Customer Service Representative

Holland Board of Public Works; Holland (MI); On-site; USD 40,000 - 52,000; Full time

Job summary

Holland Board of Public Works in Michigan seeks a Customer Service Representative to assist customers, manage accounts, and handle billing inquiries across in-person, phone, email, and online channels.

The role requires strong communication, data entry speed, and proficiency with Word/Excel, with optional bilingual English/Spanish. Responsibilities include processing payments, resolving billing questions, and maintaining professional public relations.

Qualifications

• High school diploma or equivalent required.
• WorkKeys assessments: Applied Math – 3, Graphic Literacy – 4.
• Excellent telephone and interpersonal skills.
• Ability to deal effectively with the public and coworkers.
• Working knowledge of Word and Excel.
• Ability to work under pressure and enter data quickly (10-key).
• Preferred bilingual English/Spanish.

Responsibilities

• Respond to customer inquiries and requests for service.
• Explain and answer questions on utility bills and rate schedules across channels.
• Perform data entry for billing, deposits, and rate calculations.
• Analyze customer utility usage and process service orders.
• Receive payments and balance cash drawer.
• Perform credit and collection activities.
• Utilize customer information systems and portals.
• Guide calls to appropriate departments and maintain a professional image.

Skills

Telephone skills

Interpersonal skills

Customer service

Data entry speed

WorkKeys Applied Math 3

WorkKeys Graphic Literacy 4

Public interaction

Education

High school diploma or equivalent

Associate degree or equivalent education and experience

Tools

Microsoft Word

Microsoft Excel

Customer Information System

Residential Customer Portal

Business Customer Portal

Credit Card Processing

Electronic Service Order System

AMI/MDM Systems

Job description

Job Summary: This position is responsible for serving customers and maintaining customer accounts.

• Respond to customer inquiries and requests for service.
• Explain and answer questions on utility bills and rate schedules via all communication platforms (face-to-face, telephone, email, online, etc.).
• Perform data entry for utility billing, deposit accounting and rate calculations.
• Perform customer utility usage analysis.
• Process service orders.
• Receive and process payments made on BPW invoices.
• Balance cash drawer.
• Perform credit and collection activities.
• Understand and utilize customer-based software systems including, but not limited to:Customer Information System
• Residential Customer Portal
• Business Customer Portal
• Credit Card Processing
• Customer Screening Tools
• Electronic Service Order System
• AMI/MDM Systems to verify customer data and perform remote action.
• Direct general BPW calls to appropriate departments when necessary.
• Promote favorable public image and maintain a professional and positive attitude.
• Assist Customer Programs Coordinators as needed.
• Perform all other tasks as assigned.

Essential Qualifications

• High school diploma or equivalent.
• Effective workplace mathematical and information locating skills as demonstrated through WorkKeys assessment (Applied Math – 3, Graphic Literacy-4).
• Excellent telephone and interpersonal skills.
• Ability to deal effectively and respectfully with the general public and coworkers.
• Working knowledge of Microsoft Word and Excel.
• Ability to work under pressure.
• 10-key pad experience and ability to enter data quickly and accurately.

Preferred Qualifications

• Bilingual: English/Spanish is preferred.
• Associate degree or equivalent education and experience.
• Strong workplace skills as demonstrated through WorkKeys assessments (Applied Math – 5, Graphic Literacy – 5, Workplace Documents – 5).
• Prior utility customer service experience (electric, cable, telecom, refuse)

Physical Requirements & Working Conditions

• Normal office environment with minimum discomfort due to noise, dirt and dust.
• Must be able to sit for long periods of time.
• Mental ability to frequently handle pressures related to working on multiple projects requiring attention to detail.
• Must be able to work after hours for emergency situations.

Employment will be contingent upon favorable results of a background check, pre-employment physical and drug screening.Given our safety-sensitive industry, our workplace is alcohol and drug free (including marijuana and THC items).

• This job description is intended to describe the general nature and level of work being performed by a person assigned to this position. It is not to be construed as an exhaustive list of all job duties assigned to or required of this position.