Customer Service I or II - KUA

Customer Service Representative I

Performs responsible duties related to customer service and the preparation and/or maintenance of related records in the utility industry.  Work is performed under regular supervision.   Does related work as required. The scope of daily duties falls into one of the following categories:  Customer Service, Credit and/or Collections. Flexible scheduling may be required to meet customer needs.

Performs responsible clerical duties related to customer service and the preparation and/or maintenance of related records in the utility industry and does related work as required.  Work is performed under regular supervision. The scope of daily duties falls into one of the following categories:  Customer Service, Credit and/or Collections.Flexible scheduling may be required to meet customer needs.

Customer Service Representative I

Receives customer inquiries over the phone, online or via fax and then searches out information and prepares service orders.  Handles utility account inquiries.  Prepares applications by gathering and verifying information, handles deposits and bills for utility accounts.  Answers telephone and responds to inquiries or routes calls to the proper person.  Checks applications for past-due accounts. Performs initiates, terminates, and transfers of utility service. Strictly adheres to all FACT Act (2003)/ Red Flag guidelines when working with sensitive customer information.  Extends utility bills, makes credit arrangements, handling non-pay accounts, and customer billing inquiries.  Operates calculator, computer terminal and other standard office equipment incident to maintaining records.  May be responsible for acceptance and validation of all moneys received from customers for utility bill and deposit payments.  Properly records transactions.  Performs related tasks as required.

Assists customers over the phone responding to inquiries and explaining utility bills.  Receives customer inquiries.  Performs related researches and prepares service orders.  Handles utility account inquiries; prepares applications by gathering and verifying customer information, deposits, service orders, and processes letters of credit for utility accounts.  May be responsible for acceptance of moneys received from customers for utility bill and deposit payments.  Initiates, terminates, and transfers utility service. Strictly adheres to all FACT Act (2003)/ Red Flag guidelines when working with sensitive customer information.  Extends utility bills, makes credit agreements and handles non-pay accounts.  Operates calculator, computer terminal and other standard office equipment incident to maintaining records.  Ability to enter data into the computer, such as new services, changes and payments, with accuracy and able to verify the input.  Performs other job related duties as assigned by manager.

Customer Service Representative I

Knowledge of standard office procedures, practices and equipment.   Ability to understand and follow oral and written directions.  Ability to establish and follow detailed work procedures.  Must possess basic computer skills and strong typing ability. Must be a team player and possess strong customer service skills. Strong verbal and written communication skills are required along with strong attention to detail.   Knowledge of utility service connection and termination procedures, billing, collecting and adjustments is preferred.  Knowledge of utility rules, regulations, policies and procedures are also preferred. Must be able to lift or displace up to 20 pounds.

Thorough knowledge of standard office procedures, practices and equipment.   Comprehensive knowledge of utility service connection and termination procedures, terminology, billing, collecting and adjustments (including electric, storm water and garbage rates along with applicable taxes).  Ability to understand and follow oral and written directions.  Ability to establish and follow detailed work procedures.  Must possess basic computer skills and strong typing ability. Must be a team player and possess strong customer service skills. Strong verbal and written communication skills are required along with strong attention to detail.  Comprehensive knowledge of utility rules, regulations, policies, and procedures. Must be able to lift or displace up to 20 pounds.

Customer Service Representative I

Graduation from high school or GED and some experience in general office work and customer service required.

Graduation from high school or GED and a minimum of three (3) years experience in customer service utility industry or related industry are required.   Bachelor of Science degree in business, finance or related field is preferred.  Must be proficient working with KUA’s Customer Information System. Working knowledge of the following systems: Paymentus, Text Power, MyMeter and eBill.