Floater

Dickson Electric•Dickson, TN

About The Position

The purpose of the Floater is to provide professional and efficient customer service to walk-in or telephone customers. The Floater position is to work where needed, either in Bookkeeping, Cashier, Customer Service, Reception, or other areas as required to serve the DES customers.

Requirements

High School Diploma/ GED required with up to (2) years’ experience in customer service or related field. Or any equivalent combination of education and experience sufficient to successfully perform the essential duties
Ability to effectively communicate with customers, other employees of DES and the general public in a professional businesslike manner.
Professional telephone communication skills.
Intermediate computer and data entry skills.
Must have the highest degree of integrity, honesty, pleasant disposition, dependability and tact, and must treat all DES employees with dignity and respect. Must be able to maintain composure during difficult situations to discuss and resolve issues and maintain open communications to achieve DES goals and objectives.
Must believe in, be sympathetic with, and be interested in furthering the public understanding and acceptance of the utility’s objective and be customer service oriented at all times.
Must be willing to work with all employees in the best interest of the utility and to accept changes in work programs and patterns to keep pace with changing times.
Must possess at the time of employment a valid Class D Driver License allowing legal operation of a motor vehicle in Tennessee. Maintaining the Class D or equivalent license is a continuing condition of employment.
Must maintain at the time of employment or obtain at a time designated by DES, a valid certification of proficiency in adult CPR, first aid, and AED.

Responsibilities

Take payments from customers in lobby and at drive through
Post payments under the correct category, i.e. misc. payments, meter base, etc.
Open drop and mail as needed, including sorting, running through opener and delivering mail.
Keep vault clean and organized
Work switchboard as needed, answering phone, opening drop and mail, directing customers in the lobby
Answer bookkeeping/billing calls for electric, broadband, and landfill
Mail bills for Dickson Co Schools, Comcast, and City of Dickson
Apply deposits to customer’s final bill when requested and send refunds or advise customer of amount owed in order to close out customer’s account and do work up refunds for walk in customers
Set up and check bank drafts
Run daily bank draft
Charge daily penalties after bank drafts are processed each morning
Work bad debt payments and notify AWA/Credit Bureau System
Set up and remove levelized billing for customers
Make address changes and mail bills to updated addresses
For prepay accts, reinstate bad debt to current CMB acct and correct myusage with debt recovery balance
Open mail and process when time allows
Process returned checks (cardpointe, draft returns, & first fed checks)
Process credit memo from DCSW/Jackie
Process DCSW/Landfill exemptions/reductions & add to exemption master list
Charge and correspond with Jackie for any backbilled landfill accts
Know how to assist customers with customer portal (set up autopay, add/manage accts, register acct for monitoring)
Transfer balances/credits to accounts, when necessary, in CMB
Correct misapplied payments
Check final bills and mail
Batch out Broadband turn offs/final bills
Set up orders for new customers and existing customers for electric and broadband services.
Take orders from customers, input data and handle all necessary steps for services, disconnects, reconnects, new construction, meter change outs, address changes, name changes, and process permits.
Answer general questions around electric and broadband services.
Run credit checks and determine deposit amounts.
Collect deposits, construction charges, meter base charges, engineering fees and permit fees and route paperwork to appropriate departments.
Communicate with Engineering, Meter, Construction and Broadband departments on connect/disconnect orders and new construction orders and to solve related problems.
Complete paperwork and input data for new construction requests that needs to be sent to Engineering, and route those orders to Construction department daily.
Balance deposit and fee money collected during the day and deliver to Customer Service Supervisor.
Work with Bookkeeping to correct inaccuracies in CMB.
Sell state electrical permits, meter bases, and collect fees.
Work meter orders (turn-ons and turn-offs) on a daily basis and consult with Meter department and CSA, when necessary, in order to resolve problems with work orders.
Work closely with Collections on delinquent accounts and name changes on accounts to catch attempts to avoid unpaid bills.
Obtain lease agreements or closing statements on new accounts or transfers and talk frequently with apartment managers and landlords.
Obtain 911 GIS documentation for new construction accounts. Communicate with 911 coordinators from multiple counties.
Notify Residential Energy Advisor of security light outages.
Communicate with Collections department on bad debt and non-payment accounts. Set up accounts on Easy Pay and if applicable, set up on debt recovery.
Other duties as assigned.