Cust Svcs Acct Rep Assoc-Customer Svcs Acct Rep Sr.

Customer Service Account Representative

This is a single position posted at multiple levels. The job description below is based on the Assoc. level, additional skills and requirements needed for CSAR. This position is the primary field customer relations resource, for residential, commercial, and industrial customers in an assigned territory. The geographic territory assignment will typically include 50,000 to 80,000 accounts, depending on customer density and other pertinent parameters, and will manage the needs of specific assigned customers too which can influence the number of geographically assigned customers. Incumbents in this position should demonstrate leadership amongst peers, and will be expected to manage select accounts within the territory. The position requires reactive response to customer and public inquiries, as well as proactive promotion of company marketing programs, products, and information. The CSAR - Principal position is one that leads by example and takes on a leadership role under very minimal supervision to willingly help guide and mentor less experienced representatives.

Cust Svcs Acct Rep Assoc : What You'll Do :

1.) Financial Responsibility - Exhibits fundamental understanding of rates and tariffs in order to provide billing options / explanations and tariff analysis to meet the customers' needs. Assists in seeking additional revenue and growth opportunities. Monitor customer delinquencies to reduce charged-off accounts. Gains familiarity in preparing billing corrections to remedy inaccurate billings. Maintain accurate reporting records.

2.) Technical Expertise - Possesses entry-level knowledge and understanding of the distribution electrical system. Provide service reliability and power quality explanations to assigned customers. Gains familiarity of meter technologies and their applications.

3.) Energy Management - Assist customers on the effective and economical use of electric energy, including energy management tariffs. Proactively meet with assigned customers and promote products and initiatives that support our company strategic goals, and provide business related coordination or assistance to assigned customers. Develops a good understanding of the company residential and business energy efficiency programs, and market them proactively. Work closely with our energy efficiency program managers and the implementation contractors. Attend meetings, seminars, and webinars to enhance knowledge. Participate in company-sponsored marketing opportunities at trade shows and various community events.

4.) Customer Relationship Management - Develop skills under the guidance of higher-level employees in order to serve as the company point of contact for customers in the assigned area, including managing the needs of larger accounts and municipalities. Develops an understanding as to how to balance the needs of the customer and the company. Practice the customer experience mindset. Be actively engaged in community involvement within the assigned territory. Work primarily with residential and small commercial customers.

5.) Problem Solving and Initiative - Under the guidance of higher-level employees, develop good problem-solving skills and coordinate concerns and needs between customers and other internal departments. Provide timely investigation, resolution and remediation of customer issues and complaints, with accurate documentation. Maintain compliance within Utility Commission guidelines. Applies basic techniques to formulate analysis of high bill complaints and provide reasonable explanations to customers. Guide customer towards possible solutions, including energy efficient equipment and practices. Assist other departments with resolving access issues. Assist Engineering with coordination of new service requirements, such as load estimation, contract acquisition, and work as liaison between the customer and the company when needed.

6.) Communication Skills - Must present a professional appearance in representing the company at all times. Communicates effectively, both orally and in writing, with internal and external customers. Exhibits effective documentation skills and be familiar with Microsoft Word. Gains comfort level in representing the Company to our internal and external customers. Demonstrates the ability to give effective oral presentations to large groups and the willingness to assist with facilitating special projects.

What We Are Looking For :

Education requirements are listed below : Bachelor degree in Business, Communications, Engineering, Management or other Human Relations or Marketing related field, or Associate degree in a study listed above with a minimum of 3 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations, or HS Diploma or GED with a minimum of 4 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations.

Required License(s) / Certification(s) are listed below : Must possess a current Driver license.

Other Must Haves :

Physical demand level is Sedentary

Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction.

Must have good communication and problem-solving skills, along with the ability to establish and maintain effective business relationships internally and externally.

Must be proficient in Microsoft Office Products.

Must possess a current Driver license.

Willing to perform on-site investigations in various terrain and weather conditions.

Cust Svcs Acct Rep : What You'll Do :

1.) Financial Responsibility - Exhibits ability of understanding rates and tariffs in order to provide billing options / explanations and tariff analysis to meet the customer's needs. Seek additional revenue and growth opportunities. Monitor customer delinquencies to reduce charged-off accounts. Demonstrate ability in preparing billing corrections to remedy inaccurate billings. Maintain accurate reporting records.

2.) Technical Expertise - Possesses intermediate level knowledge and understanding of the distribution electrical system. Provide service reliability and power quality explanations to assigned customers. Demonstrates an understanding of meter technologies and applications.

3.) Energy Management - Assist customers on the effective and economical use of electric energy, including energy management tariffs. Proactively meet with assigned customers and promote products and initiatives that support our company's strategic goals, and provide business related coordination or assistance to assigned customers. Exhibits ability in understanding the company's residential and business energy efficiency programs, and markets them proactively. Work closely with our energy efficiency program managers and the implementation contractors. Attend meetings, seminars, and webinars to enhance knowledge. Participate in company-sponsored marketing opportunities at trade shows and various community events.

4.) Customer Relationship Management - With a moderate level of guidance and direction, serve as the company point of contact for customers in the assigned area, including managing the needs of larger accounts and municipalities. Demonstrates ability to balance the needs of the customer and the company. Practice the customer experience mindset. Be actively engaged in community involvement within the assigned territory. Work primarily with residential and small commercial customers.

5.) Problem Solving and Initiative - Demonstrates ability in developing good problem-solving skills and coordinating concerns and needs between customers and other internal departments. Provide timely investigation, resolution and remediation of customer issues and complaints, with accurate documentation. Maintain compliance within Utility Commission's guidelines. Demonstrates ability to formulate analysis of high bill complaints and provide reasonable explanations to customers. With moderate level of direction, guide customer towards possible solutions, including energy efficient equipment and practices. Assist other departments with resolving access issues. Assist Engineering with coordination of new service requirements, such as load estimation, contract acquisition, and work as liaison between the customer and the company when needed.

6.) Communication Skills - Must present a professional appearance in representing the company at all times. Demonstrates excellent oral and written communication skills with internal and external customers. Exhibits effective documentation skills and possesses a working knowledge of Microsoft Word and Excel. Demonstrates competency in presentation skills and willingness to assist with facilitating special projects. Gain experience in representing the Company in public forums.

What We Are Looking For :

Education requirements are listed below : Bachelor degree in Business, Communications, Engineering, Management or other Human Relations or Marketing related field, with a minimum of 2 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations, or

Associate degree in a study listed above with a minimum of 4 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations, or

HS Diploma or GED with a minimum of 6 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations.

Other Must Haves :

1. Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction.

2. Must have excellent communication and problem-solving skills, along with the ability to establish and maintain effective business relationships internally and externally.

3. Must be proficient in Microsoft Office Products.

4. Must possess a current Driver's license.

5. Willing to perform on-site investigations in various terrain and weather conditions.

Cust Svcs Acct Rep Sr : What You'll Do :

1) Financial Responsibility - Provide detailed billing explanations and complex tariff analysis to meet the customer needs. Contribute to additional revenue growth, and coordinate efforts with economic development. Manage customer delinquencies to reduce charged-off accounts and prepare billing corrections to remedy inaccurate billings. Maintain accurate reporting records. Exhibits advanced level proficiency in the knowledge of rates and tariffs and is able to develop, determine and explain any possible billing options to the customers. Assist with new rate design when