Overview Provide one-stop telephone contact for customer service requests, collections and credit extensions, billing inquiries, appliance adjustments, and service trouble.
Essential Duties and Responsibilities
Performs duties within Company guidelines and established safety procedures.
Communicates with customers by telephone.
Initiates field orders (by computer or manually); Originates trace orders, verifies orders, etc.
Uses computer to access data, inputs customer information, and issues orders; Establishes credit or determines if deposit is required.
Handles complex credit and billing inquiries (i.e., high-bill investigations, customer credit status, past-due payment arrangements, closing bills, and returned checks).
Explains rate schedules; discusses baseline allowances, service policies and operational features of appliances.
Schedules turn on and close orders/appliance adjustments/high-bill investigations.
Coordinates emergency leak order responses.
Prepares forms to correct customer information for billing records.
Advises customers on energy conservation measures and products
Performs clerical and accounting functions pertaining to customer order, adjustments, corrections, investigations, and data for customer correspondence.
Works completed field orders and prepares necessary billing records forms.
Prepares customer correspondence; Files customer applications.
Performs various other equivalent and lower-grade functions. Contacts
Constant contact with customers to provide information and assist with problem resolution. Regular contact with co-workers or supervisor to resolve customer problems and provide information.
Previous customer contact experience
Must be fluent in both English and Spanish languages
Ability to operate a computer and peripheral equipment
Demonstrate ability by passing a pre-qualification examination. Must also pass a Clerical Test Battery (Customer Contact) and a customer service inventory test.
Qualify through a panel interview
Pass a drug test if moving from a non-safety sensitive job. All incumbents are subject to participation in the Company's random drug testing program.
Pass a security background check
Successfully complete formal Customer Service Representative training
Southern California Gas Company