The Customer Service Representative will be responsible for actively resolving customer service complaints and queries, collecting and reporting of cash, tracking and managing the customer education processes, and maintaining department records, files, and schedules, while ensuring that GBPCs standards related to timeliness, confidentiality, and communication are achieved.
Maintain health, safety and environment standards by:
Maintain customer service excellence by: -
Operating telephone and dispatch systems – answering calls in a timely and courteous manner, responding to customer inquiries with accurate information, and/or directing calls to other employees for further assistance as necessary.
Greeting walk in customers in an engaging and professional manner - inquiring into the nature of their visit, assessing their needs, directing them to the appropriate department or personnel, and managing emotions, behaviors, and expectations in self and others.
Receiving and distributing mail to relevant individuals/departments.
Developing relationships with existing customers by continuously proposing solutions that meet their objectives.
Establishing and maintaining respectful relationships with customers.
Educating customers on the billing process, on reading and interpreting bills, and on legal obligations and penalties associated with bad debt.
Acquiring a thorough understanding of key customer needs and requirements.
Responding to general customer inquiries, providing written responses, adjusting customer accounts or escalating the matter to management as situations require and in accordance with the customer escalation process.
Maintaining and improving E-customer relations through online services (Web, Kiosk, Social Media).
Ensuring the correct products and services are delivered to customers in a timely manner.
Inputting required information to commence and/or finalize accounts.
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 is completed 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 with metering and Customer Operations.
Developing trust relationships with Key clients to ensure long-term business.
Support operational efficiencies by: -
. Achieve financial objectives by: -
Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications and participating in professional societies, job rotations, and cross training.
Contribute to team effort by accomplishing related results as needed including, but not limited to, special projects, call center, and front desk duties.
The Customer Service Representative will have earned a college degree or equivalent certification preferred. They must have excellent communication, organization and documentation skills, and exceptional interpersonal skills in developing and maintaining relationships with customers and external stakeholders.
An experienced professional with a minimum of three (3) years’ experience in customer service or related field. They 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 utilities, knowledge of customer service and billings functions, prior experience in customer service with demonstrated commitment to identifying and effectively resolving customer issues.
