Senior Client Support Specialist

2 weeks ago

Burlington, Vermont, United States City of Burlington, VT Full time
Salary: $53, $87,588.80 Annually

Location: Burlington, VT

Job Type: Regular Full Time Non Exempt

Department: Burlington Electric

FLSA: Non-Exempt

Bargaining Unit: IBEW

General Overview

The Senior Client Support Specialist is a key member of the Burlington Electric Department's Customer Care and Energy Services team. This role is dedicated to delivering polite and precise responses to all customer inquiries, ensuring an outstanding customer experience. The position involves conveying information regarding Burlington Electric's policies, programs, and services, as well as communicating customer feedback to the appropriate personnel. Additionally, this role is tasked with managing various customer notifications, including overdue accounts, service interruptions, and collections.

Union Affiliation: International Brotherhood of Electrical Workers (IBEW)
Pay Grade 10: $25.68-$42.11 Hourly

Key Responsibilities
  • Act as a liaison between customers and Burlington Electric.
  • Address a wide range of customer service requests through in-person interactions, phone calls, and emails, including bill payments, budget plans, and service orders.
  • Process electronic payments via checks, debit cards, and credit cards.
  • Handle drop-box and lock-box banking transactions.
  • Engage with residential and small business customers to promote Burlington Electric's energy efficiency programs and services.
  • Participate in training sessions with Energy Services and Resource Planning to enhance customer service capabilities.
  • Relay information about customer-reported power outages to the appropriate teams.
  • Serve as a cashier/receptionist as needed.
  • Welcome and assist customers and visitors at the facility.
  • Maintain daily payment processing records, ensuring accuracy in cash and check transactions.
  • Open and process customer correspondence received through various channels.
  • Attend weekly team meetings to discuss customer care strategies.
  • Administer adjustments and rate changes to customer accounts.
  • Support the development and maintenance of customer care procedures and training materials.
  • Represent the Customer Care team on relevant committees and at community events.
  • Schedule and send past due and collection notices.
  • Generate billing and audit reports as required.
  • Conduct audits and provide justifications for account corrections.
  • Assist in managing budget plans and inactive accounts.
  • Coordinate with the billing department on meter data management.
Qualifications
  • Commitment to supporting diversity, equity, and cultural competency within the workplace.
  • Associate's Degree and seven years of customer service experience, including five years in the utility sector. Additional customer service experience may substitute for educational requirements.
  • Completion of relevant undergraduate courses or certification in customer service or related fields.
  • Proficiency in customer billing and energy efficiency knowledge.
  • Ability to interact professionally with customers and work effectively in a team environment.
  • Strong organizational skills and attention to detail.
  • Excellent communication skills, both verbal and written.
  • Flexibility to adapt to changing tasks and responsibilities.
Additional Information

The City of Burlington is an equal opportunity employer, dedicated to fostering a diverse and inclusive workforce. We encourage applicants from all backgrounds to apply. For more information about our comprehensive benefits program, please visit our website.

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