CUSTOMER CARE REPRESENTATIVE - City of Burlington, VT : Job Details

The Customer Care Representative (CCR) position is part of BED's Center for Customer Care and Energy Services and is responsible for providing courteous and accurate responses to all customer inquiries in an effort to create an exceptional customer experience. This position also is responsible for communicating information to customers about BED's policies, programs, and services, and for relaying customer input to appropriate BED staff.

Please note that BED is looking to hire one Customer Care Representative. Applications for both Customer Care Representative and Senior Customer Care Representative will both be considered to fill this opening.

Union Affiliation: International Brotherhood of Electrical Workers (IBEW)

Pay Grade 8: $24.82 - $40.69 Hourly

Remote Tier 3: Up to eight (8) days remote/month.

* Serves as a liaison between customers and BED.

* Handles full range of Customer Care requests via in-person and drive-up window visits, telephone, and email including, but not limited to, bill payments, budget payment plans, negotiation of payment agreements, service orders, title searches, energy audits, and consumption history information.

* Processes electronic payments, including by check, debit card, and/or credit card.

* Processes drop-box payments.

* Processes lock-box banking exceptions.

* Communicates as needed with residential and small commercial customers to promote and provide information concerning BED's energy efficiency and other programs, rates, services, andpolicies.

* Participates in trainings with Energy Services, Resource Planning, and other groups to assist in more effective promotion of customer programs.

* Communicates information regarding customer-reported power outages to BED Dispatch and other relevant staff.

* Serves as cashier/receptionist in a rotation with other CCRs or as otherwise needed.

* Receives, greets, serves, and properly routes customers and other visitors who enter our Pine Street facility.

* Enters and maintains daily payment processing data including, but not limited to, balancing daily cash and check payments.

* Opens Customer Care correspondence received in the BED drop-box and by U.S. Mail.

* Attends and participates in weekly 7:00am Customer Care team meeting.

* Covers responsibilities for Senior CCRs during their absences, during high-volume periods of time, and/or as otherwise needed as directed by the supervisor.

* Administers adjustments and individual rate changes to customer accounts.

* Conducts account adjustments, including transfers.

* Participates in creation and maintenance of written Customer Care procedures and job aid documents designed to streamline workflow.

* Cross-trains in and covers functions of customer billing performed by Senior CCR.

* Participates in trainings with Energy Services, Resource Planning, and other groups to enable more effective, full-service customer care, including more robust promotion of BED programs and services.

* Serves as representative from Customer Care team on department-wide and other committees relevant to internal and external improvements and programs.

* Represents BED at community events and conferences to promote BED brand and customer programs.

Non-Essential Functions:

* Performs other duties as required.

* Demonstrated commitment to diversity, equity, and inclusion as evidence by ongoing trainings and professional development.

* Ability to understand and comply with City standards, safety rules, and personnel policies.

* Associates Degree and two (2) years of customer service experience. Additional years of customer service experience may be substituted for the degree requirement on two (2) years for one (1) year basis.

* Ability to interact with BED customers and other members of the public in a courteous and professional manner at all times.

* Experience within an electric utility preferred.

* Experience in processing and balancing cash receipts preferred.

* Ability to work in a Windows-based computer environment with database, spreadsheet, and word processing software.

* Ability to learn all aspects of BED telephone and customer information systems.

* Ability to work effectively both independently and with co-workers as part of the Customer Care and other teams.

* Detail-oriented and highly organized.

* Excellent verbal and written communication skills.

* Flexibility about changing assignments and ability to handle multiple tasks concurrently.

* Ability to post data and make rapid, accurate mathematical computations.

* Ability to use a 10-key calculator with speed and accuracy.

* Regular attendance necessary and essential to meeting job functions.

* Flexibility regarding scheduled start and finish times required.

* Ability to actively support City diversity, equity, and cultural competency efforts within stated job responsibilities and work effectively across diverse cultures and constituencies.

* Ability to work overtime as needed consistent with the provisions of the BED/IBEW Collective Bargaining Agreement.

Promoting a culture that reveres diversity and equity.

The City of Burlington is proud to be an equal opportunity employer, and we are strongly committed to creating a dynamic and equitable work-force that mirrors the population and world that we serve. We do not discriminate on the basis of political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sex, sexual orientation, gender identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in employment or the provision of services.

In addition to being an equal opportunity employer we actively encourage applicants who can contribute to our growing diversity to apply.

Applications for our employment opportunities are only accepted online through our Government Jobs website.

For accessibility information or alternative formats, please contact Human Resources Department at 802-###-#### or [email protected].