The purpose of this position is to be a part of the front line team at EPB that provides courteous, efficient, and accurate customer service. This team handles connects, disconnects, installs, removals or changes to EPB services, account inquiries, credit arrangements, outage reporting, and processing customer payments, etc.
DUTIES AND RESPONSIBILITIES:
Responsible for all aspects of customer service which include but are not limited to the following:
Deliver EPB’s standard of customer service and build customer satisfaction and loyalty.
Provide effective and timely resolution of a broad range of customer inquiries and requests.
Strive for first time resolution of customer issues.
Complete on-going training to stay abreast of products, service, and policy changes.
Strike a positive and cooperative tone with both customers and coworkers.
Demonstrate best judgment in adjusting complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.
Provide customers information by accessing a variety of database systems.
Process customer payments as needed.
Other job duties as assigned by supervision.
EDUCATION and/or EXPERIENCE
Must have a high school diploma or equivalent education with minimum 1-2 years of related customer service experience.
Must be able to handle each task received from customers, both external and internal, in an efficient manner with a positive and pleasant attitude.
Must have the ability to communicate both verbally and in writing and to effectively present information to customers and employees.
Must have excellent customer service, oral and written communication, interpersonal, problem solving, and teamwork skills.
Must have good math and PC skills including word processing, database knowledge, internet and email.
Must pass Customer Service and Microsoft Word and Excel skills assessments.
Must possess the ability to respond to common inquiries or complaints from customers.
Minimum 2+ years of related customer service experience, preferably in the utility and telecommunications industries.
Call Center and knowledge of telecommunications and internet services a plus.
Working knowledge and experience in Internet Software and Microsoft Exchange.
Must have good listening skills that balance compassion with know-how.