New Braunfels Utilities

About New Braunfels Utilities

TO APPLY PLEASE VISIT OUR WEBSITE AT WWW.NBUTEXAS.COM The Customer Service Representative (CSR) in the Call Center provides excellent customer service to our customers by providing support in all areas concerning their utility accounts. The individual should have excellent written and oral communication skills, a positive attitude, strong work ethic, extreme professionalism, and a passion to serve others. This includes the ability to multi-task and type while talking on the phone without being distracted by others and the ability to manage emotions in stressful situations. Multitasking and stress management skills are essential for this position. The CSR in the Call Center is highly involved in interacting with external and internal customers via telephone, fax, letter or email. In addition, the Customer Service Representative in the Call Center performs basic clerical duties such as filing, organizing, printing, copying, etc. and assists in the operational duties of other areas within Customer Service as needed. GENERAL INQUIRIES - Obtains account information from customers and explains charges on utility bill while maintaining confidentiality - Conducts account searches by utilizing the Customer Information System (CIS); Northstar - Investigates, researches and resolves problems in accordance with established policy and procedures - Collects payments, checks balances, addresses customer concerns, schedules re-reads on meters, schedules energy or water assessments. Calculates and performs qualifiable billing adjustments, as needed. Determines eligibility for extension requests, researches refunds, compares electric and water usages. Corrects misapplied payments, reverses late fees, NSF fees, processing fees, and tampering fees, if applicable. Provides meter reading on electric and water meter. Offers and explains benefits of confidentiality designation for residential customers, mails forms and adjusts accounts. - Assists customers in navigating through NBU website and with registering their account online - Offers and explains the additional services and programs available such as; auto draft, pick your due date, budget billing, senior citizen billing and critical care. Provides appropriate forms and adjusts accounts accordingly. - Provides information about utility bill assistance program and the contact information for the various agencies that provide assistance for the particular need. INITIATE/DISCONNECT/TRANSFER UTILITY SERVICES - Researches CIS system to determine if applicant has any past accounts/balances - Calculates and quotes appropriate deposit amount for location; collects deposit payment - Provides information for alternative forms of deposit other than a deposit payment ie. guarantor, letter of credit, irrevocable letter of credit, credit insurance and the retention periods - Processes Applications or letters of credit received via fax or email - Processes disconnect and transfer of service requests - Obtains personal identification information and other relevant information to complete the application process - Verifies callers' identify via Online Utility Exchange for application or debt collection purposes - Researches CIS system to confirm if applicant has any past account balances. If outstanding balance is found, sets up payment arrangement and forwards to Collections Representative. - Mails payment arrangement agreement to customer and gives copy to Collections Representative UPDATE CUSTOMER ACCOUNTS AND PROCESS REQUESTS - Processes requests such as; mailing address change, contact information changes, last name changes, etc. - Generates Letters of Credit, adds or removes Auto Draft or paperless billing - Reprints, faxes or emails bills or late notices for customers - Provides proof of residence - Provides customer account summaries for tax or financial assistance purposes GENERAL RESPONSIBILITIES - Maintains regular attendance; leave schedule should be managed so as to not interfere with ability to accomplish tasks, including special projects and assignments with deadlines or negatively affect direct reports' ability to do their jobs when applicable - Adheres to NBU safety guidelines and practices - Maintains a clean and safe work area - Maintains strict confidentiality of business, employee and customer information in written and oral communications and safeguards sensitive documents - Develops & maintains effective customer service skills for communications with co-workers, customers and the public in general - Adheres to NBU policies and procedures - Exemplifies NBU Core Values of Integrity, Stewardship, Team and Safety - Participates in and supports initiatives to reach annual NBU Performance Measures EDUCATION - High School Diploma - One or more Years Work Experience - One year of experience in customer service relations, preferably in utilities. - Bilingual in Spanish is a plus OTHER QUALIFICATIONS - Utilize current versions of computer software and hardware provided by NBU to research customer accounts, perform data entry, and to create other documents that are clear, accurate and grammatically correct. - Excellent 10 Key and data entry skills - Ability to efficiently operate various standard office machines like copiers, scanners, and faxes. Job Type: Full-time Salary: $17.16 to $24.88 /hour Experience: call center: 1 year (Preferred) customer service: 1 year (Preferred) Education: High school or equivalent (Preferred) Location: New Braunfels, TX (Preferred) Additional Compensation: Bonuses Work Location: One location Benefits: Health insurance Dental insurance Vision insurance Retirement plan Paid time off Tuition reimbursement Communication method(s) used: Email Job Duties: Answer incoming customer inquiries Record customer information within our customer service database Engage with clients in a friendly and professional manner while actively listening to their concerns Offer support and solutions to customers in accordance with the company's customer service policies Other duties as requested This Company Describes Its Culture as: Detail-oriented -- quality and precision-focused Innovative -- innovative and risk-taking Aggressive -- competitive and growth-oriented Stable -- traditional, stable, strong processes People-oriented -- supportive and fairness-focused Team-oriented -- cooperative and collaborative This Job Is: Open to applicants who do not have a high school diploma/GED Open to applicants who do not have a college diploma Schedule: Monday to Friday No weekends Day shift

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Company Info

Company Type: Government

Company Size: 51 - 250

Revenue: 100 - 500 million (USD)

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Job Ads found: 40

Job Ads per Month: 1.6

Hiring Locations: 1

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