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Lead Customer Support Specialist
2 months ago
Senior Customer Service Representative
Beacon Hill Staffing Group is seeking a dedicated Senior Customer Service Representative to join our team. This role offers a temp-to-perm opportunity with regular business hours, Monday through Friday, and a competitive hourly wage based on experience.
Position Overview
The Senior Customer Service Representative will be responsible for overseeing and managing the Operating Agreement and other essential contracts necessary for the efficient operation and maintenance of municipal electric systems. This role involves ensuring financial integrity through accurate billing, cash collections, and asset management, while meeting the electric power requirements of our clients.
Key Responsibilities
A. Deliver exceptional customer service to electric utility clients, adhering to established policies and procedures.
B. Address all customer service inquiries and concerns, resolving issues in accordance with company protocols or escalating as necessary.
C. Manage complex customer issues, including those referred by other Customer Service Representatives.
D. Review and suggest updates to Customer Service Policies and Procedures.
E. Independently oversee the billing process for clients, ensuring accuracy and timeliness, including reconciliations and refunds.
F. Ensure retail rate changes are accurately reflected in the billing system and verify bills post-adjustment.
G. Assist in scheduling customer service tasks and meter readings, reviewing work calendars and daily task lists.
H. Maintain and update service work orders, ensuring completeness and acting as a resource for team members.
I. Process various financial transactions, including bank drafts and refunds, while maintaining accurate records.
J. Generate daily reports and other necessary documentation as required.
K. Coordinate customer notifications and bill inserts as needed.
L. Ensure proper documentation of customer accounts by team members and maintain proficiency in the Customer Information System.
M. Collaborate with the Business Office Supervisor during significant power outages to manage customer communications.
Physical Requirements
The Senior Customer Service Representative must possess the physical ability to perform office tasks, including operating a personal computer and related equipment. Occasional requirements may include lifting up to 25 pounds and performing tasks that involve bending or kneeling.
Qualifications
A high school diploma or equivalent is required. Candidates should have a minimum of 2 years of experience in municipal electric systems and at least 3 years in customer service and billing systems. Experience in a fast-paced environment is preferred, or an equivalent combination of education and experience.
Beacon Hill is an Equal Opportunity Employer that values diversity in the workplace. We encourage individuals with disabilities and protected veterans to apply.
Company Profile:
Beacon Hill Staffing Group is committed to setting a new standard in staffing solutions, offering unparalleled service and a dedication to project success. Our specialized brands provide a comprehensive suite of staffing services to a diverse range of clients, from emerging growth companies to Fortune 500 firms.
We look forward to the opportunity to work with you.
