Customer Care Advisor

Customer Care Advisor

Rochester Public Utilities

RPU, a division of the City of Rochester, MN, is the largest municipal utility in the State of Minnesota.  RPU serves over 57,000 electric customers and 41,000 water customers in a 60 square mile service area, and has revenues nearing $161 million annually.

Vision- "We Will Set the Standard for Service"

Our vision is based on six core values which are Safety, Integrity, Service, Stewardship, Accountability, and Skill.

www.rpu.org

The City of Rochester is committed to a community where all members feel a sense of belonging. We commit to recognizing the diversity of our community members, listening to ALL voices and providing equitable services to create an inclusive place to live, play and work.

We believe EQUITY should be at the center of all our work. We strive to represent our community in our teammates, as we know that diverse and inclusive teams are more innovative, and have an empowering impact on the work, progress and culture of our community.

It takes us all working together

Nature of Work

The Customer Care division is located in the main lobby of the Rochester Public Utilities Service Center and members of this team are the first point of contact representing RPU by exhibiting a friendly and professional attitude at all times. Individuals in this position respond to in-person, telephone and online customer inquiries, process payments, resolve billing and credit issues, and identify additional customer needs. This includes performing simple accounting, cash handling and credit/debit card processing.

Distinguishing characteristics of this position are that the incumbent will be required to handle emotional and highly confrontational responses from others while maintaining a calm and objective demeanor. Customer Care Advisors work in a fast paced environment, handling a high volume of various customer transactions each day.

Starting Rate of Pay

$28.27 per hour with advancement to $35.51 after 5 years.

To have your application considered in the first round of reviews, please apply before May 18, 2024.

The work below is representative of the scope of work performed within this job classification. Individual job duties will vary based on work assignment or location.

• Respond to utility customer service inquiries, problems, and complaints

• Process applications for utility service and field requests in a timely manner

• Establish utility service for new construction accounts

• Explain standard billing, credit and collection procedures to utility customers

• Provide customers with optional service information and energy management options

• Create, maintain, and evaluate customer account management process

• Monitor customer accounts for payment delinquencies

• Provide, establish and maintain customer optional pay plans

• Analyze customer credit history to determine deposit requirements

• Review customer accounts with irregular consumption patterns to determine if further action is necessary

• Perform cash management functions

• Process customer payments and prepare batch for daily bank deposit

• Balance payments posted on customers' accounts and reconcile accounts receivable.

Participate in the creation and promotion of new products/services and prepare promotional materials

Perform other duties as assigned or necessary

• ESSENTIAL JOB FUNCTIONSEducation and Experience

High school diploma or equivalent GED,

AND

A minimum of two (2) years' experience providing professional level customer service in a high volume call center environment, responding to customer inquiries or needs, processing payments, and resolving billing and credit issues; demonstrated proficiency using Microsoft Office applications; strong organizational skills and self-motivation, with the ability to exercise independent judgment; and communication skills necessary to interact effectively with employees, departments, management, and the general public.

Desirable Qualifications

Post-secondary education in business, finance, accounting, communications or related field. Preferred candidates will have additional training and experience interacting with a highly diverse customer population; ability to proficiently speak additional languages utilizing both oral and written communications.

If this work interests you but you are unsure if you meet all the job requirements listed above, please apply anyway! Your experience is likely more applicable to the role than you think, and the City is interested in candidates who can bring not only technical expertise but a variety of lived experience to the team.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of: office methods and procedures, telephone techniques and office equipment; and English, math, spelling, punctuation, sentence structure and grammar.

Skill in: maintaining cooperative working relationships; operating multi-line telephone system.

Ability to: learn and apply CIS/CRM & other specialized tools specifically related to this position; exercise good judgment in analyzing transactions and determining appropriate actions; listen and respond quickly and courteously to customers' requests; meet and communicate with customers in a tactful, efficient manner either in person or over the telephone or by correspondence; enter account data into computer with accuracy; maintain composure in stressful situations; maintain confidentiality; foster and inspire teamwork; understand the business of RPU, maintain and expand knowledge of relevant utility industry issues; and operate cash register and/or cashiering software.

PHYSICAL AND ENVIRONMENTAL CRITERIA

In compliance with the Americans with Disabilities Act, the following represents the physical and environmental demands for this position. The employee must be able to perform the essential functions with or without accommodation.

In consideration of the overall amount of physical effort required to perform this position, the work is best described as Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Movements such as stooping, kneeling, crouching or bending are rarely required. Reaching overhead or in front of body is sometimes required.

Simultaneous and repetitive use of the hand, wrist, and fingers is often required.

Excellent sensory skills (sight, hearing, speech), are essential, as well as ability to communicate effectively.

The majority of the workday is spent indoors viewing a computer screen.