Customer Support Specialist - Reading Municipal Light : Job Details

Reading Municipal Light DepartmentJob Position Description Job Title: Customer Support SpecialistReports to: Customer Service, Billing and Collections ManagerDivision: IRD Group: Customer ServiceSteps 1 - 6Revision Date: 12/6/2022Reviewed By: Work Location: 230 Ash St OfficeUnion: Y N AFSCME - CTFLSA: ExemptNon-Exempt This Position Description presents illustrative work activities usually encountered by personnel filling this position. It is not meant to list all possible work activities in all possible work conditions. It is also not meant to define specific limits on work activities that may be performed by any person holding this position. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. Position descriptions may occasionally be changed to allow the RMLD to better meet the needs of the ratepayers, reflect applicable laws and regulations or otherwise implement Commission policies. All non-bargaining unit RMLD workers are employees at will. JOB SUMMARY: The Customer Support Specialist is responsible for providing day-to-day support to RMLD customers and other departments, both clerical and administrative, as well as identifying and resolving customer inquiries and concerns. This position is in a fast-paced environment and requires organizational skills, a professional demeanor, ability to multi-task and prioritize, attention to detail, and the ability to communicate information appropriately and sometimes under difficult situations. ILLUSTRATIVE WORK ACTIVITIES: Initial job activities typically include:

• Performs complete customer service and support duties to meet evolving customer demands. Interacts with outside agencies using the needed form of communication. Working with agencies, such as, town agencies, Department of Public Utilities and applicable state and federal agencies and soliciting support and guidance from RMLD subject matter experts, as appropriate.

• Requires ability to address and reach resolution on customer inquiries regarding transfer of service, billing concerns, metering issues and other meter support as directed, establishing new service, cancellation of existing service, payment assistance, rebate applications, information regarding RMLD programs, rates, fuel and other assistance programs, utility authorization numbers, etc.

• Assists with the maintenance of the front counter by processing payments and handling customer inquiries using RMLD's CRM and billing software.

• Manages the reception area to ensure effective in-person, telephone, and mail communications both internally and externally while maintaining a professional image, to address the request or inquiry. Greets customers and visitors, providing appropriate information regarding terms of service, hours of operation, direction, and representation. Operates the switchboard, ensuring that the main phone line is opened and closed in a timely manner, all incoming calls and voicemails are promptly answered, messages forwarded, and calls transferred to the appropriate personnel.

• Retrieves daily mail and distributes/coordinates incoming and outgoing express mail and packages accordingly.

• Receives renewable energy and rebate applications, home closing documentation, building and demolition permits, bid proposals, etc. Verifies and analyzes the accuracy of all data and information provided.

• Provides processing of customer rebates and incentive programs. Solicits guidance and support of RMLD subject matter experts as appropriate.

• Must have ability to use and understand Microsoft Office software packages. Must also possess the ability to be trained and learn all new programs, RMLD software and maintenance of databases as they are introduced and requested.

• Works effectively and efficiently under pressure, deadlines, and difficult situations. Must be available for occasional storm coverage or other emergency coverage sometimes requiring overnight stays. Must be able to function effectively in a multi tasked oriented, fast paced environment, and can prioritize well.

• Ability to provide credit and collection services (i.e. account inquiry, notice delivery, assistance with field disconnections, establishing payment plans, posting of payments and changes on database). Reconciliation of insufficient funds checks, etc. Able to forward credit and collections interactions to appropriate internal specialists.

• Ability to assist with all aspects of customer billing. Must have ability to use and understand user software including but not limited to: CIS and Microsoft Office.

MINIMUM QUALIFICATIONS Basic Requirements: Bachelor's Degree in Business Administration or equivalent bachelor's degree focus as determined by RMLD. Experience: Minimum of two years of utility-related or relevant experience in performing clerical duties and handling customer service situations such as cashiering, applications, reception, credit, customer representation with special emphasis placed on successfully handling difficult customer situations involving complex issues that must be resolved with specific deadlines. Knowledge, Skills and Abilities: Excellent command of the English language with strong writing and typing ability. Ability to communicate effectively in writing, verbally and in person under occasionally stressful situations. Strong interpersonal organizational and prioritizing skills. Demonstrated ability to follow-up on a timely basis until customer problem is resolved and customer is satisfied. Emphasis will be placed on demonstrated ability to follow-up and resolve customer problems. Must be able to maintain a positive, empathetic, and professional attitude toward customers at all times. Good aptitude for figures, strong organizational skills, excellent customer service skills. Good working knowledge of Microsoft Office including SharePoint. Judgement and Initiative: Ability to use judgement to access internal and external resources needed to resolve customer problems. Ability to take the initiative to identify the problem, troubleshoot the solution, communicate with the customer and follow-up until resolution is achieved. Strong use of listening skills, tact, diplomacy, and confidentiality is essential. Ability to work under deadline pressure and under stressful circumstances is required. Ability to persevere until matter is resolved to customer's satisfaction. Ability to take any necessary action required to meet and satisfy customer needs working within the parameters established by the RMLD and outside governing authorities. Must communicate effectively under stressful and time sensitive conditions both verbally and in writing. Demonstrated ability to establish own work plans and priorities. Manual Skills: Ability to operate communication equipment, customer databases, all other business equipment and to retrieve necessary customer data via computer database. Ability to perform slight to moderate physical activity (i.e. carrying supplies, lifting, bending, etc.). Ability to travel inside RMLD service territory to customer locations in the field. Supervisory: None. License: Driver's License valid in MA is required.