Customer Credit Representative

AES•Dayton, OH

About The Position

The Customer Credit Representative (CSR-1) responds to customer inquiries under general supervision, primarily handling inbound calls from residential customers. Calls may concern 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. Employees work under general instruction and may make decisions within the limitations of standard practices or procedures. Employees are expected to complete job-related training prescribed by management and demonstrate job skills periodically. Work schedules and validation of experience, training, equivalencies, and qualifications follow the provisions of the Compact. Management provides quarterly performance evaluations during the first year. The time required to become fully qualified is six months, with performance measured against the criteria in the job description. The listed tasks are examples and are not exhaustive.

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 and willingness to work overtime as required.
Ability to handle confidential customer information with good judgment.
Ability to receive constructive feedback and coaching.
Six months as a Customer Credit Representative while meeting all performance metrics is required to become fully qualified.

Responsibilities

Respond to and analyze customer inquiries about billing, collections, payment agreements, electric choice, account maintenance, and outages.
Explain relevant Company offerings to customers.
Update and maintain customer account records.
Verify customer account information, including names, addresses, and phone numbers, and update it when necessary.
Operate systems used in Customer Service.
Direct calls to other work groups when appropriate.
Adhere to company guidelines, policies, and established procedures, and meet or exceed required performance metrics.
Use good judgment when handling confidential data, including customer information.
Receive constructive feedback and coaching cooperatively.
Work overtime when required and respond to overtime requests.
Perform work safely.
Communicate professionally with internal and external customers.
Complete job-related training and demonstrate job skills periodically.
Perform other duties as assigned.