Utility Customer Support - I

City of Lubbock•1401 Ave. K Lubbock, TX

6d•Onsite

About The Position

Interacts with internal and external customers concerning all aspects of all municipal utilities, including electric, water, waste water, storm water, and solid waste. Works under close supervision with minimal latitude for the use of initiative and independent judgement.

Requirements

Completion of high school, GED, or specialized vocational training
Minimum of 2 years of customer service experience, preferably in a call center environment
Good oral and written communication skills
Typing skills at minimum of 40 words per minute
Knowledge of effective customer service and de-escalation techniques
Knowledge of customer information or billing software
Knowledge of telephone etiquette
Knowledge of billing principles
Ability to communicate effectively in a courteous manner
Ability to prepare and maintain accurate records
Ability to effectively operate a personal computer and a variety of computer software programs simultaneously
Ability to access multiple systems and capture information while responding real-time to customer inquiries
Practice active listening skills
Perform basic mathematical calculations using addition, subtraction, multiplication, and division
Make sound judgements regarding customer issues while following established policies and procedures
Handle payments and receipts in an accurate manner
Ability to read and follow directions

Responsibilities

Answers questions concerning service, billing and payments and takes appropriate action
Uses company policies to determine one call resolution
Inputs data into various systems and computer applications to update customer records
Quickly and accurately analyzes customer inquiries in order to resolve issues with the goal of one contact resolution
Review customer interval data in order to provide information on rates and charges for municipal services
May accept payment, maintain receipts, and balance cash drawer
Ability to multitask by utilizing a personal computer running multiple software applications while assisting customers via phone, email, or in person
Ability to obtain, verify, and enter confidential customer information into Customer Information System
Provide water and electric conservation tips
Requires regular attendance and punctuality along with being prepared to commence work at the beginning of the shift
Other duties as assigned