Customer Service Representative (Anchorage)

JOB SUMMARY: The Customer Service Representative serves as ENSTAR's point of contact for assisting customers in person, over the phone, and email with requests/questions regarding initiating and discontinuing service, billing, payments, and account changes. This position also creates work orders via online system for the operations department and assists with general concerns and complaints. After six (6) months of employment, successful candidate may be eligible for up to 50% remote work and/or flex schedules.

ESSENTIAL FUNCTIONS:

• Respond to customer questions and concerns via phone (call center environment), customer service lobby, and through correspondence.
• Enter customer applications and miscellaneous changes into ENSTAR's Customer Care and Billing (CC&B) software system.
• Initiate work orders for the Meter Reading, Service, Distribution and Measurement departments via computer software system, process work orders for customers.
• Research account and billing discrepancies; perform account adjustments as necessary.
• Cross-train with other department tasks.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent.
• One year of prior customer service experience, call center experience preferred.
• Proficiency with Microsoft Office Suite, specifically Excel and Word.
• Strong math, accounting, and clerical skills.
• Strong verbal and written communication skills.
• Ability to type 50+ wpm 10-key by touch.
• Ten-key calculator by touch.
• Professional telephone etiquette.
• Professional personal appearance.
• Enthusiastic and energetic customer service attitude.
• Prior utility industry experience is desirable, but not required.
• Ability to pass a drug, background, credit, past employment, and driving record screening.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent interpersonal skills to work productively and cooperatively with all levels of management and staff.
• Ability to professionally assist customers in a demanding, multi-task environment.
• Adequate oral and written communication skills to communicate policies and procedures to others.
• Ability to use general office equipment such as computer, fax, phone, copier, etc.
• Strong customer service skills, including active listening, prompt service, follow-up, value added service, one-call resolution, and customer appreciation.
• Ability to convey information clearly and professionally.
• Active listening skills: attentiveness when listening to others to understand, ask appropriate questions, etc.
• Ability to perform basic math (add, subtract, multiply, divide) quickly and correctly.

OTHER REQUIREMENTS:

• Must maintain a positive work atmosphere through effective interactions and communications with co-workers, customers, and management.
• Must maintain a safe environment for co-workers, customers, and the public through adherence to established safety standards and timely reporting of potential hazards.
• Must adhere to ENSTAR's policies and procedures related to the code of business ethics, compliance, responsible use of assets, and all applicable state and federal laws.

PHYSICAL EFFORT:

Occasionally

Continuously

Frequently

1. Sitting

x

2. Standing

3. Walking

x

4. Bending Over

x

5. Crawling

6. Climbing

7. Reaching Overhead

8. Crouching

9. Kneeling

10. Balancing

11. Pushing or pulling

12. Talking

x

13. Repetitive use of hands/arms

x

14. Repetitive use of legs

15. Grasping

x

16. Lifting

10lbs or less

x

11 to 25 lbs

x

26 to 50 lbs.

51 to 75 lbs

76 to 100 lbs

Over 100lbs

17. Carrying

10lbs or less

x

11 to 25 lbs

x

26 to 60 lbs

51 to 75 lbs

76 to 100lbs

Over 100lbs

18. Eye/hand coordination

x

19. Fine Manipulation

x

VISUAL ACUITY:

Occasionally

Continuously

Frequently

1. Close vision (clear at 20 "or less)

x

2. Distance vision (clear at 20' or more)

x

3. Color vision (ability to identify and distinguish colors)

x

4 Peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point)

5. Depth perception (three-dimensional vision, ability to judge distances and spatial relationships)

6. Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)

x

7. No special vision requirements

MENTAL EFFORT:

Occasionally

Continuously

Frequently

1. Thinking analytically

x

2. Communication

x

Using effective verbal communication

x

Using effective written communication

x

3. Handling stress & emotions

x

4. Concentrating on tasks

x

5. Discriminating colors

x

6. Remember details

x

7. Making decisions

x

8. Adjusting to changes

x

9. Examining/observing details

x

ENVIRONMENTAL FACTORS:

Occasionally

Continuously

Frequently

1. Inside

x

Hot/Heat

Cold