Customer Credit Representative

AES US•Dayton, OH

About The Position

The Customer Credit Representative (CSR-1) responds to customer inquiries under general supervision, primarily handling inbound residential customer phone calls. Calls may involve basic billing, collections, payment agreements, electric choice, general account maintenance, and outages for all customer types. The role provides professional, timely, and accurate customer service; maintains and verifies customer account records; uses systems related to Customer Service; and directs calls to other work groups when appropriate. Employees must follow company policies and procedures, meet performance metrics, work safely, and use sound judgment when handling confidential information. The role requires successful completion of job-related training and demonstration of job skills. The time required to become fully qualified is six months, including meeting performance metrics. Management provides quarterly performance evaluations during the first year. Employees may be required to work overtime and are expected to respond to overtime requests. Other duties may be assigned.

Requirements

High school diploma or equivalent.
Basic computer skills.
Basic keyboarding skills.
Professional verbal and written communication skills.
Basic math skills.
Ability to receive direction and take appropriate action.
Ability to receive constructive feedback and coaching.
Six months as a Customer Credit Representative and meeting all performance metrics are required for fully qualified status.

Responsibilities

Respond to and analyze customer inquiries concerning billing, collections, payment agreements, electric choice, account maintenance, and outages.
Explain Company offerings to customers when applicable.
Update and maintain customer account records.
Verify and update account information such as customer name, address, and phone number.
Operate systems used in Customer Service.
Direct calls to other work groups when appropriate.
Meet or exceed required performance metrics and adhere to Company guidelines, policies, and procedures.
Use good judgment when handling confidential information, including customer information.
Communicate professionally with internal and external customers.
Work safely and complete job-related training and skill demonstrations.
Respond to overtime requests and work overtime as required.
Perform other duties as assigned.