Customer Service Representative

Customer Service Representative
Pay 21-23/hr.
Location Boise, ID 4-5 months

The Customer Service Representative I is responsible for providing professional, effective, and efficient customer service to internal and external customers. This role requires strong knowledge of company policies and procedures, excellent communication skills, and the ability to resolve customer inquiries in a timely and professional manner.
The Customer Service Center handles a variety of customer-facing responsibilities, including managing a high volume of customer calls, responding to emails and website portal requests, processing service requests, and assisting customers with payment plans.
Job Responsibilities
The day-to-day responsibilities include, but are not limited to:

• Handle customer calls and contacts, billing inquiries, collections, cashiering, field orders, and other customer service functions in an effective, timely, and professional manner.
• Receive, investigate, and resolve customer calls, emails, complaints, and inquiries related to billing, collections, and other customer service matters.
• Meet established customer service metrics and satisfaction goals.
• Ensure service orders are completed accurately and entered into the appropriate customer information system.
• Explain company initiatives, programs, and processes to customers and collect required information for services such as ACH, electronic billing, and conservation programs.
• Assist with routing new development information for meter reading and system entry.
• Maintain accurate customer records and follow established processes and regulatory requirements.
• Escalate complex customer questions or issues to the appropriate Lead Customer Service Representative or Supervisor.

Additional Responsibilities

• Participate in special projects and initiatives as requested, including system upgrades, website enhancements, process improvements, and other projects directed by the Customer Service Supervisor, Manager, or Director.

Qualifications

• 1-3 years of experience in a customer service center or equivalent experience.
• Experience in a regulated utility environment is preferred.
• Demonstrated ability to interact with customers, clients, and regulatory representatives in a courteous, professional, and diplomatic manner.

Knowledge, Skills & Abilities

• Strong organizational, interpersonal, and problem-solving skills.
• Excellent verbal, written, and active listening skills.
• Ability to understand customer concerns and provide effective solutions by phone, email, in writing, or in person.
• Strong critical-thinking and problem-solving abilities.
• Ability to effectively communicate escalated questions and issues to leadership.
• Patience and professionalism when interacting with difficult or upset customers.
• Ability to work collaboratively and reliably within a team environment.
• Flexibility to provide coverage for critical tasks and responsibilities as needed.
• Strong attention to detail and ability to follow established processes, procedures, and regulatory requirements.
• Ability to maintain the confidentiality and integrity of customer information.
• Strong ability to prioritize and manage multiple competing tasks and deadlines.
• Comfortable working in a digital environment using computers, laptops, tablets, smartphones, and various software applications.
• Proficiency with Google Workspace and related productivity tools.

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