Customer Service Representative

Decatur Utilities; Decatur (AL); On-site; USD 35,000 - 45,000; Full time

Job summary

Decatur Utilities seeks a Customer Service Representative to join the Customer Service department at the Main Office. This full-time role supports utility services, account records, and responsive customer care.

Primary duties include handling orders for service changes, setting up new accounts, addressing complaints, and guiding customers to financial assistance when needed. Strong communication and Microsoft Office skills are essential.

Qualifications

• High School Diploma or GED equivalent; minimum 2 years related work experience.
• Above average communication to assist customers in a positive and professional manner.
• Ability to communicate clearly with customers who do not speak English fluently.
• Proficient in Microsoft Office Suite and NiSC CIS modules.
• Ability to read and comprehend routine business documents.

Responsibilities

• Communicates with customers by phone or in person and processes service orders.
• Determines deposits and fees or letters of reference and prepares references.
• Refers complaints to the appropriate DU representative.
• Sets up new accounts and adds services for meter information.
• Responds to complaints with possible solutions.
• Maintains updated information on customer accounts.
• Processes charity payments.
• Directs customers to agencies offering financial assistance when needed.
• Processes paperwork for engineering on construction and service connections.

Skills

Communication

Customer service

English proficiency

Problem solving

Data entry

Microsoft Office

Excel

Word

Outlook

Teamwork

Education

High School Diploma or GED

Tools

NiSC CIS modules

Internet Explorer

Microsoft Access

Job description

Customer Service Representative

Department: Customer Service

Employment Type: Full Time

Location: Main Office

Description

Provides customer assistance for utility services and records and maintains customer account information by performing the following duties.

Key Responsibilities

A commitment to safety, providing reliable utility services, protecting public health and providing excellent customer service are the responsibilities of all job positions at Decatur Utilities. We believe that teamwork, open communication, honesty, integrity,fairness, diversity and respect for each other are essential traits to perform all job duties.

• Communicates with customers by phone or in person and receives orders for installation, turn on, discontinuance or change in service.
• Determines deposit and fee required or verifies letters of reference from other utilities and prepares letters of reference for customers.
• Refers complaints of service failures, such as power outages, to appropriate DU representative.
• Sets up all new accounts and adds services so that meter information can be added.
• Responds to customer complaints in a positive manner suggesting possible solutions or reasons for abnormal conditions.
• Responsible for maintaining updated information on customer accounts.
• Processes charity payments.
• Refers customers with whom no agreement can be reached to appropriate DU representative or agencies offering financial assistance.
• Processes paperwork for engineering on construction, new services, disconnects and gas, water, wastewater, and electric service connections.

Skills, Knowledge & Expertise

• High School Diploma or GED equivalent. Minimum 2 years additional related work experience.
• Above average communication is required to effectively assist customers in a positive and professional manner.
• Must be able to communicate clearly to customers who do not speak English fluently.
• Ability to handle difficult customer situations.
• Ability to read and comprehend routine business documents.
• Ability to prepare routine reports and business correspondence.
• Ability to effectively interact and communicate one-on-one with co-workers and supervisors to respond to questions and resolve customer service issues.
• Proficient in Microsoft Office Suite (Microsoft Outlook, Word, Access & Excel) and NiSC CIS modules as required to perform job tasks. This includes using software applications for email, word processing, database tracking and spreadsheet applications and using Internet Explorer to navigate online Employee Self Serve webpage for personal payroll, benefit and employee information. Other office skills include ability to use copier, scanner, fax and calculator.
• Ability to use mathematical concepts such as addition, subtraction, multiplication, division, fractions, decimals, percentages and averages and apply to practical business situations.
• Ability to apply some judgment to carry out detailed and well-established procedures and methods, such as completing detailed forms and recording complex data.