JOB SUMMARY:

The Customer Service Representative serves as ENSTAR's point of contact for assisting customers in person, over the phone, and email with requests/questions regarding initiating and discontinuing service, billing, payments, and account changes. This position also creates work orders via online system for the operations department and assists with general concerns and complaints.

ESSENTIAL FUNCTIONS:

• Respond to customer questions and concerns via phone (call center environment), customer service lobby, and through correspondence.
• Enter customer applications and miscellaneous changes into ENSTAR's Customer Care and Billing (CC&B) software system.
• Initiate work orders for the Meter Reading, Service, Distribution and Measurement departments via computer software system; process work orders for customers.
• Research account and billing discrepancies; perform account adjustments as necessary.
• Cross-train with other department tasks.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent.
• One year of prior customer service experience, call center experience preferred.
• Proficiency with Microsoft Office Suite, specifically Excel and Word.
• Strong math, accounting, and clerical skills.
• Strong verbal and written communication skills.
• Ability to type 50+ wpm 10-key by touch.
• Ten-key calculator by touch.
• Professional telephone etiquette.
• Professional personal appearance.
• Enthusiastic and energetic customer service attitude.
• Prior utility industry experience is desirable, but not required.
• Ability to pass a drug, background, credit, past employment, and driving record screening.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent interpersonal skills to work effectively and cooperatively with all levels of management and staff.
• Ability to effectively and professionally assist customers in a demanding, multi-task environment.
• Effective oral and written communication skills to effectively communicate policies and procedures to others.
• Ability to use general office equipment such as computer, fax, phone, copier, etc.
• Strong customer service skills, including active listening, prompt service, follow-up, value added service, one-call resolution, and customer appreciation.
• Ability to convey information clearly, effectively, and professionally.
• Active listening skills; attentiveness when listening to others to understand, ask appropriate questions, etc.
• Ability to perform basic math (add, subtract, multiply, divide) quickly and correctly.

OTHER REQUIREMENTS:

• Must maintain a positive work atmosphere through effective interactions and communications with co-workers, customers and management.
• Must maintain a safe environment for co-workers, customers and the public through adherence to established safety standards and timely reporting of potential hazards.
• Must adhere to ENSTAR's policies and procedures related to the code of business ethics, compliance, responsible use of assets, and all applicable state and federal laws.

PHYSICAL EFFORT: sitting, walking, bending over, talking, repetitive use of hands/ arms, grasping, lifting up to 25 lbs., carrying up to 25 lbs., eye/and coordination, fine manipulation.

VISUAL ACUITY: Close and distance vision, color vision, ability to adjust focus.

MENTAL EFFORT: analytically thinking, communication (using effective verbal communication and written communication), handling stress & emotions, concentrating on tasks, discriminating colors, remember details, making decisions, adjusting to changes, examining/ observing details.

ENVIRONMENTAL FACTORS: inside, working with others and working alone.

The statements contained in this job description are intended to describe the general content and requirements for performance of this job. It is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Others duties may be assigned.

EOE/AA/M/F/VETS/DISABLED