Lead Utility CIS Representative
Summary
Responsible leading day-to-day tasks of Utility CIS Representatives and Collections staff to ensure appropriate management of customer commercial account information and collection practices to deliver effective service to customers while securing efficient debt collection practices.
Salary: depending on qualifications and experience
Essential Duties and Responsibilities
Provide leadership to Utility CIS Representatives in the commercial accounts and collections divisions.
Monitor and review procedures to ensure best practice methods are being utilized to provide superior customer service and expedite timely resolutions.
Resolve escalated customer issues.
Monitor customer account records and service orders created by staff to ensure accuracy.
Maintain weekly attendance reports and timesheets for all department staff.
May explain and calculate residential and commercial rates.
May dispatch utility connect/re-connect information to field personnel.
May mail out meter test results to customers who request a test of their electric and water meters.
May prepare the Cut Off list for field personnel.
May assume division responsibilities in the absence of the supervisor.
Minimum Qualifications
High School Diploma or General Equivalency Diploma (GED)
4 years related experience
Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
Preferred Qualifications
Education/ Experience:
Six months of advanced study
4-6 years experience in utility collections, customer service or related field
Knowledge, Skills & Abilities
Sufficient knowledge in general customer service practices and procedures
Sufficient knowledge of utility operations and rate structures
Sufficient knowledge of common collection practices
Skill in general computer operations (Microsoft Excel and Word)
Skill in using CIS software
Ability to resolve complex customer issues
Ability to effectively communicate with both internal and external customers
Licenses and Certifications
No Licenses/ Certifications required
Physical Requirements / Work Environment
The incumbent works in an office environment with occasional noise and other environmental conditions or hazards.