Customer Support Representative

Description

Primary Functions

Assist in maintaining an efficient and effective office operation serving as a customer support representative and performing duties as delegated by this job description and supervisory personnel. Comply with all policies outlined in employee handbook.

Essential Functions

•  Managing large amounts of inbound and outbound calls in a timely manner 
• Identifying customers’ needs, clarify information, research every issue and providing solutions Provide information and assistance to the public; respond to questions, complaints, or requests for service; analyze data to determine proper response to inquiries.
• Research requests, problems, and complaints and initiate appropriate action; generate work orders to resolve service issues.
• Perform data entry functions by keying data into computer system; enter, retrieve, review, or modify data in computer database; verify accuracy of entered data and make corrections.
• Take on-and-off orders for utility service by telephone, correspondence and in person.
• Use various computer systems extensively to enter data of new utility customers and make data changes; interact with customers, coordinate with utility field and billing, check credit ratings & obtain other information to assist customers.
• Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures with phone call, emails, or walk-in customers.
• Create orders to install, remove and repair meters, disconnect, restore, or verify services and to perform other service-related changes or repairs.
• Explain and handle leak adjustment requests as set forth in the leak adjustment policy.
• Assist customers with payment arrangements, and any other assistance they may require.
• Search for balances that can be transferred.
• Process and correct monthly zip code report. 
• Perform related duties and responsibilities as required. 
• Emergency duty as assigned
• Other duties as assigned

Requirements

JOB SPECIFICATIONS: specialized, technical, or practical knowledge, skills, experience, or abilities are needed to perform the job.

A. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• High school diploma or GED
• Valid Tennessee Driver’s License
• Three or more years of experience or training

KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED (cont.):

• Fundamental principles of human relations 
• English usage and bilingual is preferred
• Business math 
• Customer service public contact experience involving the use of personal computers; preferably in a call center environment

B. SKILLS REQUIRED:

• Excellent computer and typing skills in office applications
• Office procedures and equipment 
• Ten key skills
• Strong phone and verbal communication skills along with active listening and the ability to ask probing questions,      understand concerns, and overcome objections
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone. 
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively 
• Ability to learn and navigate new software quickly

C. ABILITIES REQUIRED (work characteristics, behaviors, leadership abilities, etc.):

• Must have initiative and be resourceful in problem solving 
• Self-motivated, requiring minimal supervision
• Strong communication skills, both verbal and written 
• Work requires the ability to read reports, bills, manuals, memorandum, policies, procedures, and general correspondence.
• Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures.
• Work requires the ability to perform general math calculations such as addition, subtraction, multiplication, and division.
• Work requires the ability to author reports, letters, and general correspondence. 
• Normal tasks require the use of definite procedures with moderate deviation. Judgment is required to apply the proper course of action. 

PHYSICAL DEMANDS: physical demands under which the job is performed:

• Typically sitting at a desk or table.
• Intermittently sitting, standing, or walking.

WORKING CONDITIONS: normal or usual conditions where work is performed:

Work is performed in office setting with moderate noise (primarily from office equipment). The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.