Job Description

Under basic
supervision, performs routine customer service duties to include answering
inbound calls, processing service orders, and updating accounts.

CSR I employees
provide frontline support to utility customers, escalate complex issues to
higher tiers, and build foundational knowledge of utility operations.

This role requires
proficiency in contact center software and

adherence to
established performance metrics (KPIs).

Position Essential
Functions:

• Answer inbound
calls, emails, and chat communication using contact center software.

• Process standard
service requests (start, stop, transfers, reconnects, disconnections).

• Provide account
balance and payment information.

• Process customer
payments, returned mail, and account updates related to billing correspondence.

• Conduct outbound
calls to notify customers of leak alerts, declined payments, or other
urgent account issues.

• Enter and update
customer information in the Customer Information System (CIS).

• Escalate billing
disputes, compliance issues, or unusual account problems to CSR II or III.

• Maintain
performance expectations, including contact center Key Performance Indicators
(KPIs).

• Perform other
duties as required or assigned.

Requirements

Essential Function
Requirements:

• 0–2 years customer
service experience (utilities preferred but not required).

• High school
diploma or equivalent.

• Strong
communication and interpersonal skills.

• Basic computer
literacy and data entry accuracy.

KPI EXPECTATIONS:

• Average Handle
Time (AHT): 8:30 minutes

• After Call Work
(ACW): 2:00 minutes

• Adherence: 90%

• Quality: Effective
(75%)