Customer Service Representative

PLEASE NOTE: This posting is not to fill an immediate need, but rather to build a pipeline of qualified candidates for future opportunities.

A career in Customer Service will provide the opportunity to support customer inquiries. This typically includes ensuring that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, in a timely manner and in accordance with the consumer laws.

Roles within Customer Service are responsible for providing the best possible service in relation to billing inquiries, credit and collection, customer financial assistance programs, service requests (usually related to gas turn-ons), suggestions, complaints, customer verification, as well as social media interactions. This includes ensuring accurate information is relayed at the call centers and customer service walk-in centers. The team is responsible for tracking BPU complaints and other mandated customer experience metrics.

PLEASE NOTE: This posting is not to fill an immediate need, but rather to build a pipeline of qualified candidates for future opportunities.

Days & Hours: New hires into this position may be required to work 8 or 10-hour schedules with start times determined at the discretion of the company. Employees in this role may be required to work Saturdays.

Pay Rate - $20.13

Essential Functions

Addresses and responds to all customer inquiries.Utilizes Company Systems to complete transactions needed to maintain and establish customer account and billing records.Provides overall satisfactory customer service experience.Answer all customer inquiries; in person, verbal, and written in accordance with Company and BPU policies.Process To Do types as described in the company’s internal CIS system.Prepare transactions needed to establish and/or update customer account/ billing record, meter and service work order activity, gas leaks, merchandise loans, deposits and budgets.Address and respond to incoming correspondences.Discuss with customers collection activity, payment arrangements, assistance programs, and overdue balances. Process, post, and balance incoming customer payments. Assist in training of other Customer Representatives as directed by Supervision.Perform other customer service and clerical related duties as required by Supervision.

Required Background

High School DiplomaApplicants must pass basic skills test Preferred Background:

Call center experiencePrior job experience meeting KPIsBilingualIndustry Experience: Banking, Mortgage, Utility, Medical Administration, Dispatcher, MilitaryRequired Skills:

Hard SkillsMicrosoft OfficeAbility to operate multiple systems at onceCritical Thinking skillsSoft SkillsAbility to deal w/ general publicAbility to answer questions and resolve issues quicklyDe-escalation skillsAbility to function in high pressure environmentAbility to process and retain a lot of informationExceptional organizational skillsAbility to work in team environmentAbility to work “in the gray”Preferred Skills/traits:

Self-sufficientIndependentResourcefulComfortable adhering to a schedule where every minute is accounted for