Customer Services Specialist

Customer Services Specialist

The Concord Municipal Light Plant (CMLP) is hiring a full-time Customer Services Specialist. This specialist position is part of the team that provides exceptional customer service to Concord municipal electric, water/sewer, and telecommunication customers in person, on the phone, and via email in a fast-paced and exciting work environment. This position reports to the Customer Service Supervisor.

Here at CMLP, teamwork isn't just a value, it's the foundation for everything we do. We bring together talented individuals with diverse backgrounds to create a dynamic environment where everyone can let their unique talents shine. You won't be working in silos; you'll be collaborating with colleagues who share your passion for exceeding customer expectations. This is not only nice to have during challenging and dangerous work - it's required. We have learned over our 126 years of operation that we are safer, more successful, and more impactful when team members are all aligned with each other.

Our commitment to service extends beyond our doors - you'll be part of a team dedicated to making a positive impact on our customers' lives in a way that very few other jobs can. Not a week goes by without us hearing from the community that they are satisfied with work we have done.

This position is year-round, full-time Monday through Friday, 8:00 AM - 4:30 PM and includes occasional after hours and weekends for emergency and storm coverage.

Full pay range: $29.52 - $35.43/hour, starting hourly rate is based on qualifications. We offer a full benefits package, paid leave and pension (retirement benefit).

Applications must be received by Friday, July 19, 2024. The Town reserves the right to modify the application deadline, and/or to accept applications after the deadline, to best serve the interest of the community.

After the deadline, all applications will be reviewed, and the most highly qualified candidates will be invited to one or more interviews and/or other assessments.

All applicants will be notified of their standing in the process as soon as a decision has been made regarding their individual application.

Appointment of the final candidate will be contingent upon the results of pre-placement conditions including criminal and credit record checks, and a drug screening. Costs for these pre-placement requirements will be borne by the Town.

The Town of Concord, MA is an EEO Employer. We value diversity and welcome candidates of all backgrounds to apply.

If you thrive in a collaborative setting, prioritize exceptional customer service, and believe in the importance of safety, then we invite you to join our team and become part of the CMLP family. Here, you'll discover a rewarding career alongside a supportive team, all within the embrace of a historically significant community. Join our team now and be able to be on board when we celebrate the birth of democracy next April - 250 years after the shot was heard around the world.

We look forward to hearing from you!

Department:

Concord Municipal Light Plant

Salary Grade:

4

Reports To:

Customer Service Manager

FLSA Status:

Non-Exempt

Appointed by:

Town Manager

Date:

July 2023

GENERAL SUMMARY:

Under the general supervision of the Customer Service Manager, performs customer service for the CMLP relating to account support and maintenance for Town utilities (Electric, Water, Sewer, and Broadband services). Opens and routes incoming mail and packages to office employees. Accurately performs varied and responsible duties in a timely manner with minimal errors while adhering to all Town and CMLP policies and procedures intended to limit exposure to risk. Position requires a thorough knowledge of departmental operations, regulatory guidelines, and the exercise of judgment and initiative in completing tasks, particularly in situations not clearly defined by precedent or established procedures. Incumbent is called upon to handle a significant amount of details, varying from the other in substance and content, requiring flexibility in approach to workload.

ESSENTIAL JOB FUNCTIONS:

External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

• Acts as point of contact for public inquiries by phone, email, and walk-in customers. Ensures continuous customer service coverage is provided for front counter, phone, and email. Provides information about municipal operations; answers questions about procedural requirements for Electric, Water, Sewer, and Broadband accounts; and other official documents.

• Updates and maintains residential and commercial customer account information for Town utility services to include New Service Application creating logged call or service orders and scanning pertinent documentation as directed for:

a. transfers and new accounts

b. temporary and permanent commercial service

c. customer contact information changes

d. high bill complaints

• Receives and processes cash and check payments for transmittal to Treasury office including payments for accounts, deposits, temporary service, and refunds.

• Performs collections and notice process for active/inactive Electric, Water/Sewer, and Broadband accounts as well as lien process. Process includes creating and monitoring delinquency notices and disconnects for non-payment on active accounts.

• Assists customers with enrolling in SmartHub customer portal and ongoing questions. Troubleshoot any problems, working with the billing system support team as needed.

• Qualifies customers for Electric reduced rate program. Maintains Excel report and reviews accounts for continued eligibility; generates required letters and cancels/renews as required.

• Maintains MA State Tax Exempt Certificates for commercial customers. Runs monthly Excel reports, sends renewal letters, and cancels/renews exempt status as appropriate to ensure compliance with State regulations.

• Performs general clerical duties including data entry in customer information and billing system, maintaining Excel spreadsheets, composing letters and emails, filing, answering phones, distribution of mail and packages within CMLP. Maintains front counter area.

• Assists during emergency power restoration efforts that may be required of all employees. Such assistance may require working nights, weekends, or holidays and may result in considerable extra hours.

• Performs special projects and related responsibilities as initiated and requested.

• Performs other related duties as required, directed or as the situation dictates.

• Regular attendance and punctuality at the workplace is required.

SUPERVISORY RESPONSIBILITY:

None

EDUCATION & EXPERIENCE:

• Associate degree or two-year college certificate and two or more years of relevant customer service, collections or bookkeeping experience; or any equivalent combination of education and experience.

• Cash handling and billing system experience, particularly in a utility is preferred.

KNOWLEDGE, SKILLS & ABILITIES:

• Excellent interpersonal skills; ability to communicate effectively both verbally and in writing; ability to effectively deal with all members of the public in a courteous and tactful manner; ability to establish and maintain good working relationships with co-workers.

• Knowledge of and proficiency in using Office 365 and other software products.

• Strong attention to detail, organizational, and effective time management skills demonstrating ability to handle multiple priorities.

• Strong telephone and business email etiquette.

• Trustworthiness and ability to maintain confidentiality and demonstrate sensitivity.

• Skill in taking initiative and acting promptly to handle customer requests in a timely manner with attention to detail and accuracy.

• Proven problem-solving skills including ability to research complex customer inquiries.

• Demonstrated willingness to be part of a team; performing whatever duties are necessary.

• Ability to work well with limited supervision.

WORKING CONDITIONS & PHYSICAL DEMANDS:

External and internal applicants, as well as position incumbents who are or become disabled as defined under the Americans With Disabilities Act, must be able to perform the physical demands (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

Normal office environment, not subject to extreme variations of temperature, noise, odors, etc. Majority of work is performed in a moderately noisy work environment, with constant interruptions. Is sometimes required to perform outdoors in all types of weather and is subject to the hazards of working with electricity. Frequently subjected to the demands of other individuals and the volume and /or rapidity with which tasks must be accomplished.

Operates computer, printer, video display terminal, keyboard, calculator, telephone, copier, facsimile machine and all other standard office equipment requiring eye-hand coordination and finger dexterity. Balancing, crouching, grasping, pulling, reaching and stooping may also be required.

The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

This job description does not constitute an employment agreement between the employer and employee, and is subject to change by the employer, as the needs of the employer and requirements of the job change.