Title Customer Representative I
Requisition ID 2463BR
Address 103 Court Street
City Harlan
State Kentucky
Job Function Customer Service/Operations
Position Purpose This position is responsible for handling front-line customer transactions that should be handled in an efficient, professional and courteous manner, in accordance with associated Company policies, regulations and procedures, to insure a high level of customer satisfaction. A general understanding of all departmental activities, as well as knowledge of Customer Care Solution (CCS) and related systems is necessary.
Job Description • Develop a working knowledge of Customer Service hardware/software and related systems (CCS, Cash Desk, work management systems, etc.)
• Develop skills necessary to handle basic customer transactions and initiate service orders, such as new service for all customer classes, establishing temporary service, turn ons/offs, transfers of service, deposit billings, etc.
• Develop skills necessary to handle basic credit related activities such as negotiating and entering credit arrangements, establishing customer on budget payment plan, establishing automatic bank draft, etc.
• Develop skills necessary to explain billing to customers, including usage, rates, fuel adjustment clause, read/bill cycles, estimated bills, etc.
• Develop skills necessary to analyze account history, research applicable records and communicate with Lead Representative and others to resolve customer complaints and work to eliminate future complaints.
• Supports departmental continuous improvement initiatives.
• Develop a working knowledge of all Company procedures, policies, operations, customer accounting functions and marketing programs. Be able to perform at a high level of competency in a fast-paced environment.
Education & Experience High school diploma or equivalent is required. This position requires excellent computer skills and a working knowledge of Microsoft Office products (i.e. Word and Excel). Six months of demonstrable cash handling experience is required. Experience with SAP software is a plus.
Special Qualifications This position requires excellent interpersonal skills, ability to handle multi-tasking, accurate cash handling abilities, self-motivation, independent thinking and self-reliance. This position requires concentration and a working knowledge of customer processes to insure correct and effective handling of customers' transactions. Associates degree a plus.
Work Conditions Normal customer service environment involving direct interaction and face to face contact with the public.
Physical Effort Primarily sitting with optional standing and walking.