Lbwl
Customer Service Representative
Company
Role
Customer Service Representative
Location
United States of America
Job type
Full time
Posted
15 hours ago
Salary
Job description
Thank you for your interest in the BWL. We think you'll find it a rewarding and nurturing place to grow your career.
Starting Salary Range: $30.43 - $32.05GENERAL SUMMARY OF DUTIES:
Responsible for effectively interacting with BWL customers regarding service requests; billing/account questions; payment arrangements; new products and services; and BWL policies, rules, regulations and procedures via telephone, email, virtual platform, and direct contact in a PC-based environment.
ESSENTIAL FUNCTIONS:
Processes customer service transactions utilizing information received via telephone, email, or direct personal contact in a PC-based environment.
Utilizes PC to enter, retrieve and update customer information on the BWL Customer Information System database, e.g., new service requests, account adjustments, deposits, billing account itemizations, etc.
Utilizes customer relations skills to manage and respond to customer and employee interactions and inquiries via telephone, mail, email, virtual platform, (Teams) and direct contact.
Responds to inquiries regarding BWL regulations, rules, policies, and procedures.
Sets up customer collection arrangements in response to requests from customers or to satisfy the need for payment.
Processes service requests such as account adjustments, rebills, cancellations, itemizations, transfers, etc.
Communicates orally and in writing.
Performs other related duties as required or necessitated by job responsibilities.
Required to follow BWL Safety Manual and wear required personal protective equipment.
Attends training for safety awareness or skills improvement as required by supervisor, BWL or governmental agency such as MIOSHA.
JOB SPECIFICATIONS: KNOWLEDGE, SKILLS, ABILITIES
High School Diploma or equivalent.
Ability to communicate understandably and legibly via phone, virtual platform, in writing, and multi-task.
Basic knowledge of clerical functions and computer skills as demonstrated by standardized testing including reading comprehension, arithmetic reasoning, graphic literacy, operating a ten-key calculator (4000 GKPM), typing (35 WPM), MS Word and Excel (beginners), business writing, and CSR assessment.
Ability to work any schedule. Five (5) years of previous customer service experience preferred.
Teamwork experience and Customer Information System (CIS) experience preferred.
PHYSICAL REQUIREMENTS:
Ability to communicate orally via phone, virtual platform, and in person; ability to communicate in written form. Ability to operate a computer, business phone system, fax machine, automated payment system, and credit card machine. Ability to perform data entry via keyboard.
WORKING CONDITIONS:
Normal office environment with moderate ambient noise levels. Considerable sitting. Must be able to work any shift, including nights and weekends.
Why Should You Apply?
Competitive wages, employee development, and opportunity for professional growth.
Robust time off benefits including vacation, free choice, sick leave, parental leave and 11 paid holidays.
Comprehensive benefits package offered including medical, prescription, dental, life insurance, long-term disability, employee assistance program.
Voluntary benefits including vision, supplemental and dependent life insurance, flexible spending, AFLAC options, LifeLock anti-theft, long term care, tuition reimbursement, and BWL's Home Purchase Plan – Forgivable $5,000 loan for purchase of a home in Lansing.
Retirement programs including 401(a) Defined Contribution Plan (DC) (100% company paid up to 9.5 % of base salary for BU positions and up to 13% of base salary for NBU positions), 457 Deferred Compensation matches up to $2,500 per year.
Post retirement benefits offered at the respective level of coverage, co-pays and health care premium, at the same level as active employees.
Two fitness centers located on site open 24/7, work life balance program, employee assistance program, free parking and much more!
About BWL:
The Board of Water & Light serves Lansing, Michigan, and surrounding areas with electricity, water, and steam. Lansing's city charter vests the BWL with full and exclusive management of water, steam, and electric services for or the city. The American Public Power Association has honored the Lansing Board of Water & Light as one of the country's best publicly-owned utilities.
The Location:
Lansing lies at the heart of the Great Lakes State and offers all the beauty and splendor of the four seasons. A haven for swimming, boating, fishing, snowmobiling, golf, and hunting, mid-Michigan is also just a couple hours from premier skiing and one of the most beautiful freshwater lakeshores in the world on our Lake Michigan Coast. Lansing itself is only minutes and miles away from two of the nation’s premier universities, Michigan State University and the University of Michigan, and boasts miles of walking, running, biking trails, Potter Park Zoo, professional sports, the arts, and fine dining.
THE BOARD OF WATER & LIGHT IS AN EQUAL OPPORTUNITY EMPLOYER
