Customer Service Representative

2 days ago

Holland, United States Holland Board of Public Works Full time
Description

Reports to: Customer Service Manager

Job Summary: This position is responsible for serving customers and maintaining customer accounts.

Essential Duties
  • Respond to customer inquiries and requests for
  • Explain and answer questions on utility bills and rate schedules via all communication platforms (face-to-face, telephone, email, online, etc.).
  • Perform data entry for utility billing, deposit accounting and rate
  • Perform customer utility usage
  • Process service
  • Receive and process payments made on BPW
  • Balance cash
  • Perform credit and collection
  • Understand and utilize customer-based software systems including, but not limited to:
    • Customer Information System
    • Residential Customer Portal
    • Business Customer Portal
    • Credit Card Processing
    • Customer Screening Tools
    • Electronic Service Order System
    • AMI/MDM Systems to verify customer data and perform remote actions
  • Direct general BPW calls to appropriate departments when
  • Promote favorable public image and maintain a professional and positive
  • Assist Customer Programs Coordinators as
  • Perform all other tasks as
Essential Qualifications
  • High school diploma or
  • Effective workplace mathematical and information locating skills as demonstrated through WorkKeys assessment (Applied Math - 3, Graphic Literacy-4).
  • Excellent telephone and interpersonal
  • Ability to deal effectively and respectfully with the general public and
  • Working knowledge of Microsoft Word and
  • Ability to work under
  • 10-key pad experience and ability to enter data quickly and
Preferred Qualifications
  • Associate degree or equivalent education and
  • Strong workplace skills as demonstrated through WorkKeys assessments (Applied Math - 5, Graphic Literacy - 5, Workplace Documents - 5).
  • Prior utility customer service experience (electric, cable, telecom, refuse)
Physical Requirements & Working Conditions
  • Normal office environment with minimum discomfort due to noise, dirt and
  • Must be able to sit for long periods of
  • Mental ability to frequently handle pressures related to working on multiple projects requiring attention to
  • Must be able to work after hours for emergency


This job description is intended to describe the general nature and level of work being performed by a person assigned to this position. It is not to be construed as an exhaustive list of all job duties assigned to or required of this position.

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