Customer Service Rep I

Position Description

Provide exceptional telephone service in a prompt, courteous, and professional manner by accepting, processing, and facilitating requests from retail and commercial customers relating to providing electric service, accepting and processing credit card payment for deposits, and associated billing inquiries. Promote additional products and services to benefit the customer in their use of electricity. Utilizes computer applications in the majority of job tasks. Also, receive, report and print outage calls for service restoration for all Santee Cooper service areas.

Essential Job Tasks:

Provides professional, courteous, and accurate information to each customer.

Assists customers with billing inquiries and questions by phone.

Actively listens, verifies information, researches, locates, manages and resolves customer complaints and provides information.

Explores answers, alternative solutions, implement solutions, and escalating unresolved issues.

Fulfills requests by completing transactions, noting customer accounts and forwarding requests as needed.

Secures and protect customer information and preventing identity theft in compliance with Red Flag Rules.

Processes new customer residential requests for service, submit online utility credit check and provides analysis on security deposits required of customers.

Accepts and processes credit card deposit payments.

Receives and processes customer requests for disconnection and transfers of service.

Documents all call information according to standard operating procedures.

Assists residential and commercial customers with setting up payment plans for their billing.

Accepts confirmation numbers from customers, documenting accounts by entering a payment plan, and forward information to retail offices for restoration of customer's service.

Familiar with all rates, programs, services and other departments within Santee Cooper to ensure all incoming calls that are received via the Santee Cooper Switchboard are transferred to the appropriate person or department.

Promotes, assists with enrollment, researches and updates customer information in the E-billing Program.

Receives, evaluates, and processes auto payment/budget billing requests.

Assists customers with navigating on Santee Cooper's website.

Provides customers with information on additional products and services such as Green Power, E-billing and Energy Services Programs.

Provides residential and commercial customers with area building and zoning requirements.

Mails Terms and Conditions and Adverse Letters to new customers as needed.

Updates existing customer information and process routine retail adjustments. Answers and process trouble/outage calls via iCall for H-G Division and Berkeley District for efficient power restoration during normal business hours and on call status.

Utilizes facsimile machine to forward and receive customer requests to other retail offices, transmit letters of credit to customers and other electric utilities, send applications for new service to customers, send and receive applications for bank draft, budget billing, name change request and change of contact information.

Makes an effort to participate in and document at least 8 hours of community service to contribute to the Corporate Volunteerism goal.

Position Requirements

High School Diploma or GED.

Associate's Degree in Business or related field is preferred.

Clerical skills with a minimum typing speed of 45 WPM, excellent telephone skills performed in a prompt, courteous, and professional manner.

Proper telephone etiquette must be demonstrated at all times.

Must be able to maintain good working relationships.

Strong communication, writing and listening skills to work effectively with customers in person or by phone.

Must have ability to work with various departments within Santee Cooper and utilize self motivational skills.

Call Center, Retail Service or Banking experience preferred.

Must be proficient in cash handling.

On Call status is required.

Bilingual status will also be considered.

Compensation Information:
$15.80 - $19.70 (min. - mid.)

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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