The Customer Service Representative (CSR) independently resolves a variety of customer inquiries that are scripted, may not be scripted, or have specific guidelines in place or policy-based calls that are interfaced with technology. By way of illustration, call types include but are not limited to:
Credit and collection calls such as bill payment options, general account information, assistance programs and reconnections.
Gas and electric emergencies such as gas leaks, wire down, outages and carbon monoxide.
Appliance repair calls such as service orders, no heat, fuel lines and enrollments.
Account correction calls such as updating identification, spelling corrections and special mailing addresses.
Order fulfillment, billing rates, meter reading, new construction order, customer moving orders, distribution orders (investigate electric lines, stray voltage and forestry) and meter orders (repair and exchange).
Key Responsibilities
Enter new /updated customer information into computer-based system in order to process orders, forms and applications.
Research required information using available resources.
Manage and resolve customer complaints.
Document all call information according to standard operating procedures.
Complete call logs and produce call reports.
Apply investigation, counseling and negotiation skills.
Employ active listening skills, including during tense emergency situations.
Must successfully complete paid training programs (typically up to six months but up to one year in some areas) and be able to perform those duties in order to complete required assessments.
