Customer Service Representative

Alaska Power

Alaska

On-site

USD 38,000 - 48,000

Full time

2 days ago

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Benefits offered by this job

Life insurance

Disability insurance

Pension plan

401(k) matching

Paid time off

Paid holidays

Supplemental life insurance

Spouse and child life insurance

Supplemental accidental death and dism

Job summary

CVEA is seeking a Customer Service Representative to handle customer inquiries, processing of electric service requests, billing adjustments, and outage coordination. The role emphasizes accuracy in cash handling, record keeping, and fast, courteous service to members.

The position requires strong communication skills, basic accounting, and the ability to work across departments while adhering to safety and confidentiality standards. Alaska-based travel may be involved.

Qualifications

A high school diploma or equivalent is required.
Two years of general office experience to include telephone and in-person reception, filing, knowledge of office machines, cash collection, and computer data entry experience. Electric utility experience is preferred.

Responsibilities

Process new customers and new requests for electric service.
Process orders for connects, disconnects, and transfers of electric service.
Create and maintain customer files and membership signature cards.
Respond to customer inquiries regarding billing and usage, and initiate required adjustments.
Prepare trouble reports from customers and route to appropriate personnel (outages, customer complaints, etc.).
Assist the Operations department in tracking new construction work and obtaining necessary documents, fees, etc.
Notify customers of scheduled outages.

Skills

Customer interaction

Organizational skills

10-key data entry

Written and verbal communication

Education

High school diploma or equivalent

Two years general office experience

Tools

Office equipment

Job description

CVEA’s Customer Service Representative accurately collects and accounts for cash receipts, provides courteous and prompt service to customers in all correspondence, relays radio and telephone communications to appropriate personnel in a timely manner, and ensures that rules, regulations, and other Cooperative policies are consistently and equitably applied on behalf of all members.

Essentially Functions and Responsibilities

The Customer Service Representative performs all essential functions and responsibilities in a safe and efficient manner using the industry’s best practices. In addition to the specific functions described below, the essential functions of this position also require attendance at all assignments and job sites and the ability to understand and adhere to all safety standards. If requested, reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Customer Service

Process new customers and new requests for electric service
Process orders for connects, disconnects, and transfers of electric service
Create and maintain customer files and membership signature cards
Respond to customer inquiries regarding billing and usage, and initiate required adjustments
Prepare trouble reports from customers and route to appropriate personnel (outages, customer complaints, etc.)
Assist the Operations department in tracking new construction work and obtaining necessary documents, fees, etc.
Notify customers of scheduled outages

Cash Accounting

Receive and process cash receipts
Balance cash received with remittance receipts
Prepare cash sheets
Balance cash drawer
Key and edit daily cash receipts, post amounts to customer accounts, review
error reports, and correct errors
Maintain log of other accounts receivable
Balance and true-up petty cash
Create and maintain yearly cash sheet files

Collection Responsibilities

Identify and pursue accounts requiring collection efforts
Perform oral and/or written notice of non-pay disconnect and maintain records documenting disconnection efforts
Prepare door-knocker notices for line crew as appropriate
Maintain file for deferred payments and monitor payment due dates
Identify special billings and route to the appropriate party
Check accuracy of new accounts for the appropriate fees and identification
Apply fees and deposits to accounts
Print meter reading sheets for the line crew
Key and edit meter reading data, post, review error reports, request re-reads, and correct any errors
Check estimated readings for reasonableness
Force daily reads for meters listed on the Missing Read report
Notify customer of either high/low usage and document their file

Communication Responsibilities

Perform receptionist duties including internal and external communication via telephone, email, Teams, and in-person, referring customers and visitors to appropriate personnel
Operate two-way radio, dispatching outages and other information of an operational nature and assure that radio is monitored
Prepare outage reports for the line crew.
Supply night dispatch with current list of non-pays

Confidentiality

Maintain confidentiality in processing, distribution, and retention of documents both within and outside the Cooperative
Practice the ‘need to know’ rule with respect to confidential documents
Confidential documents may pertain but are not limited to items of the following nature
a. Certain financial information
b. Information concerning legal standing, threatened or pending litigation, or legal actions
c. Collection information or status of a current or former member

Other

Follow office opening and closing procedures and ensure office security
Maintain streetlight maintenance log and initiate streetlight service orders to line crew, follow up with Operations Manager if not repaired promptly, then route to Senior Accountant for billing
Route capital credit address updates for closed accounts to Senior Accountant
Assist with registration and other annual meeting duties as required
Assist with apartment scheduling when needed
Any other duties as assigned

Job Related Qualifications

Education/Experience

A high school diploma or equivalent is required.
Two years of general office experience to include telephone and in-person reception, filing, knowledge of office machines, cash collection, and computer data entry experience. Electric utility experience is preferred.

Certification/Licenses

A valid Alaska Driver’s License is required.

Knowledge/Skills/Abilities

The Customer Service Representative must demonstrate and carry out the following:

Ability and confidence necessary to effectively deal with a variety of people under difficult circumstances
Must possess organizational skills to enable completion of numerous simultaneous tasks in an efficient and effective manner
Apply proficiency in computer data entry and 10-key operation
Possess effective written and oral communication skills

Physical Activities and Demands:

This position is considered a light work position. In order to complete the essential functions, the Customer Service Representative will be required to perform the following:

Constantly (C) Frequently (F) Occasionally (O) Seldom (S)

Utilization of all standard office equipment (C)
Analyze and evaluate information (C)
Sit for extended periods while driving, attending meetings, or performing desk and computer work (F)
Standing for extended periods while working at the front desk (F)
Visual necessity to utilize office equipment, verification of data entry, reconciling information, account coding, read reports and other documentation pertinent to the CSR functions, and mobility to communicate with other departments, access supplies and equipment (C)
Dexterity to access and file physical documents, sort and collate papers, grasp standard office items, and writing to facilitate position requirements (C)
Verbal communications when attending group meetings, conducting business via phone, in-person, and/or videoconference (C)
Lifting and carrying up to 50 pounds (S)

Work is primarily located indoors, in an enclosed office. Environmental conditions may change slightly with respect to heat, cold, fumes, dust, or ventilation but are
typically maintained at regular office conditions. Occasionally, subject to extreme cold and slippery surfaces while attending meetings in the winter.

Travel Requirements

Position responsibilities may occasionally require the CSR to drive between CVEA’s Copper Basin and Valdez Districts on scheduled and unscheduled occasions. Travel is also required within Alaska as well as out of state for conferences, training, and business meetings. On most occasions, travel outside CVEA’s service territory will require overnight stays.

Complete achievement of certain requirements herein may not be required if, in the opinion of the CVEA hiring supervisor, a particular candidate possesses significant offsetting characteristics, such as past accomplishments, experience, education. Should an applicant be deficient in certain educational achievements, offsetting experience may be substituted or vice versa.

Other Job Duties

CVEA reserves the right to revise or change the position authorities and responsibilities as the need arises with or without advance notice. This position description does not constitute a written or implied contract of employment.