Customer Service Specialist I

Job Description

Under basic supervision, performs routine customer service duties to include answering inbound calls, processing service orders, and updating accounts.

CSR I employees provide frontline support to utility customers, escalate complex issues to higher tiers, and build foundational knowledge of utility operations.

This role requires proficiency in contact center software and

adherence to established performance metrics (KPIs).

Position Essential Functions:

• Answer inbound calls, emails, and chat communication using contact center software.

• Process standard service requests (start, stop, transfers, reconnects, disconnections).

• Provide account balance and payment information.

• Process customer payments, returned mail, and account updates related to billing correspondence.

• Conduct outbound calls to notify customers of leak alerts, declined payments, or other urgent account issues.

• Enter and update customer information in the Customer Information System (CIS).

• Escalate billing disputes, compliance issues, or unusual account problems to CSR II or III.

• Maintain performance expectations, including contact center Key Performance Indicators (KPIs).

• Perform other duties as required or assigned.

Requirements

Essential Function Requirements:

• 0–2 years customer service experience (utilities preferred but not required).

• High school diploma or equivalent.

• Strong communication and interpersonal skills.

• Basic computer literacy and data entry accuracy.

KPI EXPECTATIONS:

• Average Handle Time (AHT): 8:30 minutes

• After Call Work (ACW): 2:00 minutes

• Adherence: 90%

• Quality: Effective (75%)