Customer Service Representative, 1st Six Months OR Senior Customer Service Representative

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Customer Service Representative, 1st Six Months OR Senior Customer Service Representative

Salary

$24.53 - $38.22 Hourly

Location

Reedsport, OR

Job Type

Full-time

Job Number

24-18

Department

Employee, Customer & Community Services

Division

Customer Service

Opening Date

10/02/2024

Closing Date

Continuous

• Description

• Benefits

• Questions

Description

This is a continuous posting with a first review of applications on Thursday October 17, 2024

Central Lincoln PUD is looking to fill a Customer Service Representative, 1st Six Months (Starting Salary: $24.53/Hour) at our Reedsport office OR a Senior Customer Service Representative (Salary: $38.22/Hour). The position filled will be determined based on our current vacancy at time of hire. The position offered to the final candidate will be dependent on their education, experience, and internal pay equity.

Your job in the department is to . . .

Serve as the first point of contact for customers.

Senior Customer Service Representative is also responsible for directing and training other Customer Service Representative in all duties assigned.

Your job also involves . . .

Identifying, investigating and resolving customer issues, process payments, and update customer accounts, processes service orders to establish or discontinue electrical service, and manage delinquent accounts. Representatives work individually and as a team to meet Central Lincoln’s objectives and exceed our customers’ expectations

Essential Functions

JOB FUNCTIONS

Customer Service:

• Interact with internal and external customers via phone, in person, email, and written correspondence.

• Answer phones promptly and courteously utilizing company procedures.

• Receive and respond professionally and accurately to all customer inquiries regarding service, customer disputes, billing questions, cancellations, and new customer sign-up.

• Support customers in setting up and troubleshooting various programs including but not limited to, SmartHub, Auto Pay, Energy Services and rebates.

• Provide consistent and sustained positive and measurable customer service experiences for internal and external customers resulting in increased customer satisfaction, high customer engagement, effective dispute and conflict resolution, and positive public reviews.

Processing Payment & Cash Handling:

• Process payments in varying methods including cash, check, credit cards.

• Responsible for daily balancing, preparing bank deposits and change orders.

• Monitor delinquent accounts, negotiate payment arrangements, and make referrals to appropriate assistance agencies.

• Prepare accounts for collection agency and write off process.

• Assist vendor in ongoing collection inquiries and disputes.

• Run routine reports and update account information to ensure accurate account records.

Assist the senior and train other Customer Service Representatives with all duties assigned.

Complete special projects and other duties as assigned to meet team, department and Central Lincoln goals while actively demonstrating accountability and responsibility for achieving desired outcomes and measurable results.

• May also be responsible for mail room duties, including operating mailing equipment, general office and interoffice mail routing, preparing and distributing courier boxes.

Senior Customer Service Representative ONLY:

Direct and Train other Customer Service Representatives in all duties assigned.

Knowledge, Skills & Abilities

KNOWLEDGE, SKILLS AND/OR ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The required knowledge, skills and/or abilities are listed below:

Knowledge of:

• Computer proficiency in Windows and Microsoft applications.

• Cash handling and balancing.

• External computer application systems.

Skill or ability to:

• Must possess a professional demeanor and telephone etiquette.

• Must possess excellent customer service, data entry and typing skills.

• Must work efficiently and effectively, both independently and as a team.

• Handle multi-line phone systems during heavy call volume in a professional and efficient manner.

• Use multi-screen customer information system to enter data.

• Analyze data and perform complex bill calculations.

• Identify issues, make decisions, and resolve problems.

• Ensure customer concerns are understood and clearly explain resolution to the customer.

• Excellent oral and written communication skills necessary to communicate clearly and effectively with internal and external customers, vendors, contractors, and other diverse audiences while providing outstanding customer service. Demonstrated ability and competency to communicate clearly and concisely.

• Work in conjunction with other departments to resolve customer issues.

• Must be able to react well under pressure and treat others with respect.

• Follow Central Lincoln Rules & Regulations, procedures, guidelines and policies, including the safety requirements of this position.

• Follow all company and industry policies, procedures, laws and standards around the handling of sensitive/confidential customer information.

• Convey information, ideas, and facts both orally and in writing to supervisors, colleagues, and individuals, inside and outside Central Lincoln, using language and a format the audience will best understand.

• Utilize computers and other technology to communicate in written and verbal forms (e.g., word processing, texts, emails, spreadsheets, department-specific software).

• Effectively relate well with others, including supervisors, colleagues, and individuals inside and outside Central Lincoln. Exhibit a professional manner in dealing with others and working to maintain constructive working relationships.

• Take personal responsibility for the quality and timeliness of work. Show up to work on time, and follows instructions, policies, and procedures. Meet productivity standards, deadlines, and work schedules.

Minimum Qualifications and Progression

Minimum Education Level

High School Diploma / GED

Minimum Experience Level

Two years

Specifics: Business office experience that demonstrates the required knowledge, skills and abilities.

Substitution Note: A bachelor’s degree in lieu of experience may be qualifying. Any combination of education, experience and training which demonstrates the ability to perform the required job functions may be qualifying.

WORKING CONDITIONS

Job Conditions: Typical Office Environment: The work in this position is primarily conducted in a temperature-controlled office environment. Office spaces include traditional office lighting (including fluorescent lighting), as well as shared office spaces and facilities that result in consistent and frequent noise (often louder than ambient noise), conversations among employees and clients, interruptions and other similar distractions.

Work Location: Central Lincoln-Reedsport.

Travel: Travel occasionally via traditional modes of transportation (including airline travel) over long distances, some of which may involve one or more night stays out of town, both within and outside the state of Oregon. Travel to any Central Lincoln Office is required for training and staffing needs.

PHYSICAL DEMANDS

The physical demands are typical of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical capability to handle high mobility demands and complex personal interactions.

• Physical Ability: Tasks involve the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (0-25 pounds).

• Sensory Requirements: Some tasks require visual perception and discrimination. Most tasks require oral communications ability. Some tasks require the ability to perceive and discriminate sounds.

• Environmental Factors: Tasks are regularly performed without exposure to adverse environmental conditions, such as dirt, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, machinery, vibrations, electric currents, traffic hazards, animals/wildlife, toxic/poisonous agents, violence, disease, or pathogenic substances.

REASONABLE ACCOMMODATIONS

Central Lincoln is committed to providing reasonable accommodations as required by the Americans with Disabilities Act (ADA). This job description indicates, in general, the nature and levels of work, knowledge, skills, abilities, and essential functions expected of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

Customer Service Representative Pay Progression:

1st 6 Months: $24.53

Junior A: $28.03

Junior B: $31.54

Junior C1: $35.04

Junior C2: $35.49

Junior C3: $35.80

Junior C+: $36.40

Central Lincoln is pleased to offer an extensive range of benefits to help our employees stay healthy and plan for their financial futures:

Competitive Wages

Personal Time Off (PTO) , Holidays

Medical, Rx, Dental and Optical Insurance

Life and AD&D Insurance

Long Term Disability Insurance

Short Term Disability Insurance (Voluntary)

Flexible Spending Accounts

401(k) Contribution Plan/Employer Match

457 Deferred Compensation Plan

Employer contributions to an HRA VEBA

Complete details regarding coverage are located in the plan documents, summary plan descriptions, labor contracts and administrative policies that are provided to new employees.

Central Lincoln reserves the right to modify or terminate in the future any benefit program that is now or later offered to you.

01

We will be filling either the Customer Service Representative 1st Six Months or the Senior Customer Service Representative depending on the vacancy available at hire. Which vacancy are you willing to accept?

• CSR, 1st Six Months

• Senior CSR

• Either the CSR 1st Six Months or Senior CSR

  02

  Why do you want to work for Central Lincoln as a Customer Service Representative?

  03

  Please rate your proficiency using the following computer programs and/or software on a scale of 1-10. 1 being not proficient and 10 being very proficient. 1. Microsoft Word 2.Microsoft Outlook (Email) 3. Microsoft Excel 4. Microsoft Power Point 5. Mitel (Phone System) 6. Snagit (Screenshots) 7. Chrome/Internet Explorer 8. Zoom/Teams/Slack

  04

  Are there any other Computer programs and/or software are you familiar with that was not included in the previous question. How have you used them and why?

  05

  Give an example demonstrating your ability to work with a team member that has a different personality/work style than yourself. Explain how you differed, what difficulty it caused, and what steps you took to resolve it.

  06

  Do you have experience working in a fast paced office environment? Please explain.

  07

  Provide a specific example of a time you had to handle multiple responsibilities simultaneously. How did you prioritize and organize your duties?

  08

  We will accept applications for this position for three weeks. Once the pool of candidates is established, it will be used to fill future positions for up to twelve months. Are you interested in your application staying on file for twelve months for consideration?

• Yes

• No

  Required Question

Agency

Central Lincoln Peoples' Utility District

Address

Central Lincoln PUD 2129 N Coast Highway Newport, Oregon, 97365

Phone

(541) 574-2012

Website

http://www.clpud.org

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