Customer Service Representative – Service Area Lead

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

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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 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.

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