Customer Service Representative I-IV

Customer Service Representative I-IV

The purpose of this job title is to orient, train and evaluate qualified individuals who exhibit an aptitude, ability and desire to work with the public in a customer service capacity within an electrical utility. This is a starting, entry level job title for the Customer Service Representative Career Ladder and subject to General Work Provisions of the Collective Bargaining Agreement. A CSR I is expected to become knowledgeable of Grant County PUD, its customers, Customer Service Policies and working procedures.

Must demonstrate proficiency in the following essential functions :

• Ability to identify and understand all account types.
• Ability to accurately create a new account.
• Ability to verify a customer's credit worthiness and determine applicable deposit requirements.
• Ability to accurately update account information.
• Ability to understand and access a customer's financial history, billing data and explain to a customer.
• Ability to access and understand customer meter data and whether their meter is on or off.
• Process a customer's move in / move out for appropriate premises.
• Ability to process customer payments which includes cash handling, on line payments and remittance exceptions.
• Ability to handle pay plans with a customer per credit and collection guidelines.
• Ability to perform balancing procedures which includes researching and processing overages and shortages.
• Ability to turn on and / or turn off a remote meter in the CIS and / or metering head-end system.
• Understanding of cash batch processing which includes researching payments and archiving cash batches.
• Basic knowledge of the timeline for billing, collection, severance, write-off and assigning and understanding the boundaries of each step.
• Ability to manually calculate a bill (including a pro-rated bill) for residential and commercial customer classes.
• Ability to discern the types of field activities generate and dispatch field orders.
• Basic knowledge of billing adjustments and ability to waive fees within approved boundaries.
• Basic knowledge of meter reading cycles and meter reading schedule with the ability to determine approximately when a premise's meter will be read next.
• Basic knowledge of bill cycle schedules with the ability to determine when a customer will receive their next bill.
• Knowledge of budget payment program and ability to set a customer up with the recommended budget amounts per established procedures.
• Process of how to access and read routine reports / queries.

Customer Service Policy and Procedures

Customer Care

Education

Experience

Other Knowledge, Skills and Abilities

Physical Requirements

The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas.