Customer Service Representative

PURPOSE OF THE POSITION
To develop the necessary skills and knowledge (BTES rates, policies, procedures, rules and regulations, etc.) in order to satisfactorily perform the duties within the Customer Service Department.

EDUCATION
Associates degree preferred. A combination of experience and education may be substituted for some of the educational requirements.

NOTE: This job is open to all applicants.

JOB OVERVIEW

To provide prompt, efficient and courteous reply to all customer inquiries related to their accounts resulting in a better understanding of bills and BTES products and services.

To rapidly and accurately process high volumes of payments.

To promptly and courteously interview customers applying for service and/or requesting termination of service and to initiate necessary service orders in a neat and accurate manner, thus, insuring proper action by the Utility Persons and the accurate updating of customer accounting records.

To make difficult decisions using sound logic and judgment.

To promptly and courteously receive visitors to the office and incoming calls, quickly determining the purpose of the contact and referring to the appropriate person.

To provide reliable information to new customers, customers moving within the service area and customers terminating service regarding BTES electric, telephone, Internet and cable services, heat pump and water heater programs, deposits, meter reading and billing information, security lights, BTES rates, policies, rules and regulations, past usage and billing history of accounts, thereby, resulting in a better understanding of BTES and improved goodwill.

To inform and educate customers seeking information concerning conservation of energy, meter reading, TVA, comparative rates and rate schedules, policies, etc., by providing reliable answers to these questions and supplying appropriate literature, thereby, promoting goodwill between the customers and BTES.

To perform clerical duties and maintain files in an efficient and prompt manner in order to insure the accessibility of customer information and to provide accurate billing and timely collecting of customer accounts.

To be a team worker with employees and a positive BTES representative with customers keeping in mind that our business is service.

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BTES is an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace.


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