Customer Service Associate I

The Customer Service Associate I is a business-to-business role which is accountable for facilitating accurate resolution of internal and external inquiries and issues pertaining to processing for assigned clients.  Also, responsible for timely response to inquiries and issues, while maintaining a high level of customer satisfaction. 

** Schedule: Monday - Friday with a flexible start time between 7:30am - 9:00am

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Independently analyzes issues and processes, and clearly communicates, both verbally and in writing, to routine questions, processing issues, and requests according to company defined procedures/standards.


• Researches and analyzes payment history and recognizes when to contact vendors or customers to resolve exceptions and make payment decisions in a timely manner for all clients.


• Acts as a positive representative of the company, both internally and externally, making customers and their needs the primary focus of one’s actions by helping to develop customer relationships.


• Keeps management informed of significant issues that may require additional attention, or may threaten the account relationship, on a timely basis.


• Suggests changes and/or enhancements to existing procedures to improve service to clients and internal processes.


• Works independently and with other internal departments to coordinate file maintenance and client validation file/database updates.


• Seeks guidance from the appropriate resource on significant non-routine issues.


• Documents and reports on errors made by all other Utility departments.


• Works overtime as needed.


• Other duties as assigned.


• Training is onsite Monday-Friday from 8:00am-4:30pm for approximately 90 days.

KNOWLEDGE AND MINIMUM REQUIREMENTS:

• Good interpersonal skills that will maximize client responsiveness and facilitate development of a solid working relationship with both utility clients and other staff members.


• Strong organizational skills with the ability to handle multiple tasks simul­ta­neously.


• Working knowledge of office equipment such as fax machine, copy machine, and telephone.  Proficient in Microsoft Office.


• Good problem-solving skills and attention to details.


• College-level course work in a general or business administration area or equivalent experience.


• Minimum 6 months customer service experience in a general business environment or equivalent experience.