[Remote] Customer Service Representative (Term-Limited Temporary)

Note: The job is a remote job and is open to candidates in USA. Seattle City Light is one of the nation’s largest municipally owned utilities, recognized for its commitment to energy efficiency and environmental stewardship. They are hiring Customer Service Representatives to manage customer inquiries, handle billing processes, and perform remote disconnections and reconnections of electricity.

Responsibilities

• Provide excellent customer service in a contact center environment
• Responds to billing questions and complaints; explains billing process, rate structure, and consumption patterns to utility customers; answers customer questions regarding individual bills; refers customer service complaints to appropriate personnel for correction and/or follow-up actions
• Updates and maintains accurate account information in the computerized customer billing system by putting in changes, such as name and address changes, and billing adjustments such as adding/removing fees associated with power disconnections
• Assists customers with questions regarding special utility programs, services, and payment plans, in accordance with established guidelines and procedures. Explains policies and procedures to utility customers
• Explains special billing and service programs to customers, e.g., Budget Billing, low-income utility assistance; determines probability of eligibility based on specific written guidelines; refers customers to appropriate office/agency
• Performs remote electric disconnects and reconnects
• Performs other related duties of a comparable level/type as assigned

Skills

• Requires a minimum of one year of clerical and/or experience in a billing process (or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class)
• One or more years of direct public contact experience in a billing process and/or customer service role of explaining, negotiating, and handling difficult billing, accounting, and customer service issues
• One or more years of outbound collection experience
• Computer Skills, Excel, Word, Outlook
• Ability to work in a team environment
• Ability to effectively diffuse upset customers
• Ability to assimilate and follow processes and procedures
• Excellent verbal and written communication skills

Benefits

• Vacation
• Holiday
• Sick leave
• Medical
• Dental
• Vision
• Life and long-term disability insurance for employees and their dependents

Company Overview