schedule: 4 x 10, Monday through Thursday

Reports to: Customer Service Manager

To Apply: Visit https://www.epud.org/about-us/careers/ to complete the online application and submit the following documents 

• Resume  
• Veterans’ Preference Form, if applicable

Culture and Environment:

At Emerald PUD, we take pride in delivering electricity to approximately 23,000 meters that serve our customers and communities, with safety and reliability as our top priorities. We were founded on the idea that employees should own part of the decision-making process and have upheld that value over the years. We strive to create an environment where employees are empowered to do what is right for both the utility and our customers. We are a small and nimble team that can adapt quickly when conditions change, and we get the opportunity to wear many hats and collaborate with other departments and employees on a regular basis. We offer a strong compensation and benefits package and continuously look for ways to help our employees create and maintain a healthy work/life balance.

Core Values:

Service

• We’re motivated to serve others.
• We care about the local community.
• We improve the lives of those around us.

Flexibility

• We're willing to step into other roles.
• We adapt quickly.
• We’re responsive to the needs of others.

Empowerment

• We’re trusted to do what’s right.
• We take responsibility for our actions.
• We learn from our mistakes.

Reliability

• We do what we say we’re going to do.
• We’re always willing to pitch in.
• We’re there when others need us.

Safety

• We never forget the risk in our industry.
• We watch out for each other.
• We speak up.

Job Summary:

A Customer Service Representative plays a key role in Emerald’s commitment to being a customer partner. This position is responsible for identifying and evaluating each customer’s needs and determining what is necessary to meet their expectations. This includes assisting external customers with questions regarding payments, billing history, starting or stopping service, disconnected power, and power outages. This position works with multiple departments, employees, and customers on a daily basis which requires the ability to multi-task, collaborate, manage time well, and communicate effectively. These functions ensure all tasks are completed accurately and efficiently, accurate bills are generated, and customer requests are resolved in a timely manner.    

Duties and Responsibilities:

Amount of time working in each function may vary.  It is expected that the amount of time spent performing each function will fluctuate as needed for an employee to successfully manage their schedule.

1.     Customer Service and Communication- Provide exceptional service to both internal and external customers on a daily basis to ensure expectations are met or exceeded. Listen, empathize, and adjust communication to fit customers’ needs. Identify reasonable solutions that work well for both the customer and the utility. Communicate in a friendly and professional manner. Utilize patience and understanding when working with angry or upset customers in order to effectively deescalate the situation and resolve their grievance or complaint. Look for opportunities to enhance the customer experience in order to help build Emerald’s brand as a trusted advisor and provider of choice.

2.     Customer Support- Assist customers with making cash, check, and credit card payments and opening and closing accounts on a daily basis. Address customer inquiries on service policies, high bill inquiries, deposits, and billing requirements on a regular basis. Process adjustments, transfers, collections, bankruptcies, and returned checks as needed. Complete transactions accurately and timely in order to ensure accurate billing statements. Communicate billing and payment options to meet individual customer needs. Establish effective payment arrangements on past due bills and educate customers on energy assistance programs in order to prevent disconnection of service. Receive, answer, and resolve customer questions and concerns regarding power outages.

3.     Work Management- Balance the flow of incoming calls, tasks, and projects every day by managing time effectively and efficiently.Embrace the culture of empowerment by using sound judgment, thoroughly reviewing and analyzing problems, making reasonable recommendations, and developing alternate solutions when necessary. Work independently, take ownership of assignments, and follow through to ensure projects and tasks are completed on time and in a thorough manner. Take initiative to solve problems and explore opportunities to increase efficiencies. 

4.     Team Contribution- Constructive, collaborative, and effective communication with other team members is crucial in meeting department expectations and goals. Provide support to other members of the department by completing assigned tasks on time, communicating and adjusting priorities to meet department needs, and looking for opportunities to help others. Utilize standard processes and tools to ensure efficient operations across the department. Cooperate and keep an open mind when working with others, and focus on developing a strong working relationship with coworkers.   

5.     Computer and Technology Use- Utilize computer systems and programs to gather and analyze data on a regular basis.  Help generate meaningful information to assist with decision making, increase efficiency, and maximize productivity.  Be receptive to opportunities and changes involving new technologies and procedures. 

6.     Perform other duties as assigned related to the job.

Job Skills:

1.     Establish and maintain effective customer relations and respond to customers in a professional manner.

2.     Communicate effectively in person and by phone.

3.     Adhere to the strictest standards of confidentiality.

4.     Pay close attention to details and process transactions accurately.

5.     Exercise efficient time management, self-motivation, initiative, resourcefulness and organization.

6.     Demonstrate the ability to use sound judgment when faced with problems or addressing confidential customer situations.

7.     Demonstrate a thorough understanding of computer systems and programs.

8.     Collaborate across departments including with peers, customers, and external stakeholders.

9.     Willing and able to learn new concepts and adopt alternative techniques within the rapidly changing utility industry.

Experience:

1.     Minimum 3 years of experience providing professional customer care and support that includes administrative duties and responsibilities. 

2.     Minimum 1 year of experience working directly with customers and using independent decision making to resolve complaints. 

3.     Minimum 1 year of experience working with sensitive, confidential customer data, such as credit history, financial information, and personal information. 

4.     Minimum 1 year of experience working with a customer data system, calendar tool, and word processing. 

5.     Experience processing and balancing cash transactions is strongly preferred.

6.     Bilingual in English and Spanish is preferred.

Education:

1.     Must have high school diploma or equivalent.

Working Conditions and Physical Demands:

1.     Prolonged periods sitting at a desk and working on a computer.

2.     Use of office equipment where some agility and hand-eye coordination is needed. 

3.     Some physical effort, such as light lifting, carrying, or movement, is needed.

4.     Office environment can include shared workspaces and exposure to consistent or frequent noise from employee conversations.

5.     Must be willing to work over the regular 40 hour/week schedule, and be willing to be called out for service in the event of a power outage or other emergency.

Ongoing or Recurring Tasks and Projects:

The following is a list of ongoing or recurring tasks and projects to help demonstrate what a normal workday might look like and what the overall workload might include. 

Daily

• Provide customer support throughout the day by answering calls and emails.
• Greet customers at the public access window and help resolve their inquiries.
• Process in person payments at the customer access window.
• Process autopay payments.
• Process returned payments.
• Collaborate with other customer service team members to ensure daily work is complete.

Weekly

• Review billing reports, payment recap reports, and meter data reports for accuracy and ensure items are complete.
• Ensure all returned mail and message delivery systems are up to date.
• Complete theaccountcollections process, which includes running and reviewing the delinquency report to determine disconnection of service and then overseeing the reconnection process.

Monthly

• Ensure monthly task reports are reviewed for accuracy and documented for the audit team.

Note: This description is intended to represent the key areas of responsibility. It is not meant to be all inclusive and does not prescribe or restrict the work that may be assigned. Nothing in this description restricts EPUD’s right to assign or reassign duties and responsibilities to the job at any time. Job descriptions may occasionally be updated, as necessary, to reflect evolving business needs.