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Client Service Associate I

2 months ago

York, Nebraska, United States Nebraska Public Power District Full time

Position Overview:

This role is focused on delivering exceptional customer service and operational support within the Nebraska Public Power District. The successful candidate will engage with both internal and external clients, ensuring a high level of satisfaction through effective communication and problem-solving.

Qualifications:

Applicants must possess a high school diploma or GED, along with a minimum of two years of relevant experience in customer service or operational support. Proficiency in keyboarding skills (at least 35 words per minute) and a professional demeanor are essential.

Career Advancement:

The Customer Service Support Specialist Progression Program outlines a clear path for career growth:

  • Level I: Entry-level position with opportunities for enhanced training after 6 months and a written exam after 12 months.
  • Level II: After 18 months, eligible for an oral exam to achieve Level II status and corresponding compensation.
  • Senior Level: Position determined by business needs, requiring Level II status.

Relevant Experience:

Experience in customer interactions through operational support, retail, sales, or utility-specific environments is required. Familiarity with Windows-based software applications is also necessary.

Key Responsibilities:

  • Professionally interface with customers to provide knowledge-based solutions while adhering to established policies and procedures.
  • Manage customer accounts, including security deposits, payment processing, daily financial reporting, and accurate billing rates.
  • Investigate unusual meter readings and take appropriate actions to ensure accurate billing, utilizing relevant software systems.
  • Oversee the collections process, ensuring proper account management and final billing procedures are followed.
  • Act as a remote agent for the Centralized Customer Contact Center, assisting with customer interactions and maintaining staffing levels during peak times.
  • Engage with large Commercial and Industrial customers regarding overdue balances and facilitate payment arrangements as needed.
  • Analyze technical reports related to energy consumption and rates, collaborating with leadership to ensure customers are on the most beneficial rate plans.

Core Competencies:

Successful candidates will demonstrate strong customer focus, teamwork, integrity, public service commitment, and a dedication to safety and environmental stewardship.