Contact Center Representative (3770)

Huntsville Utilities; Huntsville (AL); On-site; USD 30,000 - 38,000; Full time

Job summary

Huntsville Utilities in Huntsville, AL, is seeking a customer service professional to assist customers by phone and in person with inquiries, rates, billing processes, and service requests to connect, disconnect, or modify services.

The role requires courteous communication, accuracy in handling deposits and fees, and the ability to promote available customer services programs while maintaining records of all transactions.

Qualifications

• Assists customers by phone and in person with inquiries, rates, billing.
• Communicates clearly to explain policies and service options.
• Handles requests to connect, disconnect, transfer or modify services.

Responsibilities

• Keeps customers informed on account status and billing cycles.
• Quotes deposits and fees under policy.
• Obtains information to collect debts and security deposits.
• Promotes customer services programs and options.
• Processes requests for new service and online inquiries.

Skills

Customer service

Communication

Multitasking

Tools

Microsoft Office

Word

Excel

Outlook

Job description

Huntsville Utilities offers a customer servicedriven environment, with access to industry-leading technology that supportsour employee'swork and resources to drive career advancement. Join Us at Huntsville Utilities, where our teamis customer service-driven and uniquely focused on one goal: To provide high quality, low cost, safe and reliable electric, natural gas and water service to our customers.

Compensation

Salary Range/Grade: $21.75 - $27.52

Exempt/Non-Exempt: Non-Exempt

Benefits: Yes - See Benefits Web Page

Employment Type: Full Time

Department: Customer Service

Job Statement

Uses established procedures to assist customers by phone and/or in person with general inquiries, rates, customer service programs, fees, billing processes, payment options and requests to connect, disconnect, transfer or modify services.

• Provides customers with adequate and accurate information concerning the status of their account, collection procedures, procedures/policies, billing cycles, payment arrangements, high bill inquiries, how to read meters and identify customer/account problems.
• Clarifies and handles all customer inquiries in a courteous manner to maintain and encourage customer goodwill, while promoting a positive image of Huntsville Utilities, which can include difficult or irate customers.
• Quotes residential security deposits and fees based on the Residential Deposit Policy and ensures all applications are properly completed and executed.
• Obtains pertinent information from customers in order to collect any outstanding debt owed to Huntsville Utilities. Also collects all applicable security deposits, fees and service charges prior to establishing service.
• Promotes various customer services programs and options available to fit the customer’s needs.
• Determines when adjustments or back billing may be necessary and forwards information to appropriate personnel.
• Keeps informed and updated on operating procedures and rate changes for all departments including Electric Operations, Gas Operations, Water Operations, Electric Engineering and Dispatch.
• Processes requests for new service (electric, water, gas), account information, billing history, letters of credit, etc., based on the customers’ specific needs.
• Assist with online inquiries regarding parked documents, website inquiries, how to register online and processes online requests to establish or disconnect service.
• Maintains complete and accurate records of all customer transactions.
• Assists in training personnel assigned to the section and cross trains in a variety of job functions to assist in accomplishing the work of the department.
• Provides support for Contact Center Operator.
• Performs additional duties as assigned.

Job Requirements

Additional Requirements

Equipment: Personal computer (data entry), calculator, telephone, copier. Working knowledge of Microsoft Office (Word, Excel, and Outlook).

Physical Demands/Environmental Conditions: Ability to make timely decisions and work at a fast pace due to heavy customer load. Heavy call volume generally occurs on Mondays and/or first business day following an observed Holiday. Sedentary, routine and repetitive clerical tasks in office environment; sometimes stressful.

Other: Ability to meet company standards for attendance, punctuality, reliability with limited unscheduled absences. Ability to use discretion within defined limits and able to interface with difficult or irate customers. Must have the ability to multitask assignments throughout the day. Job rotation may be required between Contact Center and Applications. Work schedule may involve coming in at alternate times based on call volume/staffing. May require overtime with minimal notice based on workload. Subject to recall during emergencies.

Assignments specific to Contact Center:

• Monitors Sinch software to ensure proper staffing of phones.
• Shift 8:00am - 5:00pm
• All telephone system calls are recorded.

Accepting Responsibility

Building and Demonstrating Respect

Communicating Effectively

Demonstrates Required Job Knowledge

Demonstrating Initiative

Displaying Confidence and Composure

Drives Quality & Excellence

Safety

Serving Customers

Education

Relevant Job Experience

Using Computers and Technology

Longevity

Huntsville Utilities is an Equal Opportunity Employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

The duties and responsibilities outlined within this job description should not be construed as a complete and exhaustive list, as it is not the intention to limit in any way the scope or functions of this position. With the advisement from the Department Head, review/analysis by Compensation Analyst and in agreement from the VP EE, HRD, or his/her designee, these duties and responsibilities may be amended from time to time by addition, deletion or modification to reflect changing circumstances or shifts in organizational requirements.