A career in Customer Service will provide the opportunity to provide customer service relating to billing/collections as well as customer inquiries. This typically includes ensuring that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, in a timely manner and in accordance with the consumer laws. Verifies the identity of new and existing customers. Additionally, this involves ensuring good customer relations are maintained.
Roles within Customer Service are responsible for providing the best possible service in relation to billing inquiries, credit and collection, service requests (usually related to gas turn-ons), suggestions, and complaints, customer verification, as well as social media interactions. This includes ensuring positive interactions at the call centers and customer service walk-in centers. The team is responsible for tracking BPU complaints and other mandated customer experience metrics. This also includes providing and monitoring energy assistance to those who qualify. Also includes workforce management and forecasting scheduling needs. Additionally, this may include providing customers with information on programs available for energy assistance.
Roles and responsibilities for this position include, but are not limited to:
- Requiring working knowledge and skills developed through formal training or work experience
- Identifying the problems and all relevant issues in straightforward situations, assessing each using standard procedures, and making sound decisions
- Working within established procedures with a moderate degree of supervision
This role will require established skills to perform a range of routine activities. You will work on assignments that are semi-routine in nature, but recognize the need for occasional deviation from accepted practice. Additionally, it is expected that you will have a small role in decision making.
It is expected that your role applies acquired job skills and company policies and procedures to complete assigned tasks. It is also expected that your role impacts the quality of your own work and team. You will follow established procedures on routine work and receive instructions only on new assignments. Your role typically reports to Team Leads/ Supervisors/ Managers.
Additionally, the level and nature of interaction of your role includes:
- Understanding how the assigned duties relate to others in the team and how the team integrates with other related teams
This is a role that ensures that the business runs smoothly, effectively, and professionally. This typically includes back office staff.
- High School Diploma or GED
- Typically requires 1-2 years of related experience.
Training for this role will be approximately 8 weeks in length, for 40 hours/week. Post training, this is a part-time, 20 hour/week position.