PLEASE NOTE: This posting is not to fill an immediate need, but rather to build a pipeline of qualified candidates for future opportunities.
A career in Customer Service will provide the opportunity to support customer inquiries. This typically includes ensuring that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, in a timely manner and in accordance with the consumer laws.
Roles within Customer Service are responsible for providing the best possible service in relation to billing inquiries, credit and collection, customer financial assistance programs, service requests (usually related to gas turn-ons), suggestions, complaints, customer verification, as well as social media interactions. This includes ensuring accurate information is relayed at the call centers and customer service walk-in centers. The team is responsible for tracking BPU complaints and other mandated customer experience metrics.
PLEASE NOTE: This posting is not to fill an immediate need, but rather to build a pipeline of qualified candidates for future opportunities.
Days & Hours: New hires into this position may be required to work 8 or 10-hour schedules with start times determined at the discretion of the company. Employees in this role may be required to work Saturdays.
Pay Rate - $20.13
Essential Functions:
Addresses and responds to all customer inquiries.
Utilizes Company Systems to complete transactions needed to maintain and establish customer account and billing records.
Provides overall satisfactory customer service experience.
Answer all customer inquiries; in person, verbal, and written in accordance with Company and BPU policies.
Process To Do types as described in the company's internal CIS system.
Prepare transactions needed to establish and/or update customer account/ billing record, meter and service work order activity, gas leaks, merchandise loans, deposits and budgets.
Address and respond to incoming correspondences.
Discuss with customers collection activity, payment arrangements, assistance programs, and overdue balances.
Process, post, and balance incoming customer payments.
Assist in training of other Customer Representatives as directed by Supervision.
Perform other customer service and clerical related duties as required by Supervision.
Required Background:
High School Diploma
Applicants must pass basic skills test
Preferred Background:
Call center experience
Prior job experience meeting KPIs
Bilingual
Industry Experience: Banking, Mortgage, Utility, Medical Administration, Dispatcher, Military
Required Skills:
Hard Skills
Microsoft Office
Ability to operate multiple systems at once
Critical Thinking skills
Soft Skills
Ability to deal w/ general public
Ability to answer questions and resolve issues quickly
De-escalation skills
Ability to function in high pressure environment
Ability to process and retain a lot of information
Exceptional organizational skills
Ability to work in team environment
Ability to work "in the gray"
Preferred Skills/traits:
Self-sufficient
Independent
Resourceful
Comfortable adhering to a schedule where every minute is accounted for