About the Position
TITLE: CUSTOMER CARE ADVISOR
ORGANIZATION: CUSTOMER EXPERIENCE
APPLICABLE TO: ST. LOUIS (GOB)
Under direct but not constant supervision, to handle customer requests for connection and disconnection of service, calls for emergency service, and questions about service; to handle customers' complaints and inquiries, answer questions regarding information shown on customer billing records; and to perform related work as assigned. In this role to perform details of work, such as:
Take phone/mail/online applications for connection and disconnection of services for all customer classes; calls for emergency service, and correction orders such as changes in name or address, etc.
Explain and respond to customer inquiries regarding payment arrangements, payment extensions, high bill complaints, average bills, and bill calculation, including current balances, delinquent balances, and other charges.
Advise customers of company programs such as budget billing, electronic funds transfer, paperless billing, and text/email notifications.
Take customers' complaints regarding meters and initiate meter investigations order when necessary.
Process customer calls in emergency and outage situations and report to dispatching according to company policy.
Initiate reconnection orders received by telephone from customers for service previously disconnected for non-payment of bills.
Answer inquiries from customers, electricians, and others regarding service and other information shown on customer billing records.
Investigate billing records to obtain information where service is used and no customer to bill.
Grant or deny requests for extension of time to pay on delinquent residential accounts, and accept or refuse partial payments in accordance with established Company policy.
Discuss high bill complaints, average bills, and bill calculation, including current balances, delinquent balances, and other charges.
Explain Company credit and collection policies, including collection actions and deposit requests.
Process adjustments to customer bills involving late payment charges, corrections of amounts or dates, or other debits/credits as necessary.
Perform daily clerical operations, such as customer correspondences/faxes, letters of credit, and other forms or letters requested by customers.
To avoid providing incorrect information to customers or processing erroneous orders.
To hold as confidential information related to customer accounts.
For promptly and courteously answering customer inquiries.
For accurate entry of customer information on Company records and orders.
For promptly transmitting to dispatching orders for emergency service and reconnection orders.
To respond for emergency callouts
With all kinds, types, and classes of customers by telephone, in writing, or online.
With other employees in various departments relating to customer billing records and services.
An Associates' Degree or 60 credit hours towards a Bachelor's degree required from an accredited college or university. Bachelors' Degree preferred.
Must pass Company customer service aptitude test.
Customer service experience in banking, telephone, collections, sales or related area within the last three years is preferred.
Successful candidates must demonstrate a positive, professional manner and should be able to speak distinctly. Candidates must have the tact and diplomacy essential for customer phone interaction and have effective written communication skills and attention to detail. Candidates must be able to handle difficult customers and situations by applying good listening skills, understanding, and empathy.
Candidates must be able to perform the essential functions of the job with or without reasonable accommodation. The Company will provide reasonable accommodation in appropriate circumstances when consistent with applicable law.