Customer Service Representative – Call Center 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 – Call Center, while also assisting the Customer Services Manager with the day-to-day processes in the Call Center, Cashier and Receptionist areas.

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 Call Center, Cashier and Receptionist area; assist Customer Service Management in coordinating work effort and initiatives; serve as liaison between the staff in the Call Center, Cashier, and Receptionist areas and the Customer Service Manager; maintains the ability to answer most technical questions that arise in the Call Center, Cashier, and Receptionist areas; assist the customer service manager with scheduling staff PTO and shifts in work areas to always ensure proper levels of staffing.

Daily duties include: Call Center Area- takes calls from customers answering general customer inquiries regarding CPWS bills, services, and policies. Acts in a professional and cordial manner; de-escalate situations involving dissatisfied customers, offering patient assistance and support. Coordinate CPWS efforts to resolve complaints if follow- up is needed; guide callers through troubleshooting, navigating the company website and services; collaborate with other Customer Service Representatives to improve customer service; promote the sale of Broadband services; assist customers with new service applications and enter information into the Customer Information system as needed; participate in assisting customer requests via email or other electronic forms; assist customer service staff in reviewing and processing service order requests as experience and understanding of customer account information needs increase.

Cashier Area- receive and post payments from customers via lobby, drive-through traffic and electronic methods; count money quickly and accurately; maintain and balance cash drawer; scan checks to the financial institution as needed; verify payments posted are to the correct account such as utility billing accounts, deposits or miscellaneous fees regardless of the method of payment.

Receptionist Area- greet customers and visitors as they arrive in a professional and cordial manner; assist customers with logging into tablets that specify the customer’s need; fulfill customer requests and questions whenever possible; direct customers to appropriate personnel. Track down CPWS personnel when needed for customer interaction; answer phone calls in a professional and cordial manner; and other duties as assigned.

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Required skills/abilities include the following: ability to perform Cashier daily duties; ability to perform Call Center daily duties; perform duties safely without endangering self, others, and the public; be knowledgeable of daily tasks in Call Center, Cashier, and Receptionist Cashier 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 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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