Customer Service Representative

Lansing Board of Water & Light • Lansing, MI

1d • Onsite

About The Position

Responsible for effectively interacting with BWL customers regarding service requests; billing/account questions; payment arrangements; new products and services; and BWL policies, rules, regulations and procedures via telephone, email, virtual platform, and direct contact in a PC-based environment.

Requirements

• High School Diploma or equivalent.
• Ability to communicate understandably and legibly via phone, virtual platform, in writing, and multi-task.
• Basic knowledge of clerical functions and computer skills as demonstrated by standardized testing including reading comprehension, arithmetic reasoning, graphic literacy, operating a ten-key calculator (4000 GKPM), typing (35 WPM), MS Word and Excel (beginners), business writing, and CSR assessment.
• Ability to work any schedule.

Nice To Haves

• Five (5) years of previous customer service experience preferred.
• Teamwork experience and Customer Information System (CIS) experience preferred.

Responsibilities

• Processes customer service transactions utilizing information received via telephone, email, or direct personal contact in a PC-based environment.
• Utilizes PC to enter, retrieve and update customer information on the BWL Customer Information System database, e.g., new service requests, account adjustments, deposits, billing account itemizations, etc.
• Utilizes customer relations skills to manage and respond to customer and employee interactions and inquiries via telephone, mail, email, virtual platform, (Teams) and direct contact.
• Responds to inquiries regarding BWL regulations, rules, policies, and procedures.
• Sets up customer collection arrangements in response to requests from customers or to satisfy the need for payment.
• Processes service requests such as account adjustments, rebills, cancellations, itemizations, transfers, etc.
• Communicates orally and in writing.
• Performs other related duties as required or necessitated by job responsibilities.
• Required to follow BWL Safety Manual and wear required personal protective equipment.
• Attends training for safety awareness or skills improvement as required by supervisor, BWL or governmental agency such as MIOSHA.

Benefits

• Competitive wages
• employee development
• opportunity for professional growth
• Robust time off benefits including vacation, free choice, sick leave, parental leave and 11 paid holidays.
• Comprehensive benefits package offered including medical, prescription, dental, life insurance, long-term disability, employee assistance program.
• Voluntary benefits including vision, supplemental and dependent life insurance, flexible spending, AFLAC options, LifeLock anti-theft, long term care, tuition reimbursement, and BWL's Home Purchase Plan – Forgivable $5,000 loan for purchase of a home in Lansing.
• Retirement programs including 401(a) Defined Contribution Plan (DC) (100% company paid up to 9.5 % of base salary for BU positions and up to 13% of base salary for NBU positions), 457 Deferred Compensation matches up to $2,500 per year.
• Post retirement benefits offered at the respective level of coverage, co-pays and health care premium, at the same level as active employees.
• Two fitness centers located on site open 24/7
• work life balance program
• employee assistance program
• free parking

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED