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Customer Service Representative I

4 months ago

Moses Lake, United States Grant PUD Full time
Headquarters:Moses Lake Local Office

Closing Date to Apply: June 3, 2024

Wage Rate:$24.25 - $34.29 hourly

Number of Positions: 1

Shift: Friday- Monday 7AM- 6PM

Benefits: This link below will provide you with Grant PUD's benefit that may be available if hired, different employee types are eligible for different benefits.

Grant PUD - Unified Insurance Program (uip-wa.org)

Grant County PUD will be administering a background check as part of the hiring process, if selected for this position.

Basic FunctionThe purpose of this job title is to orient, train and evaluate qualified individuals who exhibit an aptitude, ability and desire to work with the public in a customer service capacity within an electrical utility. This is a starting, entry level job title for the Customer Service Representative Career Ladder and subject to General Work Provisions of the Collective Bargaining Agreement. A CSR1 is expected to become knowledgeable of Grant County PUD, its customers, Customer Service Polices and working procedures.

The period of employment before eligibility for advancement to CSR2 from CSR1 is a minimum of six (6) months and/or 1,040 hours and a maximum of 12 months and/or 2,080 hours. Advancement to a CSR2 will be dependent on a satisfactory competence rating on a performance review, as well as a score of 80 percent or better on a proficiency exam. CSRs must have the ability to communicate clearly to customers on the procedures on which they are trained.

Essential Function
Must demonstrate proficiency in the following essential functions:

Customer Information System (CIS) Knowledge

  • Ability to identify and understand all account types.
  • Ability to accurately create a new account.
  • Ability to accurately update account information.
  • Ability to understand and access a customer's financial history, billing data and explain to a customer.
  • Ability to access and understand customer meter data and whether their meter is on or off.
  • Process a customer's move in / move out for appropriate premises.
  • Ability to process customer payments which includes cash handling, on line payments, remittance and remittance exceptions.
  • Ability to perform balancing procedures which includes researching and processing overages and shortages.
  • Understanding cash batch processing which includes researching payments and archiving cash batches.
  • Basic knowledge of the timeline for billing, collection, severance, writeoff and assigning and understanding the boundaries of each step.
  • Ability to discern the types of field activities generate and dispatch field orders.
  • Basic knowledge of billing adjustments and ability to waive fees within approved boundaries.
  • Basic knowledge of meter reading cycles and meter reading schedule with the ability to determine approximately when a premise's meter will be read next.
  • Basic knowledge of bill cycle schedules with the ability to determine when a customer will receive their next bill.
  • Knowledge of budget payment program and ability to set a customer up with the recommended budget amounts per established procedures.
  • Process of how to access and read routine reports/queries.
Customer Service Policy and Procedures
  • Knowledge of District Customer Service Policies which relate to accounts, billing and collections.
  • Basic knowledge of new construction processes including contribution in aid of construction (CIAC) charges.
  • Ability to qualify and establish customers on low income rates.
  • General knowledge of District Rates with a working knowledge of the residential rate.
  • Knowledge and application of District's confidentiality and public record policies.
  • Basic conceptual knowledge of landlord tenant and landlord reversion rules including the ability to identify the same.
  • Basic knowledge of bankruptcy accounts and communication boundaries.
  • Basic knowledge of returned bank items.
  • Basic knowledge of irrigation accounts, irrigation timeline and types of charges.
  • Ability to process customer requests to repair streetlights.
  • Knowledge and processing of returned mail.
  • Ability to generate a trouble report and research in the District's outage/trouble report system.
  • Working knowledge of security procedures including bomb threat, robbery and emergency evacuation.
  • Ability to read a residential meter.
    • Basic knowledge of conservation loans and payment posting procedures.
    • Ability to respectfully contact collection customers to remind them of past-due account status.
    • Basic knowledge of the District's roles and responsibilities for the Fiber Network.
    • Ability to communicate fiber availability for customers requesting information.
Customer Care
  • Basic knowledge of the District's interactive voice response (IVR) and automated call distribution (ACD) telephone system in order to understand the caller's experience.
  • Ability to login to the appropriate queue, record a phone call, warm transfer a call, put a caller on hold and initiate a conference call.
  • Use of established call quality standards.
  • Understanding boundaries of payment arrangements.
  • Ability to actively listen to a customer, provide solutions or options, communicate effectively and escalate appropriately.
  • Ability to accept coaching and feedback towards improved interactions.
  • Demonstrate positive, respectful teamwork behavior.
    • Basic knowledge of the operator responsibilities, which includes answering the business inbound calls, transferring calls, paging employees and operating the Commission reader board.
Education

High school diploma or GED from an accredited institution.

Experience

Valid Washington State Driver's License.

Completion of a minimum of two (2) years of employment in a customer service environment with a demonstrated ability for handling customer interaction face-to-face and on the telephone.

Other Knowledge, Skills and Abilities
  • Ability to operate a computer and other applicable office machinery.
  • Ability to perform mathematical calculations.
  • Ability to actively listen, problem solve and communicate clearly in person, over the telephone or in writing.
  • Ability to handle confidential information with discretion.
  • Must be bondable.
Physical Requirements
  • Must be mentally and physically fit for duty.
  • Long period of time standing and sitting.
  • The use of telephone headsets.
  • Keyboard entry.
  • Ability to drive to other offices.

    *For a full list of requirements, the applicant/incumbent should refer to the Physical Capacity Evaluation (PCE).

    The statements contained herein reflect general details as necessary to describe the principal functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas.