Customer Service Representative

Benton PUD is accepting applications for a Customer Service Representative – Limited Assignment position to provide additional support for 6 up to 14 months. The primary purpose of this position is to provide service to customers by performing receptionist, telephone, and mail processing /delivery accountabilities, and payment processing and cashiering duties. We offer a comprehensive compensation and benefits package, including state pension, health benefits, wellness incentives and more! For further position details, minimum requirements and application information, visit our website at www.bentonpud.org/careers.

Equal Opportunity Employer/Veterans/Disabled

Accountabilities

1. Support the District's mission to serve our customers and foster a positive workplace by personally choosing behavior aligned with our values and ethical code.
2. Contribute to achieving the department's service level goals and performance standards by providing quality customer interactions and resolutions on the phone and in person.
3. Ensure customer payment processing is timely and accurate and is in accordance with established District policy and departmental procedures by receiving and posting payments, reconciling cash drawers daily and operating the remittance processing system.
4. Ensure efficient and effective lobby and phone system service by providing prompt greetings, handling routine customer requests, and referring customers to the appropriate department as needed.
5. Maximize efficiency and service by utilizing multiple technologies and systems, recommending enhancements, and by training other customer service employees on use.
6. Ensure efficient and effective lobby service to customers by providing prompt greetings, administering the visitor badging and sign in/out process, handling routine customer requests, and referring customers to the appropriate department as needed.
7. Ensure correspondence and payments are collected in a timely manner by picking up mail at the post office on an as needed basis; opening, sorting and routing of mail; performing Operations facility mail retrieval and delivery; operating postage meter and letter inserting equipment; preparing outgoing mail.
8. Ensure returned mail is handled in an appropriate manner by conducting research to locate current addresses for customers and updating the customer information system in accordance with returned mail procedures.
9. Contribute to achievement of department goals by cross training with Customer Service staff, by assisting in other areas of the department and by performing assigned tasks in support of team members as required.
10. Perform other duties as requested.

Additional accountabilities for Customer Service Representative II:

• Contribute to protecting the District’s assets by preparing for and maintaining accounts for external collections.
• Ensure excellent external customer service by taking and processing requests for starting and stopping service, creating and modifying landlord agreements, assisting with credit issues, receiving and logging outage calls, and resolving other customer service matters.
• Ensure timely account service activity by selecting and completing service orders in the customer information system, initiating disconnect/reconnects and by researching and responding to customer bill and service inquiries.
• Contribute to achievement of department goals by training other customer service employees as requested, cross training in other positions in the department, by assisting in other areas and performing assigned tasks in support of team members as required.

Minimum Qualifications, Experience and Certifications

Required:

• High School Diploma or GED
• Two (2) years prior experience in a directly related customer service position or six (6) months District experience in a department or administrative support position.
• Pass District tests identified in the Office & Customer Service Classification –Testing Profile & Development Plan adopted by Letter of Agreement during the selection process or within two (2) years prior to the posting start date.
• Must possess and maintain a valid driver's license.

Additional Requirement for Customer Service Representative II:

• At least six (6) months experience as CSR I.  The District may approve substitution of other applicable internal or external experience.

Preferred:

• Prefer bilingual in conversational Spanish

 
CREDIT CHECK REQUIREMENT:  This position requires a credit check as a condition of hire.  The selected candidate will be offered the position contingent upon review of credit and determination of suitability.

Knowledge, Skills and Abilities:

• Completion of training requirements for role, including cross training, classes or other training assigned
• Demonstration of strong interpersonal and customer service skills

ADA Requirement

• Attendance: Consistent need to attend work at the job site or work location. Frequent or constant need for punctuality.
• Physical Effort: Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.  Occasional need to move or lift boxes and/or files weighing up to 30 pounds. 
• Environment: Located in a comfortable indoor area.  Any unpleasant conditions would be infrequent and not objectionable.
• Hazards: Most of the time is spent in general office or equivalent conditions.
• Sensory Attention: Typically requires regular use of one or more senses of medium intensity and long duration.
• Job Pressure/Deadline Orientation: Under regular pressure to meet deadlines, quotas and/or must frequently deal with unpleasant issues related to people or situations.