Customer Care Advisor

POSITION DESCRIPTION

Customer Care Advisor Rochester Public UtilitiesRPU, a division of the City of Rochester, MN, is the largest municipal utility in the State of Minnesota. RPU serves over 57,000 electric customers and 42,000 water customers in a 60 square mile service area, and has revenues nearing $161 million annually.Vision- "We Will Set the Standard for Service"

Our vision is based on six core values which are Safety, Integrity, Service, Stewardship, Accountability, and Skill.www.rpu.orgThe City of Rochester is committed to a community where all members feel a sense of belonging. We commit to recognizing the diversity of our community members, listening to  ALL voices and providing equitable services to create an inclusive place to live, play and work.

We believe  EQUITY should be at the center of all our work. We strive to represent our community in our teammates, as we know that diverse and inclusive teams are more innovative, and have an empowering impact on the work, progress and culture of our community.

It takes us all working together

Nature of Work

The Customer Care Advisor plays a vital role in delivering exceptional service to utility customers. This position requires the ability to manage emotionally charged and highly confrontational situations with professionalism, empathy, and composure. Advisors work in a fast-paced environment, handling a high volume of phone calls and customer transactions daily while maintaining accuracy and efficiency. Individuals in this position respond to in-person, telephone and online customer inquiries, process payments, resolve billing and credit issues, schedule and process service orders, and identify additional customer needs.

Wage range for 2025

$29.40 per hour with advancement to $36.93 after 5 years. To have your application considered in the first round of reviews, please apply before October 29, 2025.

DUTIES AND RESPONSIBILITIES

The work below is representative of the scope of work performed within this job classification. Individual job duties will vary based on work assignment or location.

• Customer Service & Account Support
• Respond promptly and professionally to customer inquiries, concerns, and complaints related to utility services.
• Process applications for new utility services and coordinate related field service requests.
• Establish accounts for new construction projects and service connections.
• Clearly explain billing procedures, credit policies, and collection processes.
• Provide accurate information regarding electric and water service details, rates, and usage.
• Participate in the creation and promotion of new products / services and prepare promotional materials
• Account Management
• Create, maintain, and evaluate customer account management processes to ensure data accuracy.
• Monitor accounts for delinquent payments and initiate appropriate follow-up actions.
• Set up, manage, and maintain optional payment arrangements or pay plans.
• Review customer credit histories to determine appropriate deposit requirements.
• Investigate irregular consumption patterns and escalate concerns for further review when necessary.
• Cash Management & Reconciliation
• Process customer payments accurately and prepare daily deposit batches for the bank.
• Reconcile customer account payments and balance accounts receivable records.
• Ensure financial transactions comply with established accounting and audit procedures.

Perform other duties as assigned or necessary

MINIMUM QUALIFICATIONS

Education and Experience

High school diploma or equivalent GED,

AND

A minimum of two (2) years' experience providing professional level customer service in a high-volume call center environment

Desirable Qualifications

Post-secondary education in business, finance, accounting, communications or related field. Preferred candidates will have additional training and experience interacting with a highly diverse customer population; ability to proficiently speak additional languages utilizing both oral and written communications.

ADDITIONAL INFORMATION

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of : office methods and procedures, telephone techniques and office equipment; English, math, spelling, punctuation, sentence structure and grammar.

Skill in : maintaining cooperative working relationships; operating multi-line telephone system; cash handling and payment processing; communicating kindly and precisely in verbal or spoken conversations as well as in written formats.

Ability to : learn and apply SAP CCS / CRM & other specialized tools specifically related to this position; exercise good judgment in analyzing transactions and determining appropriate actions; listen and respond quickly and courteously to customers' requests; meet and communicate with customers in a tactful, efficient manner either in person or over the telephone or by correspondence; enter account data into computer with accuracy; maintain composure in stressful situations; maintain confidentiality; foster and inspire teamwork; understand the business of RPU, maintain and expand knowledge of relevant utility industry issues; and operate cashiering software.

PHYSICAL AND ENVIRONMENTAL CRITERIA

In compliance with the Americans with Disabilities Act, the following represents the physical and environmental demands for this position. The employee must be able to perform the essential functions with or without accommodation.

In consideration of the overall amount of physical effort required to perform this position, the work is best described as Sedentary Work : Exerting up to 10 pounds of force occasionally and / or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Movements such as stooping, kneeling, crouching or bending are rarely required. Reaching overhead or in front of body is sometimes required.

Simultaneous and repetitive use of the hand, wrist, and fingers is often required.

Excellent sensory skills (sight, hearing, speech), are essential, as well as ability to communicate effectively.

The majority of the workday is spent indoors viewing a computer screen.

EMPLOYEE BENEFIT AND RETIREMENT SUMMARY 01 The following supplemental information may be used as a scored evaluation of your knowledge, skills and experience. Be certain that the choices you make correspond to the information you have provided in your application and resume. You must be honest and accurate in answering the supplemental questions and do not type "see resume". You may also be asked to demonstrate your knowledge and skills in a work sample or during an interview for this position. By completing this supplemental questionnaire you are attesting that the information you have provided is true and accurate. Any information provided may be reviewed by the hiring manager. Any misstatements or falsification of information will eliminate you from consideration or may result in dismissal. Do you understand and agree with this statement?

02 What is your preferred name? 03 Which of the following best describes your highest level of education?

04 Other than your High School diploma / GED, which of the following best describes the field of study for your degree?

05 Tell us how your professional, educational and lived experiences would help you be successful in this role. 06 Which of the following best describes your years of full-time equivalent employment experience providing professional level customer service in a high-volume call center environment?

07 Which best describes the daily volume of customer calls you handle in your current or previous customer service position(s) :

08 This position will handle a variety of customer transactions each day. From the list below, please select the type of transaction(s) or task(s) you have performed in your current or previous customer service position(s). (Select all that apply)

09 Please indicate the specific task(s) you have performed with collections activities. (Select all that apply)

10 Please select the cash handling tasks you have performed in a current or previous position(s). (Select all that apply)

11 Which of the following items could be used to describe your work experience for a utility company? (Select all that apply)

12 Please indicate the current software in which you are PROFICIENT. If asked to interview, you may be required to demonstrate your competency in these programs. (Select all that apply)

13 Which of the following best describes your experience working with the customer account and collections functions within a Customer Information System (CIS)?

14 Please list the languages other than English that you are able to understand and speak. (Select all that apply) NOTE : if asked to interview, you will be required to demonstrate your ability.

15 CONDITIONS OF EMPLOYMENT : If selected as a finalist, are you willing to undergo a background investigation which may include, but not limited to : verification of employment and educational records, identification verification, driver's license record and a criminal history?

Required Question