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Senior Client Support Specialist
2 months ago
Location: Burlington, VT
Job Type: Regular Full Time Non Exempt
Department: Burlington Electric
FLSA: Non-Exempt
Bargaining Unit: IBEW
Position Overview
The Senior Client Support Specialist is a key member of the Center for Customer Care and Energy Services at Burlington Electric Department (BED). This role is pivotal in delivering courteous and precise responses to customer inquiries, aiming to foster an outstanding customer experience. Responsibilities include informing customers about BED's policies, programs, and services, as well as conveying customer feedback to relevant BED personnel. Additionally, this position coordinates various customer notifications, such as 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.
- Manage a comprehensive range of customer service requests 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 communication with residential and small commercial clients regarding energy efficiency programs and services.
- Engage in training sessions with Energy Services and Resource Planning to enhance customer care capabilities.
- Relay information about customer-reported power outages to the appropriate BED teams.
- Serve as a cashier/receptionist as needed.
- Maintain accurate records of daily payment processing and customer correspondence.
- Participate in weekly team meetings to discuss customer care strategies.
- Administer adjustments and changes to customer accounts.
- Assist in developing and maintaining customer care procedures and training materials.
- Represent BED at community events to promote services and programs.
- Coordinate the distribution of past due and collection notices.
- Prepare necessary reports and audits related to customer accounts.
- Conduct maintenance of budget plans and manage inactive accounts.
- Provide training and support to team members in billing and customer service functions.
- Collaborate with the collection agency and billing department as required.
- Commitment to diversity, equity, and cultural competency.
- Associate's Degree with seven years of customer service experience, including five years in the utility sector, or equivalent experience.
- Completion of relevant educational courses or certifications in customer service or energy efficiency.
- Proficiency in customer billing and energy efficiency knowledge.
- Excellent communication skills and ability to work collaboratively.
- Detail-oriented with strong organizational skills.
- Ability to adapt to changing tasks and manage multiple responsibilities.
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. Our comprehensive benefits program includes medical/dental coverage, retirement plans, and wellness incentives.
