Customer Support Representative

Consolidated Utility District Of Rutherford County•Murfreesboro, TN

22h•Onsite

About The Position

PRIMARY FUNCTIONS Assist in maintaining an efficient and effective office operation serving as a customer service representative and performing duties as delegated by this job description and supervisory personnel. Comply with all policies outlined in employee handbook. ESSENTIAL FUNCTIONS Managing high volume of inbound and outbound calls in a timely manner Identifying customers’ needs, clarifying information, research issues, and provide solutions. Process move request for utility service by telephone, correspondence, and in person. Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures with phone calls, emails, or walk-in customers. Explain and handle leak adjustment requests as set forth in the leak adjustment policy. Assist customers with payment arrangements, and any other assistance they may require. Process and correct monthly zip code report. Assist customer with purchase of new taps. Perform related duties and responsibilities as required. Emergency duty as assigned Other duties as assigned

Requirements

High school diploma or GED
Valid Tennessee Driver’s License
Three or more years of experience or training
Fundamental principles of human relations
English usage, Bi-lingual is a plus
Business math
Excellent computer and typing skills in office applications
Office procedures and equipment
Ten key skills
Strong phone and verbal communication skills along with active listening and the ability to ask probing questions, understand concerns, and overcome objections
Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively Ability to learn and navigate new software quickly
Must have initiative and be resourceful in problem solving
Self-motivated, requiring minimal supervision
Strong communication skills, both verbal and written
Work requires the ability to read reports, bills, manuals, memorandum, policies, procedures, and general correspondence.
Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures.
Work requires the ability to perform general math calculations such as addition, subtraction, multiplication, and division.
Work requires the ability to author reports, letters, and general correspondence.
Normal tasks require the use of definite procedures with moderate deviation. Judgment is required to apply the proper course of action.

Responsibilities

Managing high volume of inbound and outbound calls in a timely manner
Identifying customers’ needs, clarifying information, research issues, and provide solutions.
Process move request for utility service by telephone, correspondence, and in person.
Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures with phone calls, emails, or walk-in customers.
Explain and handle leak adjustment requests as set forth in the leak adjustment policy.
Assist customers with payment arrangements, and any other assistance they may require.
Process and correct monthly zip code report.
Assist customer with purchase of new taps.
Perform related duties and responsibilities as required.
Emergency duty as assigned
Other duties as assigned