CPB Customer Service Representative

Cullman Chamber; Cullman, Northern (AL, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

The Cullman Power Board is seeking a Customer Service Representative (CSR) to serve as the primary contact for customers, handling account services, billing inquiries, and service requests in person, by phone, and by email.

This role requires a professional demeanor, sound judgment, and strong attention to detail, as the CSR directly represents the Utilities Board’s commitment to reliable, respectful customer service. A minimum of two years in customer service is required.

Qualifications

• Education: A High School diploma or GED is required; an Associate's degree or higher is preferred.
• Experience: A minimum of two (2) years of similar or related customer service experience is required.
• Experience in financial/banking or utility sectors is preferred but not required.
• Ability to work well with internal and external customers.
• Ability to build and maintain relationships with customers and co-workers.
• Excellent time-management, planning, and organizational skills.
• Excellent oral and interpersonal communication skills.
• Proficient Windows PC skills.

Responsibilities

• Handle customer service inquiries from walk-in and call-in customers, as well as email requests, with a professional and friendly attitude.
• Establish and maintain customer accounts; monitor and ensure accuracy of account information; process start/cancel/change service requests.
• Obtain information to begin/discontinue service; verify credit and deposit information.
• Participate in collection and disconnection processes per company rules.
• Review write-off files to determine debt; discuss repayment with applicants.
• Contact coworkers to assist with investigations, meter readings, or disconnections.
• Follow supervisor directions; attend required trainings; six-month progress review.
• Maintain knowledge of penalty due dates and billing cycles.

Skills

Customer collaboration

Relationship building

Time management

Oral & interpersonal communication

PC proficiency

Education

High School diploma or GED

Associate's degree or higher preferred

Job description

The Customer Service Representative (CSR) is the primary point of contact for customers of Cullman Power Board, handling account services, billing inquiries, and service requests in person, by phone, and by email. This role requires a professional, courteous demeanor, sound judgment, and strong attention to detail, as the CSR directly represents the Utility Board's commitment to reliable, respectful customer service.

Essential Qualifications

Education: A High School diploma or GED is required; an Associate's degree or higher is preferred.

Experience: A minimum of two (2) years of similar or related customer service experience is required. Experience in the financial/banking sector or a utility sector (power, telecommunications, internet, gas, water, etc.) is preferred but not required.

Knowledge, Abilities, and Skills:

Ability to work well with internal and external customers

Ability to build and maintain relationships with customers and co-workers

Excellent time-management, planning, and organizational skills

Excellent oral and interpersonal communication skills

Proficient personal computer skills in a Windows-based environment

CSR Responsibilities

Handle customer service inquiries from walk-in and call-in customers, as well as email requests, with a professional and friendly attitude.

Establish and maintain customer accounts; monitor and ensure the accuracy of account information on an ongoing basis; process requests to start, cancel, or change service.

Obtain required information from customers to begin or discontinue service; verify credit and deposit information.

Participate in the collection and disconnection process in accordance with company rules and regulations, as directed.

Review write-off files to determine whether applicants owe a prior debt, and discuss repayment of any outstanding balance with the applicant.

Contact co-workers by telephone, email, or other means to assist with customer complaint investigations, meter readings, and meter sets/disconnects.

Follow all directions and job duties as indicated by supervisor; remain receptive to all required training and education. Performance will be evaluated at six months to confirm satisfactory progress.

Maintain working knowledge of all penalty due dates and the billing cycle.

Professional Conduct & Performance Expectations

Because CSRs represent Cullman Power Board directly to the public, employees are expected to maintain good standing in the community and uphold high ethical standards in both their professional and personal conduct.

Front-line staff will occasionally encounter customers who are frustrated or difficult. Employees are expected to remain composed, courteous, and professional in all interactions.

Professional business attire is required at all times; casual wear (including jeans, unless approved by management for a special occasion) is not permitted in the office.

This role is primarily desk-based and performed in an office setting. Employees are expected to keep their workspace organized, safe, and orderly. Occasional travel to training seminars, webinars, or off-site meetings is required.

References and previous employment will be verified.

A pre-employment drug test is required for new hires; all employees are subject to random drug testing.

Residency Requirement

Due to the health, safety, and public welfare needs of Utility Board customers, employees must maintain a reasonable proximity to their assigned reporting location to ensure timely response when needed.

The Utilities Board of the City of Cullman is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or any other status protected by applicable law.