Customer Care Advisor na City of Rochester, MN
City of Rochester, MN · Rochester, Estados Unidos Da América · Onsite
- Professional
- Escritório em Rochester
About the Department
We believe EQUITY should be at the center of all our work. We strive to represent our community in our teammates, as we know that diverse and inclusive teams are more innovative, and have an empowering impact on the work, progress and culture of our community.
It takes us all working together
The Customer Care Advisor plays a vital role in delivering exceptional service to utility customers. This position requires the ability to manage emotionally charged and highly confrontational situations with professionalism, empathy, and composure. Advisors work in a fast-paced environment, handling a high volume of phone calls and customer transactions daily while maintaining accuracy and efficiency. Individuals in this position respond to in-person, telephone and online customer inquiries, process payments, resolve billing and credit issues, schedule and process service orders, and identify additional customer needs.
$29.40 per hour with advancement to $36.93 after 5 years.
Position Duties
The work below is representative of the scope of work performed within this job classification. Individual job duties will vary based on work assignment or location.
*Customer Service & Account Support
- Respond promptly and professionally to customer inquiries, concerns, and complaints related to utility services.
- Process applications for new utility services and coordinate related field service requests.
- Establish accounts for new construction projects and service connections.
- Clearly explain billing procedures, credit policies, and collection processes.
- Provide accurate information regarding electric and water service details, rates, and usage.
- Participate in the creation and promotion of new products/services and prepare promotional materials
*Account Management
- Create, maintain, and evaluate customer account management processes to ensure data accuracy.
- Monitor accounts for delinquent payments and initiate appropriate follow-up actions.
- Set up, manage, and maintain optional payment arrangements or pay plans.
- Review customer credit histories to determine appropriate deposit requirements.
- Investigate irregular consumption patterns and escalate concerns for further review when necessary.
*Cash Management & Reconciliation
- Process customer payments accurately and prepare daily deposit batches for the bank.
- Reconcile customer account payments and balance accounts receivable records.
- Ensure financial transactions comply with established accounting and audit procedures.
Perform other duties as assigned or necessary
*ESSENTIAL JOB FUNCTIONS
Minimum Qualifications
Education and Experience
High school diploma or equivalent GED,
AND
A minimum of two (2) years' experience providing professional level customer service in a high-volume call center environment
Desirable Qualifications
Post-secondary education in business, finance, accounting, communications or related field. Preferred candidates will have additional training and experience interacting with a highly diverse customer population; ability to proficiently speak additional languages utilizing both oral and written communications.
Other Qualifications
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of: office methods and procedures, telephone techniques and office equipment; English, math, spelling, punctuation, sentence structure and grammar.
Skill in: maintaining cooperative working relationships; operating multi-line telephone system; cash handling and payment processing; communicating kindly and precisely in verbal or spoken conversations as well as in written formats.
Ability to: learn and apply SAP CCS/CRM & other specialized tools specifically related to this position; exercise good judgment in analyzing transactions and determining appropriate actions; listen and respond quickly and courteously to customers' requests; meet and communicate with customers in a tactful, efficient manner either in person or over the telephone or by correspondence; enter account data into computer with accuracy; maintain composure in stressful situations; maintain confidentiality; foster and inspire teamwork; understand the business of RPU, maintain and expand knowledge of relevant utility industry issues; and operate cashiering software.
PHYSICAL AND ENVIRONMENTAL CRITERIA
In compliance with the Americans with Disabilities Act, the following represents the physical and environmental demands for this position. The employee must be able to perform the essential functions with or without accommodation.
In consideration of the overall amount of physical effort required to perform this position, the work is best described as Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
Movements such as stooping, kneeling, crouching or bending are rarely required. Reaching overhead or in front of body is sometimes required.
Simultaneous and repetitive use of the hand, wrist, and fingers is often required.
Excellent sensory skills (sight, hearing, speech), are essential, as well as ability to communicate effectively.
The majority of the workday is spent indoors viewing a computer screen.
