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Customer Service Representative (Cash)
Job Code:2025-11-005
Department:Customer Service
FT/PT Status:Full Time
  

Summary/Position Overview:
The Customer Service Representative will be responsible for collections and reporting of cash, addressing all customer service complaints and queries, tracking and managing the customer education processes, and maintaining department records, files, and schedules.

Duties and Tasks:
Maintain health, safety and environment standards by:

- Ensuring compliance with all safety policies and procedures.
- Ensuring compliance with all environmental and health standards, and
- Completing all required HSE training.

Achieve financial objectives by:

- Accepting and entering payment transactions via cash, online, lock box, and commercialbanks.
- Preparing deposit bags.
- Recording all cash receipts in accordance with accounting procedures.
- Securing all cash, keys, and combinations.
- Ensuring adequate inventory of supplies, i.e. cash bags, machine tapes, etc.
- Assisting with unscheduled counts of floats when requested
- Posting online bank payments to customer accounts
- Calculating and processing customer adjustments

Maintain customer service excellence by:

- Establishing and maintaining respectful relationships with customers
- Inputting required information to commence and/or finalize accounts
- Responding to general customer inquiries, providing written responses, adjusting customeraccounts or escalating the matter to management as situations require and in accordance with thecustomer escalation process.
- Maintaining and improving E-customer relations through online services (Web, Kiosk, Social Media)
- Educating customers on the billing process, on reading and interpreting bills, and on legalobligations and penalties associated with bad debt.
- Printing service orders in the system of records (i.e. AS400, CIS)
- Tracking service orders and supporting metering and customer service initiatives to ensure work iscompleted in a timely manner
- Ensuring the timely resolution of customer queries related to misreads, meter malfunctions,customer upgrades and/or infrastructure requests through communication and coordination withmetering and Customer Operations
- Developing trust relationships with Key clients to ensure long term business
- Acquiring a thorough understanding of key customer needs and requirements
- Expanding the relationships with existing customers by continuously proposing solutions that meettheir objectives
- Ensuring the correct products and services are delivered to customers in a timely manner

Support operational efficiencies by:
- Establishing and maintaining accurate customer records and databases.
- Assisting with the review of accounts receivables balances to determine which accounts requireinvestigative action and collection activities;
- Negotiating and tracking agreements and payment terms within established company guidelines;collecting outstanding balances, including those associated with payment plan delinquencies and/or gathering,
- Documenting and presenting information in support of claims for outstanding debt in civilproceedings to obtain liens and abstracts of judgment
- Assisting with billings as necessary to resolve related issues/queries that arise.
- Performing administrative duties that include daily processing of accounts.
- Filing reports, forms, and/or paperwork in an orderly and accessible fashion.

Maintain professional and technical knowledge by attending educational workshops, reviewing professionalpublications and participating in professional societies, job rotations, and cross training.

Contribute to team effort by accomplishing related results as needed.

Academic/Skill/Experience Requirements:
The Customer Service Representative will have earned a college degree or equivalent certification preferred. An experienced professional with a minimum of three (3) years’ experience in customer service or related field. The Customer Service Representative will be analytical, effective in the management of stressful situations, given to collaboration and networking, and able to work irregular or overtime hours as needed. They will have fundamental accounting knowledge; the ability to process intermediate mathematical problems; proficiency in Microsoft Office. A knowledge of the general rules and regulations for electric service, knowledge of customer service and billings functions, prior experience in customer service with demonstrated commitment to identifying and effectively resolving customer issues. They must have excellent organization, communication, and documentation skills, and exceptional interpersonal skills in developing and maintaining relationships with customers and external stakeholders.

Other: