Customer Service Representative

Description:

Duties & Responsibilities:

• Answer phones and respond to customer inquiries, complaints and emergency calls.
• Receive, dispatch and distribute mail, parcels, courier packages and faxes.
• Maintain information on employee availability and monitor base station radio. Dispatch personnel as required.
• Collect and process information in order to final, transfer or establish a new or existing service or customer.
• Process service line and miscellaneous invoices reconcile accounts and maintain records.
• Process and data enter payments and prepare daily bank deposit.
• Process payment reversals, misapplied payments, and inactive account credit balances.
• Prepare accounts for collections, process funds received and maintain records of delinquent accounts.
• Review and follow up on active delinquent accounts for notice of disconnection.
• Create process and close service orders as required.
• Identify, investigate and correct billing errors and rejected transactions.
• Investigate meter exceptions and process adjustments and scheduled upload and download of meter reading files.
• Maintain meter reading management system and provide support to field staff.
• Assist with systems upgrading and verification and process improvements as required.
• Assist in problem identification, resolution and database maintenance.
• Create or assist in the development of reports and run as required.
• Data enter and assist with tracking manually billed customer invoices.
• Maintain departmental filing systems.
• Provide backup for Meter Records and assist other employees as required.
• Order and maintain Office inventory.
• Perform other general office functions as assigned.

Qualifications:

• Grade 12 education.
• Proficient in the use of MS Word and Outlook and must function at a minimum of an intermediate level of Excel. Advanced knowledge of Excel is considered an asset.
• Basic knowledge of accounting fundamentals.
• Minimum typing speed of 40 wpm and the ability to use standard office equipment.
• A proven ability to deal effectively with customers.
• Good verbal and written communication skills.