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