Under direct supervision, provides leadership, oversees and directly participates in the completion of various Customer Service assignments. Supports and coordinates with supervisor specific daily functions including cashiering, meter reading exceptions, billing corrections/fees, service order closing process, credit and collections, and customer inquiries, to ensure responsiveness, professionalism, and customer satisfaction. Develops and monitors personnel with support from supervisor and provides information and assistance on personnel functions to include performance planning and appraisals, training, interviewing, counseling, and positive discipline.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Coordinates daily customer service activities and provides leadership for the team
Provides back-up coverage for supervisor
Handles difficult customer inquiries and problems
Assists in complex/political type of customer complaints and develops resolutions or compromises that will meet the customers needs and protect the financial position of the Company
Develops and is responsible for day-to-day activities and work schedule
Provides feedback by answering specific questions related to daily activities
Recommends and helps develop procedures for problem areas
Delegates special assignments and projects to team members as needed
Provides information and assistance on personnel actions including hiring, counseling, training, performance planning and appraisals
Participates in committees involving administrative issues
Participates with the Coordinates with the Customer Service Standards Committee concerning problems, enhancements, and reporting
Provides feedback to supervisor and ensures that budgetary targets are met while providing quality customer service
Assists in monitoring CSR transactions to ensure appropriate customer service quality and quantity standards are maintained
Knowledge of the full range of generally accepted principles and in-depth knowledge in all functions of the Customer Service Operations
Ability to handle recurring and/or special customer problems that require judgment and creativity
Working knowledge of all business office practices, company policies, rules and regulations and their relationship to governmental and regulatory agencies
Ability to interpret Company policies
MINIMUM EDUCATION AND/OR EXPERIENCE:
High school diploma or GED with five to seven years of experience, or equivalent combination of education and/or experience related to the discipline.
CERTIFICATES, LICENSES, REGISTRATIONS:
Must possess current, legally valid driver¿s license and meet the Company¿s driving record requirements.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence
Ability to speak effectively before groups of customers or employees of organization
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Familiarity with operation of a PC and basic word processing
ANALYSIS AND PROBLEM-SOLVING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
While performing the duties of this job, the employee is regularly required to sit, talk and listen for long periods of time. Manual dexterity required. May be required to lift/move up to 10 pounds. Vision requirements include close vision (clear vision at 20 inches or less).
Call center environment.
HS Diploma or Gen Ed Diploma
LICENSES / CERTIFICATIONS:
Driver's License (Required)
Salary Grade: G10
Minimum Midpoint Maximum
$38,002 - $50,353 - $62,703