Job Information
Satilla REMC Customer Service Representative (CSR) in Jesup, Georgia
- SUMMARY OF POSITION:
Provides prompt, efficient, effective and courteous front line customer service to Cooperative member-consumers by performing required office duties, learning and applying pertinent Cooperative policies and procedures, using proper telephone etiquette and customer service skills. Position duties are accomplished in accordance with approved budgets, objectives, policies, practices, procedures, Service Rules and Regulations and philosophies of the Cooperative.
- ESSENTIAL DUTIES AND RESPONSIBILITIES:
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``` 1. 1. Training 1. Participates in all Customer Service training and safety programs of the Cooperative as directed. 2. Learns policies, practices, procedures, Service Rules and Regulations, and philosophies of the Cooperative related to employee responsibilities, including general introduction to Electric Distribution System Technology and Terminology/Basic Electricity. 3. Gains working knowledge of all aspects of Customer Service Manual for quick reference use.
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``` 1. 2. General Duties: 1. Answers customer inquiries by becoming knowledgeable and using information contained in Cooperative data files. 2. Receives and accounts for payments, including balancing cash drawer, preparing cashier report and bank deposit. 3. Performs necessary procedures to obtain Credit Checks on new applicants. 4. Develops a working knowledge of:
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``` 1. 1. 1. 1. Billing cycles and rates. 2. New applicant procedures. 3. Red Flags rules and applying proper controls to prevent identity theft. 4. Energy assistance programs provided by external entities in our service area. 5. Collection procedures and making payment arrangements as outlined in the Customer Service Manual. 6. Data processing. 7. Operations, employee ID codes, call signals, and radio use procedures. 8. Emergency/storm procedures and the Calls Manager Program. 9. Programs that the Cooperative offers to customers. 10. Cooperative website and online services. 11. Renewable energy programs
Reports customer feedback to CSR Supervisor in an effort to identify trends in customer concerns or customer desire for new products or services.
Processes returned mail to ensure proper delivery.
Works with various county code inspectors to ensure proper permits are obtained when necessary.
Answers incoming telephone calls and responds accordingly.
Generates necessary service orders.
Provides assistance in opening of mail and preparation for posting when required.
Prepares billing forms to request changes to customer accounts.
Refers to a Customer Service Supervisor those situations that are beyond his/her scope of training or when a customer requests intervention of a supervisor.
Maintains records necessary to duties.
Promotes Smart Change, Real Protection, and other similar initiatives.
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