Under direct but not constant supervision, to handle customer requests for connection and disconnection of service, calls for emergency service, and question's about service; to handle customers' complaints and inquiries, answer questions regarding information shown on customer billing records; and to perform related work as assigned. In this role to perform details of work, such as:
·Take phone/mail/online applications for connection and disconnection of services for all customer classes; calls for emergency service, and correction orders such as changes in name or address, etc.
·Take customers' complaints regarding meters and initiate meter investigations order when necessary.
·Initiate reconnection orders received by telephone from customers for service previously disconnected for non-payment of bills.
·Answer inquiries from customers, electricians, and others regarding service and other information shown on customer billing records.
·Investigate billing records to obtain information where service is used and no customer to bill.
·Grant or deny requests for extension of time to pay on delinquent residential accounts, and accept or refuse partial payments in accordance with established Company policy.
·Discuss high bill complaints, average bills, and bill calculation, including current balances, delinquent balances, and other charges.
·Explain Company credit and collection policies, including collection actions and deposit requests.
·Prepare/issue duplicate bills.
·Receive and process residential and commercial orders for connection and disconnection.
·Handle trouble calls received from customers and report to dispatching according to company policy.
·Process adjustments to customer bills involving late payment charges, corrections of amounts or dates, or other debits/credits as necessary.
·Take action to cancel scheduled cut-off action on residential accounts and perform daily clerical operations, such as customer correspondences/faxes, letters of credit, and other forms or letters requested by customers.
SPECIAL RESPONSIBILITIES:
·To avoid the order of erroneous disconnection of service to customers for nonpayment of bills, and for promptly issuing orders to restore service previously disconnected.
·To hold as confidential information related to customer accounts. For promptly and courteously answering customer inquiries. For accurate entry of customer information on Company records and orders.
For promptly transmitting to dispatching orders for emergency service and reconnection orders.
·To respond for emergency callouts CONTACTS: With all kinds, types, and classes of customers by telephone, in writing, or online.
With other employees in various departments relating to customer billing records and services.
QUALIFICATIONS:
·High School graduate or equivalent.
·Able to demonstrate a businesslike, professional manner in dealing with customers.
·Must pass Company customer service aptitude tests.
·Should have a good command of English and be able to speak distinctly; have the tact and diplomacy essential for customer contact; effective letter writing skills required.
