Customer Service Representative

Position Summary

The Customer Service Representative serves as a primary point of contact for cooperative members and customers for electric service questions, account needs, billing and payment matters, service requests, and other routine issues while providing accurate, professional, and courteous service. The position will have similarities to working in a call center and/or banking environment.

This role is a good fit for someone who enjoys helping people, solving problems, working with detailed information, and being part of a team. Customer Service Representatives use multiple computer systems, communicate with customers by phone and in person, and work closely with other cooperative departments to help resolve customer needs.

What You'll Do

Responsibilities may include:

• Assist customers by phone, in person, and through other communication channels.
• Answer questions about electric service, accounts, billing, payments, service locations, cooperative programs, and general policies.
• Establish new accounts and process account changes, service requests, transfers, disconnects, and other routine transactions.
• Accept and process payments and maintain accurate customer account information.
• Research account questions, billing concerns, payment issues, and other customer inquiries.
• Explain cooperative policies, procedures, rates, fees, and available programs in a clear and professional manner.
• Identify customer needs and coordinate with other departments when additional assistance is required.
• Document customer contacts, service requests, and account activity accurately in company systems.
• Assist customers during outages or other service-related events by providing available information and directing issues appropriately.
• Maintain the confidentiality of customer and cooperative information.
• Complete data entry, document processing, reporting, and other administrative duties associated with customer accounts.
• Help maintain accurate customer records and identify information that may need correction or follow-up.
• Work cooperatively with customer service, billing, operations, engineering, accounting, and other departments.
• Perform other related duties as assigned.

What We're Looking For

Candidates should:

• Have a high school diploma or equivalent.
• Have strong communication and customer service skills.
• Be dependable, professional, and comfortable working directly with the public.
• Be able to remain courteous and composed when assisting customers with questions, concerns, or difficult situations.
• Have good attention to detail and the ability to enter and review information accurately.
• Be comfortable using computers and learning multiple software systems.
• Be able to organize work, manage multiple tasks, and follow established procedures.
• Have good problem-solving skills and sound judgment.
• Work effectively both independently and as part of a team.

Previous customer service, banking, utility, call center, office, retail, or other public-facing experience is preferred but not required.

Position Details

This is a full-time position supporting the day-to-day customer service operations of an electric distribution cooperative. Customer Service Representatives play an important role in helping members understand their accounts, access electric service, resolve problems, and connect with the appropriate cooperative resources.

Schedule: Monday – Friday, 8:00 am - 4:30 pm.

Carroll Electric is an Equal Opportunity Employer.