Senior Client Relations 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

Position Overview

The Senior Client Relations Specialist (CRS) role is integral to the Center for Customer Care and Energy Services at BED. This position is tasked with delivering courteous and precise responses to all customer inquiries, aiming to foster an outstanding customer experience. The CRS will also convey information regarding BED's policies, programs, and services to customers while ensuring that customer feedback is communicated to the appropriate BED personnel. Additionally, this role involves 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 BED.
  • Address a wide range of Customer Care inquiries through in-person interactions, phone calls, and emails, including bill payments, service orders, and energy audits.
  • Process electronic payments via various methods, including checks and cards.
  • Facilitate drop-box and lock-box payment processing.
  • Engage with residential and small commercial clients to promote BED's energy efficiency initiatives and services.
  • Participate in training sessions with Energy Services and Resource Planning to enhance customer care capabilities.
  • Relay information about customer-reported power outages to relevant BED staff.
  • 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 Care correspondence received through various channels.
  • Attend weekly Customer Care team meetings.
  • Administer adjustments and rate changes to customer accounts.
  • Support the creation and maintenance of Customer Care procedures and documentation.
  • Train new Customer Care Representatives on billing and operational functions.
  • Represent the Customer Care team on departmental committees focused on improvements.
  • Participate in community events to promote BED's services.
  • Schedule and send past due and collection notices.
  • Generate billing and audit reports as necessary.
  • Conduct audits and communicate account adjustments to relevant staff.
  • Manage budget plan maintenance and customer account transactions.
  • Provide training and support to colleagues in resolving billing and work order issues.
  • Coordinate billing and disconnection schedules.
  • Maintain a calendar for disconnection dates.
  • Collaborate with collection agencies as needed.
  • Work with the Billing Department on meter data management reconciliation.
Qualifications
  • Commitment to supporting diversity, equity, and cultural competency in all job functions.
  • Associate's Degree and seven years of customer service experience, including five years in the utility sector, or equivalent experience.
  • Completion of required educational courses in energy efficiency or related fields.
  • Proficiency in customer billing processes and energy efficiency knowledge.
  • Ability to interact professionally with customers and the public.
  • Strong organizational skills and attention to detail.
  • Excellent communication skills, both verbal and written.
  • Flexibility to adapt to changing assignments and manage multiple tasks.
  • Experience in cash handling preferred.
  • Ability to work independently and collaboratively.
Additional Information

The City of Burlington is an equal opportunity employer committed 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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