About this role
Summary
Responsible for interacting with utility customers or their agents, utilizing various communication avenues to include (but not limited to) telephone, eAssist, email or in person, to resolve a variety of questions and concerns regarding services provided. This position is also responsible for training all new customer service representatives for both the Contact Center and Walk-in Center areas as well as providing continuing education and refresher training both written and verbal for current representatives.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Manage and maintain the city of Garland main directory line. Manage and maintain the Garland Power and Light (GP&L) streetlight outage email and phone lines. Act as back up for Contact or Walk-in Center leads. Manage incoming and outgoing documents pertaining to new and current utility accounts. Primarily responsible for all eAssist service requests. Act as back up to new accounts research and verification when necessary. Maintain and develop training material for both Contact and Walk-in centers. Successfully navigate utility billing system to retrieve and review utility billing data. Provide detailed explanation to customers concerning billing, meter readings, adjustments, charges, and rates pertaining to service accounts. Effectively communicate with all departments within the city as needed.
Minimum Qualifications
High School Diploma or General Equivalency Diploma (GED) 4 years related experience
Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
Preferred Qualifications
Education/ Experience:
Six months of advanced study 4-6 years’ experience with extensive public contact in a customer service capacity
Knowledge, Skills & Abilities
Sufficient knowledge in general customer service practices and procedures, sufficient knowledge of utility operations, skill in general computer operations (Microsoft Excel and Word) Skill in using CIS software, ability to resolve complex customer issues
Licenses and Certifications
No Licenses/ Certifications required
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