Customer Service Specialist (6B.26)

Position Definition

The Customer Service Specialist assists with the coaching of customer service representatives in all aspects of their jobs to ensure high quality customer service to meet the expectations of customers. As a Customer Service Specialist, the incumbent has direct responsibility of resolving challenging customer billing issues and customer escalations. The incumbent’s role as a Customer Service Specialist is to ensure BVES, Inc. customer service procedures are accurate, and make recommendations for business process improvements.

Essential Duties And Responsibilities

• Expert in all aspects of customer service including billing, payments, credit arrangements, adjustments, collections, service requests, customer call backs, rate schedule changes, meter information and field activities
• Resolves customer escalations, as necessary
• Provides support of the Company’s Oracle CC&B billing system to ensure integrity for billing, customer service activities and rate testing
• Troubleshoots and resolves complex customer requests and billing issues
• Works with Supervisor to track resolution of CPUC informal complaints
• Affords audit and reporting functions, as required
• Facilitates core and on-going training and coaching for Customer Service Representatives
• Affords call-handling quality reviews for Customer Service Representatives
• Performs billing functions such as net/distributed metering, handbills (A4 & A5), mobile homes, cancel/rebills, cash, and report processes
• Oversees CARE program applications to include qualifications, re-qualifications, and random selection
• Affords alternative payment forms, such as, Automated Clearing House, Electronic Funds Transfer, CheckFree and KUBRA
• Performs other duties as assigned

Accountability

The incumbent is accountable for ensuring timely intervention on all customer service procedures and policies. This includes the responsibility to investigate and resolve escalated and complex customer concerns and successful collaboration with internal and external resources.

Competencies And Skills

• Strong communication, interpersonal abilities and emotional intelligence are needed for managing escalated customer situations
• Demonstrated service leadership skills and accomplishments in encouraging others such as frontline employees to complete tasks
• Energetic and self-motivated team player with ability to work effectively and cooperatively with team members
• Outstanding customer service skills
• Ability to plan and prioritize work
• Excellent interpersonal skills, with the ability to build strong relationships with colleagues at all levels
• Strong organizational and decision-making skills
• Accuracy with record keeping and strong ability to organize

Education And Experience

• High School diploma or equivalent
• Three (3) years of electric utility customer service experience with one (1) year as a CSR II preferred or five (5) years customer service experience with lead representative utility experience preferred
• Experience with Oracle’s Customer Care and Billing software is highly desirable
• Familiar with CPUC rules and regulations as they pertain to customer service
• Proficient in troubleshooting complex billing issues in Customer Information Systems
• Excellent written and verbal communication and interpersonal skills
• Proficiency in MS Office (Word, Excel, PowerPoint)
• Utility experience preferred

Benefits

• Medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents
• Paid vacation and sick time and twelve Company paid holidays per year
• To help our employees plan for the future, we offer both a 401(k) retirement plan as well as a Defined Contribution Profit Sharing retirement plan
• Additional benefits include life, AD&D, and LTD insurance as well as health savings account and flexible spending plans

Compensation Information

The compensation range provided is in compliance with state specific laws. Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors.

Note

The responsibilities of this position will involve access to information that may be considered confidential, private and sensitive. Therefore, the individual filling this position will be required to both allow and pass a background check.