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Senior Client Relations Associate
2 months ago
Senior Customer Service Representative
Beacon Hill Staffing Group is seeking a Senior Customer Service Representative to join our team. This role offers a temporary to permanent opportunity, with regular business hours from Monday to Friday. Compensation starts at $20 per hour, commensurate with experience.
Position Overview
The Senior Customer Service Representative will oversee the management and execution of the Operating Agreement and other essential contracts necessary for the effective operation and maintenance of municipal electric systems. This role also involves ensuring financial integrity through accurate billing, cash collections, and safeguarding assets, utilizing various processes, procedures, and software systems to meet the electric power needs 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 line with company protocols or escalating as necessary.
C. Manage complex customer issues, including those referred by Customer Service Representatives.
D. Review and suggest modifications to Customer Service Policies and Procedures.
E. Independently oversee the billing process for clients, ensuring accuracy and timeliness, including reconciliations and refunds.
F. Ensure that retail rate adjustments are accurately reflected in the billing system and verify bills post-adjustment for correctness.
G. Assist in scheduling customer service tasks and meter readings, managing the monthly work calendar and daily task lists.
H. Issue and maintain service work orders, ensuring completion and acting as a resource for Customer Service Representatives.
I. Process various payment types, including bank drafts and credit refunds, while managing cash collections and online payments.
J. Generate daily reports, including archive, trial balance, and deposit logs, as needed.
K. Recommend and coordinate customer notifications and bill inserts.
L. Ensure proper documentation of customer accounts by Customer Service Representatives, maintaining a thorough understanding of the Customer Information System to train others and troubleshoot minor issues.
M. Collaborate with the Business Office Supervisor during significant power outages to manage customer communications.
Physical Requirements
The Senior Customer Service Representative must maintain the physical capability to perform office tasks, including operating a personal computer and related equipment. Occasionally, the role may require bending, kneeling, or lifting up to 25 pounds.
Qualifications
A high school diploma or equivalent is required.
Applicants 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 or a combination of education and experience is preferred.
Beacon Hill is an Equal Opportunity Employer, valuing the diversity that strengthens our workplace. We encourage individuals with disabilities and protected veterans to apply.
For more information about Beacon Hill Staffing Group and our specialized divisions, please visit our website. We look forward to collaborating with you.
Beacon Hill. Employing the Future (TM)
