Temporary Customer Service Representative

OMU is seeking to hire a Temporary Customer Service Representative. This position will last for roughly 6 months.

GENERAL DESCRIPTION OF POSITION
Under the moderate supervision of the Customer Service Supervisor. Performs a variety of routine clerical and customer service tasks including typing, filing and recordkeeping. May require extensive customer contact and problem solving. Requires judgment in applying well-established procedures and methods, such as completing detailed forms and recording complex data.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Makes and receives telephone calls to customers regarding payments, deposits, billing concerns, collections, outages and service interruptions. Also acts to protect the confidentiality of customer information.

2. Establishes payment extensions, payment arrangement solutions and budget/level billing options while adhering to OMU guidelines and standards.

3. Processes phone, night-drop, and mail-delivered bill payments.

4. Analyzes and calculates sewer adjustment requests and communicates information to sewer agency.

5. Talks with customers by phone, in person, or email and receives requests for installation, connection, disconnection or change in service(s).

6. Engages customers in complex conversations regarding deposits, rates, fees and nonpayment collections.

7. Inputs service orders for completion by field technicians relating to account changes such as account transfers, installation or removal of electric and water services, installation or removal of fiber or phone services, special reads, meter tests, collection reconnects and trouble orders.

8. Balances a variety of transactions daily including bill payments, fees and bad debt reconciliation.

9. Distribute and process forms for customers including State of Kentucky domicile declarations and medical alert certifications.

10. Types general internal correspondence, reports and forms as well as external customer communication.

11. Duplicates any necessary forms and documents using computer or photocopier.

12. Ensures service orders are properly created, tasks are assigned to the correct groups, and verifies that applicable fees are assessed.

13. Submits, reviews and transfers automatic checking/credit card accounts and establishes designated due dates.

14. Processes documents through imaging equipment, and indexes accordingly.

15. Assist customers with fiber internet services which includes assessing availability, scheduling installation and following up with potential fiber customers.

16. Troubleshoots customer issues or concerns regarding OMU's communication channels including web portal and interactive phone system.

17. Serves as first line of communication for OMU's customers and escalates calls to respective departments for resolution.

18. Performs follow up required on refund checks related to customer inquiries, courtesy calls, reissues, or returned checks.

19. Conducts exception monitoring to identify issues and take necessary corrective actions to prevent impact to customers.

20. Assists in other customer service areas as needed or required, as well as performing any other related duties as required or assigned.