**Please note, this position is not for immediate hire, rather it is for pipelining purposes for our Customer Service Representative training classes**
A career in Customer Service will provide the opportunity to provide customer service relating to billing/collections as well as 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. Verifies the identity of new and existing customers. Additionally, this involves ensuring good customer relations are maintained.
Roles within Customer Service are responsible for providing the best possible service in relation to billing inquiries, credit and collection, service requests (usually related to gas turn-ons), suggestions, and complaints, customer verification, as well as social media interactions. This includes ensuring positive interactions at the call centers and customer service walk-in centers. The team is responsible for tracking BPU complaints and other mandated customer experience metrics. This also includes providing and monitoring energy assistance to those who qualify. Also includes workforce management and forecasting scheduling needs. Additionally, this may include providing customers with information on programs available for energy assistance.
Essential Functions
Address customer bill, service and account inquiries received via phone with the goal of providing first contact resolution
Provide customers with specific account information, update and maintain accounts as requested, performing the appropriate research, and using the necessary resources to ensure accurate, efficient, and expedient responses.
Use knowledge of ETG services and products to provide customers with solutions that alleviate their challenges, issues, or concerns.
Prepare field orders (including but not limited to turn-ons, turn-offs, transfers, leak survey, meter change and removals)
Perform transactions related to and including activation of new customer accounts
Communicate general information to address customer needs, including but not limited to web-based applications, payment options, payment locations and contact info, payment terms and information intended to help customers better understand their service, bills, or account status
Utilize guidance provided through company and departmental policies, procedures, work rules and other sources of guidance, including leadership, to make decisions regarding account protection, collection, and adjustments, including but not limited to budgets and payment arrangements
Ensure performance of work occurs within regulatory requirements, while always working within company and departmental policies, procedures, work rules and other sources of guidance, including leadership
Support and provide knowledge transfer to fellow employees.
Offer solutions and solve problems that may require reliance on conceptual thinking
Provide information related to utility assistance and other options.
Coordinate work requests with appropriate departments and service centers; informs customers of actions taken.
Report service disruptions internal and external (vendor, process & systems).
Adhere to established performance standards, policy, procedure and quality standards within service standards or metrics for work performed.
Participate in product or system testing as requested
Perform other duties as assigned
Effectively transfer misdirected customer requests to an appropriate department when assistance cannot be provided
Assist employees of a higher classification as assigned by management and perform other similar or less skilled work as assigned by management.