Customer Care Advisor

City of Rochester, MN • Rochester, MN

352d • $29 - $36

About The Position

The Customer Care division is located in the main lobby of the Rochester Public Utilities Service Center and members of this team are the first point of contact representing RPU by exhibiting a friendly and professional attitude at all times. Individuals in this position respond to in-person, telephone and online customer inquiries, process payments, resolve billing and credit issues, schedule and process service orders, and identify additional customer needs. This includes performing accounting, cash handling, check processing, bank reconciliation, and credit/debit card processing. Distinguishing characteristics of this position are that the incumbent will be required to handle emotional and highly confrontational responses from others while maintaining a calm and objective demeanor. Customer Care Advisors work in a fast-paced environment, handling a high volume of calls while completing other various customer transactions each day.

Requirements

• High school diploma or equivalent GED
• A minimum of two (2) years' experience providing professional level customer service in a high volume call center environment
• Demonstrated proficiency using Microsoft Office applications
• Strong organizational skills and self-motivation
• Ability to exercise independent judgment
• Communication skills necessary to interact effectively with employees, departments, management, and the general public

Nice To Haves

• Post-secondary education in business, finance, accounting, communications or related field
• Additional training and experience interacting with a highly diverse customer population
• Ability to proficiently speak additional languages utilizing both oral and written communications

Responsibilities

• Respond to utility customer service inquiries, problems, and complaints
• Process applications for utility service and field requests in a timely manner
• Establish utility service for new construction accounts
• Explain billing, credit and collection procedures to utility customers
• Provide customers with information pertaining to their electric and water services
• Create, maintain, and evaluate customer account management process
• Monitor customer accounts for payment delinquencies
• Provide, establish and maintain customer optional pay plans
• Analyze customer credit history to determine deposit requirements
• Review customer accounts with irregular consumption patterns to determine if further action is necessary
• Perform cash management functions
• Process customer payments and prepare batch for daily bank deposit
• Balance payments posted on customers' accounts and reconcile accounts receivable
• Participate in the creation and promotion of new products/services and prepare promotional materials
• Perform other duties as assigned or necessary

Benefits

• $29.40 per hour starting rate of pay with advancement to $36.93 after 5 years

What This Job Offers

• Industry: Executive, Legislative, and Other General Government Support
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees