Columbia Power & Water Systems is seeking an individual for a full-time, non-exempt position to join our growing organization. This position performs the duties of a Customer Service Representative – Service Area, while also assisting the Customer Service Manager with the day-to-day processes in the customer service area.
Duties/responsibilities include the following: Lead duties include: in the absence of the Customer Service Manager, the position will coordinate the daily activities of the Customer Service Area; assist Customer Service Management in coordinating work effort and initiatives; serve as liaison between the staff in the Customer Service Area and the Customer Service Manager; maintains the ability to answer most technical questions that arise in the Customer Service Area; assist the customer service manager with scheduling staff PTO and shifts in the customer service area to always ensure proper levels of staffing.
Daily duties include: evaluate customer request for connection and disconnection of services, whether in-person or online and determine if service is available at the requested location; determine deposits that may be required; review application for service to ensure completeness, including any customer supplied documents as required by policy; communicate clearly with the customer to ensure the customer’s expectations for service order dates are understood; determine if customer will be a prepay account and if so, clearly communicate this process; enter service order information into the customer information system (CIS). Ensure that all services are included and are coded correctly for service and tax amounts; for tax exempt customers, ensure that proper documentation is provided and scanned on the account; if broadband services are requested, enter the appropriate information into the ancillary billing system and produce order(s) as needed; produce service orders that will be routed to customer records by the proper needed date; encourage the sale of Broadband services; for new service locations, work with the engineering departments to ensure that all prerequisites have been met. Communicate with customers as needed so that fees/requirements can be fulfilled, and other duties as assigned.
Required skills/abilities include the following: ability to perform Customer Service Area daily duties; perform duties safely without endangering self, others, and the public; be knowledgeable of daily tasks in the customer service areas; ability to listen attentively and respond to customer and co-worker questions and concerns; maintain a professional, respectful, and courteous manner; ability to use eyes, hands, and fingers to operate computer keyboard quickly and accurately; ability to read and write; ability to work with the general public; ability to perform repetitive tasks; ability to use mathematical skills to
be able to add, subtract, multiply, and divide all units of measure; ability to read, understand, and follow instructions and job-related material and ability to work inside.
Physical requirements include the following: ability to lift up to 20 pounds; ability to lift and/or carry objects weighing up to 10 pounds for 2 hour a day; ability to use eyes, hands, and fingers to operate computer keyboard quickly and accurately; ability to sit or stand for 2 hours at a time; and the ability to talk, see, hear, reach, handle, and feel.
Education, experience, and qualifications include the following: High School Diploma or equivalent, required; 5-6 years of previous customer service experience required; utility industry experience required; and strong technical knowledge in dealing with customer utility accounts and processes related to utility billing.
To apply, please visit our website at https://cpws.com/employment. Applications will be accepted until the position is filled. Salary commensurate with experience and will only be discussed at interview. Excellent benefit package. Drug-Free Workplace. Drug testing is a condition of employment with CPWS. EOE.
For the complete job description click here
To download a job application PDF click here
To fill out a job application online click here