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.
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 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.
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