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New Braunfels Utilities · 21 hours ago

Customer Service Rep P/T

New Braunfels, TX

Full-time

Onsite

New Grad, Entry Level

$20/hr - $26/hr

New Braunfels Utilities is looking for a Customer Service Representative to provide excellent customer service in their Call Center. The role involves assisting customers with their utility accounts, resolving issues, and performing basic clerical duties while maintaining professionalism and a positive attitude.

Electrical DistributionEnergyGovernment

Growth Opportunities

Responsibilities

Obtains account information from customers and explains charges on utility bill while maintaining confidentiality

Conducts account searches by utilizing the Customer Information System (CIS); Northstar

Investigates, researches and resolves problems in accordance with established policy and procedures

Corrects misapplied payments, researches refunds, reverses late fees, NSF fees, processing fees, and tampering fees, if applicable

Provides meter reading and data analysis on electric and water meters using MeterSense

Offers and explains the additional services and programs available such as; auto draft, auto pay, pick your due date, budget billing, senior citizen billing and critical care

Provides information about utility bill assistance program and the contact information for the various agencies that aid with their particular need

Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy

Serves as a peer resource and may perform general administrative support

Drafts monthly message and auto dialer calendars

Generate, review, and complete past due auto dialer campaigns using MilSoft

Provides proof of residency, customer account summaries for tax or financial assistance purposes and other requested customer account documentation

Versed in basic IT troubleshooting techniques to identify and resolve technology issues when working from home

Familiar with Microsoft suite to draft emails, compose memos and construct spreadsheets to communicate with customers, internal and external

Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation

Maintains calm composure and commitment to work during periods of heavy workload and stressful situations

Knowledgeable of NBU’s rate structure, Service Conditions Policy and City of New Braunfels Code of Ordnance, Chapter 130, to effectively educate customers on the governance of their accounts

Schedules re-reads on electric and/or water meters, schedules energy or water assessments, compares electric and water usages, calculates and performs qualifiable billing adjustments, as needed

Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations

Calculates and quotes appropriate deposit amount for location; collects deposit payments

Provides information for alternative forms of deposit other than a deposit payment i.e. guarantor, letter of credit, irrevocable letter of credit and the retention periods

Processes Applications or letters of credit received via fax or email

Processes disconnect and transfer of service requests

Verifies caller’s identity via Online Utility Exchange for application or debt collection purposes

Researches CIS system to confirm if applicant has any past account balances. If outstanding balance is found, sets up payment arrangement and forwards to Collections Representative

Understands and can demonstrate how billings are calculated to successfully educate the customers

Advise, educate, and engage customers on a variety of technological tools and resources allowing them to explore solutions to achieve their goals

Becomes familiar and understand the duties and responsibilities of other key departments to accelerate resolution to customer requests

Maintain regular attendance; leave schedule should be managed so as to not interfere with ability to accomplish tasks, including special projects and assignments with deadlines

Adhere to NBU safety guidelines and practices at all times and in all situations

Maintain a clean and safe work area, office, field site and vehicle as applicable

Develop & maintain effective customer service skills for communications with co-workers, customers and the public in general

Maintain strict confidentiality of business, employee and customer information in written and oral communications and safeguard sensitive documents

Adhere to NBU policies and procedures

Exemplifies NBU Core Values of Integrity, Stewardship, Team, Culture and Safety

Participate in and support initiatives to reach annual NBU Performance Measures

Qualification

Customer Information System (CIS)MeterSenseMicrosoft Office SuiteData entryCommunicationMultitaskingStress managementIT troubleshootingCritical thinkingAttention to detail

Required

Excellent written and oral communication skills

Positive attitude

Strong work ethic

Extreme professionalism

Passion to serve others

Ability to multi-task and type while talking on the phone

Ability to manage emotions in stressful situations

Multitasking and stress management skills

Ability to apply critical thinking strategies to autonomously resolve customer grievances

Familiarity with general duties and responsibilities of various teams

Basic clerical duties such as filing, organizing, printing, copying

Ability to act with a sense of urgency

Solution-oriented

Approachable and professional demeanor

Ability to deliver customer experiences that meet or exceed expectations

Ability to obtain account information from customers and explain charges on utility bill while maintaining confidentiality

Ability to conduct account searches using Customer Information System (CIS); Northstar

Ability to investigate, research and resolve problems in accordance with established policy and procedures

Ability to correct misapplied payments, research refunds, reverse late fees, NSF fees, processing fees, and tampering fees

Ability to provide meter reading and data analysis on electric and water meters using MeterSense

Ability to offer and explain additional services and programs available

Ability to provide information about utility bill assistance program

Understanding of the necessity and value of accuracy and attention to detail

Ability to serve as a peer resource and perform general administrative support

Ability to draft monthly messages and auto dialer calendars

Ability to generate, review, and complete past due auto dialer campaigns using MilSoft

Ability to provide proof of residency and customer account summaries for tax or financial assistance purposes

Versed in basic IT troubleshooting techniques

Familiar with Microsoft suite to draft emails, compose memos and construct spreadsheets

Ability to manage multiple concurrent objectives, projects, groups, or activities

Ability to maintain calm composure during periods of heavy workload and stressful situations

Knowledgeable of NBU's rate structure, Service Conditions Policy and City of New Braunfels Code of Ordnance, Chapter 130

Ability to schedule re-reads on electric and/or water meters and schedule energy or water assessments

Knowledge of and ability to utilize processes, tools, and techniques for detecting, addressing and preventing fraudulent situations

Ability to calculate and quote appropriate deposit amount for location

Ability to process Applications or letters of credit received via fax or email

Ability to process disconnect and transfer of service requests

Ability to verify caller's identity via Online Utility Exchange

Ability to research CIS system to confirm if applicant has any past account balances

Ability to understand and demonstrate how billings are calculated

Ability to advise, educate, and engage customers on technological tools and resources

Familiarity with duties and responsibilities of other key departments

Ability to maintain regular attendance and manage leave schedule

Adhere to NBU safety guidelines and practices

Maintain a clean and safe work area, office, field site and vehicle

Develop & maintain effective customer service skills

Maintain strict confidentiality of business, employee and customer information

Adhere to NBU policies and procedures

Exemplify NBU Core Values of Integrity, Stewardship, Team, Culture and Safety

Participate in and support initiatives to reach annual NBU Performance Measures

Utilize current versions of computer software and hardware provided by NBU

Excellent 10 Key and data entry skills

Ability to efficiently operate various standard office machines

Preferred

Experience with Harris NorthStar (CIS system) including mCare, Customer Connect, MeterSense, and Fixed Network

Experience with ADP ezLabor (payroll), DataProse (outsourced bill mailer), Halogen (evaluations & training mgmt.), Scanner, Invoice Cloud (3rd party payment processor), Laserfiche (electronic document storage), Online Utility Exchange (Identification verification), MilSoft and Microsoft Office Suite

Experience with Personal Computer, Copier, Fax Machine, Scanner, Printer, Calculator, Telephone