Temporary Call Center Agent

Description

• Assist employees of a higher classification, under close supervision, as assigned
• Answer customer inquiries on meter reading matters, such as explaining the reason that a meter was not read or billed, arranging for meter reading access, accepting customer supplied meter readings, etc., within limits of prescribed procedure
• Interview customers concerning collection and credit problems including, but not limited to: collection of unpaid accounts for gas and electric service, discontinuance reminders and notices for delinquent energy, security deposits, and sundry sales balances, payment arrangements, shut-offs for non-payment, responsibility for charges and explaining related company policies and BPU Tariff regulations, and other related clerical work
• Assist in work of other departments, as required and assigned
• Accept requests for work required for the proper maintenance of service, appliances, meters, etc., and explain Company procedures and, where possible, quote probable costs
• Accept applications from customers for electric and gas service or its discontinuance, determine routine deposit requirements and make referral of unusual cases, explain Company procedures related to such applications, including inspection procedure, deposit requirements, explanation of applicable rates, etc.
• Answer customer inquiries on collection problems, such as making or extending payment arrangements, determining responsibility for charges, authorizing reconnection of service, etc., within limits of prescribed procedure
• Answer customer billing inquiries, accept requests for duplicate bills, explain or arrange for explanation of rate applications, and method of reading meters, etc
• Performs work in the Customer Inquiry and Accounting Center attendant to the proper interviewing or handling applications of customers, by telephone, mail, or in person, concerning collection and credit problems or requests for electric and gas service, or its discontinuance, on problems arising from the use of such service, on collection and meter reading matters and explaining other related miscellaneous Company practices and procedures incidental to the handling of customer inquiries. Duties include such work as:

Requirements

• Must have a general knowledge of the Customer Operations organization, of departmental functions, and of the procedures within the department incident to assigned work
• Must satisfactorily pass designated tests (see letter dated May 1, 2002 entitled Pre-Selection Testing)
• Must be generally familiar with codes and rates and their applications, and have a specific knowledge of the more commonly used rates
• Should have a knowledge of governmental regulations related to credit work
• Should have good computer skills
• Compliance with the Department of Energy’s regulation 10 CFR 810 is required
• Should have a general knowledge of the operation and construction of electric and gas meters and of wiring and piping rules and regulations
• Should be able to interpret simple financial statements and credit reports
• Must be able to understand, transmit, and apply oral and written instructions
• Must have a general knowledge of the Customer Operations organization, of departmental functions, and of procedures within the department incident to assigned work
• Must have a minimum of a high school education, or GED
• Must be generally familiar with the more commonly used electric and gas Appliances, and more commonly used rates their applications
• Must have exceptional pose and tact, as indicated by the ability to handle routine and more complex customer contacts in a pleasant and courteous manner and to explain procedures related to the work of customer and Marketing Services, and collection and credit activities
• Must be neat and accurate in work as indicated by the ability to compile data and to prepare orders, forms, and statements which are used without independent check
• Must be generally familiar with the territory served by the Company

Benefits

• Onsite – roles where employees are expected to be onsite daily.
• Hybrid fixed – roles that are a mix of remote work and onsite work fixed days each week
• Hybrid flexible – roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).

Training + Development

Interview process

Visa Sponsorship

Security clearance