Customer Care Advisor Job at City of Rochester
JOB
Customer Care AdvisorRochester Public UtilitiesRPU, a division of the City of Rochester, MN, is the largest municipal utility in the State of Minnesota. RPU serves over 57,000 electric customers and 41,000 water customers in a 60 square mile service area, and has revenues nearing $161 million annually.Vision- "We Will Set the Standard for Service" Our vision is based on six core values which are Safety, Integrity, Service, Stewardship, Accountability, and Skill.www.rpu.orgThe City of Rochester is committed to a community where all members feel a sense of belonging. We commit to recognizing the diversity of our community members, listening to ALL voices and providing equitable services to create an inclusive place to live, play and work.We believe EQUITY should be at the center of all our work. We strive to represent our community in our teammates, as we know that diverse and inclusive teams are more innovative, and have an empowering impact on the work, progress and culture of our community.It takes us all working together Nature of WorkThe Customer Care division is located in the main lobby of the Rochester Public Utilities Service Center and members of this team are the first point of contact representing RPU by exhibiting a friendly and professional attitude at all times. Individuals in this position respond to in-person, telephone and online customer inquiries, process payments, resolve billing and credit issues, and identify additional customer needs. This includes performing simple accounting, cash handling and credit/debit card processing. Distinguishing characteristics of this position are that the incumbent will be required to handle emotional and highly confrontational responses from others while maintaining a calm and objective demeanor. Customer Care Advisors work in a fast paced environment, handling a high volume of various customer transactions each day. Starting Rate of Pay$26.05 per hour with advancement to $33.80 after 6 years based on 2022 figuresApplications will be accepted until the opening is filled with priority consideration provided to applications received by November 7, 2022.
EXAMPLE OF DUTIES
The work below is representative of the scope of work performed within this job classification. Individual job duties will vary based on work assignment or location.*Respond to utility customer service inquiries, problems, and complaintsProcess applications for utility service and field requests in a timely mannerEstablish utility service for new construction accountsExplain standard billing, credit and collection procedures to utility customersProvide customers with optional service information and energy management options*Create, maintain, and evaluate customer account management processMonitor customer accounts for payment delinquenciesProvide, establish and maintain customer optional pay plansAnalyze customer credit history to determine deposit requirementsReview customer accounts with irregular consumption patterns to determine if further action is necessary*Perform cash management functions•Process customer payments and prepare batch for daily bank depositBalance payments posted on customers' accounts and reconcile accounts receivable.Participate in the creation and promotion of new products/services and prepare promotional materialsPerform other duties as assigned or necessary*ESSENTIAL JOB FUNCTIONS
MINIMUM QUALIFICATIONS
Education and ExperienceHigh school diploma or equivalent GED,ANDA minimum of two (2) years' experience providing professional level customer service in a high volume call center environment, responding to customer inquiries or needs, processing payments, and resolving billing and credit issues; demonstrated proficiency using Microsoft Office applications; strong organizational skills and self-motivation, with the ability to exercise independent judgment; and communication skills necessary to interact effectively with employees, departments, management, and the general public.Desirable QualificationsPost-secondary education in business, finance, accounting, communications or related field. Preferred candidates will have additional training and experience interacting with a highly diverse customer population; ability to proficiently speak additional languages utilizing both oral and written communications.
SUPPLEMENTAL INFORMATION
KNOWLEDGE, SKILLS, AND ABILITIESKnowledge of: office methods and procedures, telephone techniques and office equipment; and English, math, spelling, punctuation, sentence structure and grammar.Skill in: maintaining cooperative working relationships; operating multi-line telephone system.Ability to: learn and apply CIS/CRM & other specialized tools specifically related to this position; exercise good judgment in analyzing transactions and determining appropriate actions; listen and respond quickly and courteously to customers' requests; meet and communicate with customers in a tactful, efficient manner either in person or over the telephone or by correspondence; enter account data into computer with accuracy; maintain composure in stressful situations; maintain confidentiality; foster and inspire teamwork; understand the business of RPU, maintain and expand knowledge of relevant utility industry issues; and operate cash register and/or cashiering software.PHYSICAL AND ENVIRONMENTAL CRITERIAIn compliance with the Americans with Disabilities Act, the following represents the physical and environmental demands for this position. The employee must be able to perform the essential functions with or without accommodation.In consideration of the overall amount of physical effort required to perform this position, the work is best described as Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.Movements such as stooping, kneeling, crouching or bending are rarely required. Reaching overhead or in front of body is sometimes required.Simultaneous and repetitive use of the hand, wrist, and fingers is often required.Excellent sensory skills (sight, hearing, speech), are essential, as well as ability to communicate effectively.The majority of the workday is spent indoors viewing a computer screen.
Please Note :
apexdining.ca is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, apexdining.ca provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
Customer Care AdvisorRochester Public UtilitiesRPU, a division of the City of Rochester, MN, is the largest municipal utility in the State of Minnesota. RPU serves over 57,000 electric customers and 41,000 water customers in a 60 square mile service area, and has revenues nearing $161 million annually.Vision- "We Will Set the Standard for Service" Our vision is based on six core values which are Safety, Integrity, Service, Stewardship, Accountability, and Skill.www.rpu.orgThe City of Rochester is committed to a community where all members feel a sense of belonging. We commit to recognizing the diversity of our community members, listening to ALL voices and providing equitable services to create an inclusive place to live, play and work.We believe EQUITY should be at the center of all our work. We strive to represent our community in our teammates, as we know that diverse and inclusive teams are more innovative, and have an empowering impact on the work, progress and culture of our community.It takes us all working together Nature of WorkThe Customer Care division is located in the main lobby of the Rochester Public Utilities Service Center and members of this team are the first point of contact representing RPU by exhibiting a friendly and professional attitude at all times. Individuals in this position respond to in-person, telephone and online customer inquiries, process payments, resolve billing and credit issues, and identify additional customer needs. This includes performing simple accounting, cash handling and credit/debit card processing. Distinguishing characteristics of this position are that the incumbent will be required to handle emotional and highly confrontational responses from others while maintaining a calm and objective demeanor. Customer Care Advisors work in a fast paced environment, handling a high volume of various customer transactions each day. Starting Rate of Pay$26.05 per hour with advancement to $33.80 after 6 years based on 2022 figuresApplications will be accepted until the opening is filled with priority consideration provided to applications received by November 7, 2022.
EXAMPLE OF DUTIES
The work below is representative of the scope of work performed within this job classification. Individual job duties will vary based on work assignment or location.*Respond to utility customer service inquiries, problems, and complaintsProcess applications for utility service and field requests in a timely mannerEstablish utility service for new construction accountsExplain standard billing, credit and collection procedures to utility customersProvide customers with optional service information and energy management options*Create, maintain, and evaluate customer account management processMonitor customer accounts for payment delinquenciesProvide, establish and maintain customer optional pay plansAnalyze customer credit history to determine deposit requirementsReview customer accounts with irregular consumption patterns to determine if further action is necessary*Perform cash management functions•Process customer payments and prepare batch for daily bank depositBalance payments posted on customers' accounts and reconcile accounts receivable.Participate in the creation and promotion of new products/services and prepare promotional materialsPerform other duties as assigned or necessary*ESSENTIAL JOB FUNCTIONS
MINIMUM QUALIFICATIONS
Education and ExperienceHigh school diploma or equivalent GED,ANDA minimum of two (2) years' experience providing professional level customer service in a high volume call center environment, responding to customer inquiries or needs, processing payments, and resolving billing and credit issues; demonstrated proficiency using Microsoft Office applications; strong organizational skills and self-motivation, with the ability to exercise independent judgment; and communication skills necessary to interact effectively with employees, departments, management, and the general public.Desirable QualificationsPost-secondary education in business, finance, accounting, communications or related field. Preferred candidates will have additional training and experience interacting with a highly diverse customer population; ability to proficiently speak additional languages utilizing both oral and written communications.
SUPPLEMENTAL INFORMATION
KNOWLEDGE, SKILLS, AND ABILITIESKnowledge of: office methods and procedures, telephone techniques and office equipment; and English, math, spelling, punctuation, sentence structure and grammar.Skill in: maintaining cooperative working relationships; operating multi-line telephone system.Ability to: learn and apply CIS/CRM & other specialized tools specifically related to this position; exercise good judgment in analyzing transactions and determining appropriate actions; listen and respond quickly and courteously to customers' requests; meet and communicate with customers in a tactful, efficient manner either in person or over the telephone or by correspondence; enter account data into computer with accuracy; maintain composure in stressful situations; maintain confidentiality; foster and inspire teamwork; understand the business of RPU, maintain and expand knowledge of relevant utility industry issues; and operate cash register and/or cashiering software.PHYSICAL AND ENVIRONMENTAL CRITERIAIn compliance with the Americans with Disabilities Act, the following represents the physical and environmental demands for this position. The employee must be able to perform the essential functions with or without accommodation.In consideration of the overall amount of physical effort required to perform this position, the work is best described as Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.Movements such as stooping, kneeling, crouching or bending are rarely required. Reaching overhead or in front of body is sometimes required.Simultaneous and repetitive use of the hand, wrist, and fingers is often required.Excellent sensory skills (sight, hearing, speech), are essential, as well as ability to communicate effectively.The majority of the workday is spent indoors viewing a computer screen.
Please Note :
apexdining.ca is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, apexdining.ca provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.