Job Summary
The Utility Customer Service Representative is responsible for providing excellent customer support to utility service customers through phone, email, chat, and other communication channels. The role involves handling customer inquiries, resolving billing and service-related issues, processing account requests, and ensuring a positive customer experience while adhering to company policies and procedures.
Key Responsibilities
- Respond to customer inquiries regarding utility services, billing, payments, account information, and service requests.
- Assist customers with account setup, transfers, disconnections, and reconnections.
- Investigate and resolve customer complaints and service concerns in a timely and professional manner.
- Explain utility rates, charges, policies, and service procedures to customers.
- Process payments, payment arrangements, and account updates accurately.
- Document all customer interactions and maintain accurate customer records in the system.
- Coordinate with internal departments to resolve service issues and customer concerns.
- Meet performance metrics related to quality, productivity, customer satisfaction, and attendance.
- Stay updated on company policies, utility regulations, and service offerings.
- Promote a positive customer experience through effective communication and problem-solving skills.
Qualifications
- High school diploma or equivalent; college education is an advantage.
- Previous customer service experience, preferably in utilities, call centers, or related industries.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in computer applications and customer service systems.
- Ability to multitask and work in a fast-paced environment.
- Strong attention to detail and organizational skills.
- Willingness to work flexible schedules, including weekends and holidays if required.
Skills And Competencies
- Customer-focused mindset
- Active listening skills
- Time management
- Adaptability and resilience
- Teamwork and collaboration
- Professionalism and integrity
Working Conditions
- Office-based, Night shift
- May require shift work, including evenings, weekends, and holidays.
