CSR, Business Support

JOB SUMMARY:

The employee in this classification is responsible to act as the primary contact for internal and external customers and is responsible for the maintenance, coordination and communication in response to customer account and billing inquiries, concerns, complaints, outage notifications and requests for new services. This position may be required to rotate through various functions as required by the department and/or corporation.

KEY ACCOUNTABILITIES:

• Provide front line service and information to customers and the public concerning corporate services, rates, regulations and policies for both telephone and in-person inquiries
• Receive, investigate and respond to customer inquiries, complaints and outage notifications and direct to the appropriate resource when necessary
• Receive payments, issue refunds, prepare invoices and initiate contact for the production and collection of payments
• Provide excellent customer services to internal and external customers, while following corporate quality guidelines
• Determine customer needs by utilizing precise questioning techniques
• Maintain a working knowledge of departmental systems, processes, policies and procedures and identify and recommend areas of improvement
• Receive, distribute and prepare incoming and outgoing communications both internal and external to the corporation
• Maintain files and records associated with the department
• Assist with the development of training for the department
• Perform general accounting and financial functions as required
• Participate in continuous educational and professional development as required
• Other related and assigned duties

KNOWLEDGE/SKILLS/ABILITIES:

• Bachelor’s Degree, Diploma, Certificate or Program in Business Administration, or equivalent AND/OR;
• Two (2) years of administrative and/or customer service experience utilizing standard corporate software applications (Microsoft Office Suite), or equivalent
• Ability to cooperate and deal tactfully with other staff and the public
• Aptitude for accuracy and detail
• Ability to implement and make sound decisions
• Ability to use standard corporate software applications (Microsoft, SAP, etc.)
• Ability to provide extraordinary customer service for all internal and external customers
• Ability to work independently or as part of a team