CUSTOMER SERVICE REP

About the role

Plays a crucial role in ensuring exceptional customer satisfaction and a positive customer experience by providing efficient and courteous support to residential and commercial customers via telephone, email, or chat. With assistance, provides excellent customer service by accepting, processing, and facilitating requests from customers related to providing electric service, accepting and processing payments, and associated billing inquiries. Follows established protocols for outage reporting and customer safety during power interruptions. This position requires a strong commitment to customer service, excellent communication skills and the ability to handle a variety of inquiries related to electric utility services.

Responsibilities

• Answers and manages a high volume of incoming calls from residential and commercial customers.
• Provides professional, courteous, and accurate information to each customer.
• Assists residential and commercial customers in establishing new accounts, transferring services, or disconnecting services.
• Processes online utility credit check and calculates, quotes and requests security deposits as necessary.
• Investigates, researches and responds promptly and professionally to customer inquiries via phone, email, and chat.
• Provides information on billing inquiries, service disruptions, account changes, and general utility-related questions.
• Assists with processing bank drafts, budget billing requests, address changes and landlord requests.
• Explains billing statements, and assists customers with payment arrangements or payment extensions.
• Connects customers to federal, state and local assistance program funding, as necessary.
• Coordinates with the billing department to resolve billing or payment-related issues.
• Secures and protects all sensitive customer information; must be familiar and in compliance with all Red Flag Rules.
• Educates customers on energy conservation and rate options.
• Promotes and enrolls customers in My Energy Link (MEL), Budget Billing, AutoPay, Pick your Due Date and Community Cares.

Requirements

Customer Service Representative I

• High School Diploma/GED.
• Associate’s Degree in Business or related field is preferred.
• Proper telephone etiquette must be demonstrated at all times.
• Must be able to maintain good working relationships.
• Strong communication, writing and listening skills to work effectively with customers in person or by phone.
• Must have ability to work with various departments within Santee Cooper and utilize self-motivational skills.
• Call center, retail service or banking experience preferred.
• Must be proficient in cash handling.
• On-call status is required.
• Bilingual status will also be considered.

Customer Service Representative II

• High School Diploma/GED plus 2 years of experience.
• Associate’s Degree in Business or related field is preferred.
• Proper telephone etiquette must be demonstrated at all times.
• Must be able to maintain good working relationships.
• Strong communication, writing and listening skills to work effectively with customers in person or by phone.
• Must have ability to work with various departments within Santee Cooper and utilize self-motivational skills.
• Call center, retail service or banking experience preferred.
• Must be proficient in cash handling.
• On-call status is required.
• Bilingual status will also be considered.

Pay

• Customer Service Representative I: $16.15 – $20.10 per hour (minimum to mid-range)
• Customer Service Representative II: $19.85 – $24.80 per hour (minimum to mid-range)