What are the responsibilities and job description for the Customer Service Representative position at Lincoln Electric System?
Located in Lincoln, Nebraska, customer-owned LES is one of the nation’s leading utility companies. We’re recognized for low costs, reliability, financial stability, innovation, environmental stewardship, community involvement and exceptional customer service. So, if you are looking for a career, and not just a job; if you value working in an atmosphere that values passion and talent, high personal standards, service excellence, the environment and the community in which we live- LES may be the place for you. Please note, LES is interested in every qualified candidate who is eligible to work in the United States. However, LES is not able to sponsor employment-based immigrant or non-immigrant visas. This is not a remote position and requires residency within reasonable commuting distance to LES in Lincoln, Nebraska daily.
Job Title
Customer Service Representative
Employment Type
Starting Pay Range
Posting Date
Full-time
$20.12 - $25.15
8/19/2022
Employment Classification
Division
Closing Date
Regular
Customer Services
9/6/2022
CORE COMPETENCIES & ESSENTIAL DUTIES
Manages customer phone calls, walk-ins and electronic correspondence in a professional, courteous, timely and non-discriminatory manner. Maintains customer records in accordance with LES Policies and Procedures, and Service Regulations. Sets the tone for customer interactions by projecting a positive and professional, customer-focused image of LES. Maintains confidentiality of all customer accounts per privacy laws. Consistent and reliable attendance is required. Please note, LES is interested in every qualified candidate who is eligible to work in the United States. However, LES is not able to sponsor employment-based immigrant or non-immigrant visas. This is not a remote position and requires residency within reasonable commuting distance to LES in Lincoln, Nebraska daily.
- Accesses and interprets customer records accurately.
- Maintains and updates customer records such as mailing address changes, service orders, service notifications, and new account number assignment.
- Assists customers with making payment arrangements on accounts.
- Provides customers with account information over the phone or in person to obtain community or governmental assistance for bill payment.
- Educates and enrolls customers in a variety of programs and plans to include budget billing, bank billing, online bill pay, and paperless billing, etc.
- Resolves customer disputes regarding previous payments and other phone inquiries in a professional and timely manner with the ability to correct or adjust any billing up to $50, when necessary
- Performs a variety of account maintenance functions which may include processing return mail, documenting accounts for skip tracing, preparing the daily bank deposit, balancing bus passes, etc.
Adaptability – Seeking a candidate who maintains a positive attitude in the face of change and appropriately adjusts behavior and activities to changing conditions.
Accountability – The individual in this position holds self and others responsible for goals, outcomes, deadlines, and objectives and follows through on commitments. Takes accountability for delivering on commitments; owns mistakes and uses them as opportunities for learning and development.
Customer Focus – Searching for a candidate who puts customers, both internal and external, at the center of business decisions in order to identify and respond to current and future customer needs. Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers.
Problem Solving – The ideal candidate in this role solves work-related problems in a logical manner by breaking down large problems into smaller more manageable components.
Communication – The successful candidate expresses ideas and information in a clear and concise manner whether verbally, written, or other means; tailors message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling.
EDUCATION and/or EXPERIENCE
- High school diploma or G.E.D., and
- Customer service, account maintenance or related experience, or
- An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.
CERTIFICATES, LICENSES, REGISTRATIONS
None
EEO Minorities/Women/Disabled/Veterans