Customer Service Representative

The Customer Service Representative performs the following:

Address customer bill, service and account inquiries received via phone with the goal of providing first contact resolution

Provide customers with specific account information, update and maintain accounts as requested, performing the appropriate research, and using the necessary resources to ensure accurate, efficient, and expedient responses.

Use knowledge of ETG services and products to provide customers with solutions that alleviate their challenges, issues, or concerns.

Prepare field orders (including but not limited to turn-ons, turn-offs, transfers, leak survey, meter change and removals)

Perform transactions related to and including activation of new customer accounts

Communicate general information to address customer needs, including but not limited to web-based applications, payment options, payment locations and contact info, payment terms and information intended to help customers better understand their service, bills, or account status

Utilize guidance provided through company and departmental policies, procedures, work rules and other sources of guidance, including leadership, to make decisions regarding account protection, collection, and adjustments, including but not limited to budgets and payment arrangements

Ensure performance of work occurs within regulatory requirements, while always working within company and departmental policies, procedures, work rules and other sources of guidance, including leadership

Support and provide knowledge transfer to fellow employees.

Offer solutions and solve problems that may require reliance on conceptual thinking

Provide information related to utility assistance and other options.

Coordinate work requests with appropriate departments and service centers; informs customers of actions taken.

Report service disruptions internal and external (vendor, process & systems).

Adhere to established performance standards, policy, procedure and quality standards within service standards or metrics for work performed.

Participate in product or system testing as requested

Perform other duties as assigned

Effectively transfer misdirected customer requests to an appropriate department when assistance cannot be provided

Assist employees of a higher classification as assigned by management and perform other similar or less skilled work as assigned by management.