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Customer Service Specialist
2 months ago
The Lansing Board of Water & Light (BWL) has an opening for a Customer Service Specialist (CSS) in Lansing, MI, as part of the International Brotherhood of Electrical Workers, AFL-CIO, Local Union 352.
Position Summary
Responsible for effectively interacting with BWL customers and CSR’s regarding service requests, billing/account questions, payment arrangements, new products, deposits, services, and BWL policies, rules, regulations, and procedures via telephone, mail, email, virtual platform(Teams) and direct contact in a PC-based environment.
Essential Functions
Processes customer service transactions utilizing information received via telephone, mail, email, virtual platform, or direct personal contact in a PC-based environment
Utilizes PC to enter, retrieve and update customer information on the BWL Customer Information System database
Utilizes customer relations skills to manage and respond to customer and employee interactions, questions, and concerns via telephone, mail, email, virtual platform, and direct contact
Responds to inquiries regarding BWL regulations, rules, policies, and procedures
Approve collection arrangements in response to requests from customers or to satisfy the need for payment
Processes transactions to ensure customer accounts are active, updated, and processing
Communicates orally and in writing
Supports programs, processes and procedures established for conducting the business activities of the organization
Communicates information to management and employees regarding procedure changes, scheduling, and performance
Plans and manages daily work tasks, i.e. Teams Command Center, tiles, projects, etc.
Monitors work processes and call queue for efficiency and accuracy. Provides stats of job functions
Performs leadership functions within Customer Service Call Center workgroup to include positive outlook, communication, mentoring, training, coaching, and quality monitoring
Performs other related duties as required or necessitated by job responsibilities
Required to follow BWL Safety Manual and wear required personal protective equipment
Attends training for safety awareness or skills improvement as required by supervisor, BWL or governmental agency such as MIOSHA
Job Specifications
Two years experience as a CSR 3
Knowledge of BWL Rules and Regulations, Procedures and Safety
Ability to communicate understandably and legibly via phone, mail, email, virtual platform, and in writing
Good work and attendance record
Must be able to work any shift, including weekends, as needed to provide 24/7 customer service
Must pass BWL Leader Assessment
Physical Requirements / Working Conditions
Ability to communicate verbally via phone, mail, email, virtual platform, and in written form
Must be able to operate a computer, business phone system, fax machine, automated payment system, and 10-key calculator
Normal office environment with moderate ambient noise levels
Considerable sitting
Must be able to work any shift, including nights and weekends
Why Should You Apply?
Competitive salary, employee development, and opportunity for professional growth.
Robust time off benefits including vacation, free choice, sick leave, paid holidays
Comprehensive benefits package including medical, prescription, dental, life insurance, long-term disability, employee assistance program
Retirement programs including 401a (100% company paid up to 13% of base salary), 457 match up to $2,500 per year, retiree medical
Voluntary benefits including supplemental and dependent life insurance, vision, flexible spending, AFLAC options, LifeLock anti-theft, long term care, tuition reimbursement, HOPE loan
About The BWL
The Board of Water & Light serves Lansing, Michigan, and surrounding areas with electricity, water, and steam. Lansing's city charter vests the BWL with full and exclusive management of water, steam, and electric services for the city. The American Public Power Association has honored the Lansing Board of Water & Light as one of the country's best publicly-owned utilities.
The Location:
Lansing, MI provides the opportunity to enjoy all seasons of fun and beauty. With the Grand River open for kayaking, lush golf courses, 17+ miles of trails for biking/hiking/running, Potter Park Zoo, and the sports, the arts and fine foods that comes from being near a major University, Michigan State University, there is a spot for everyone. The area is a short drive from Lake Michigan's shoreline where there is views of natural beauty, boating, fishing, and windsurfing.
THE BOARD OF WATER AND LIGHT IS AN EQUAL OPPORTUNITY EMPLOYER
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