From:

Brian Skelton -

CEO/President Date:

July 20, 2026

Re:

EXTERNAL JOB POSTING CUSTOMER SERVICE REPRESENTIVE

I and II - DAPHNE and FOLEY Beginning Monday, July 20, 2026, Riviera Utilities will begin taking applications to fill a job vacancy for Customer Service Representative I and II for our Foley and Daphne locations. We are considering applicants with qualifications in the following range, salary commensurate with education and experience.

CUSTOMER SERVICE REPRESENTATIVE I

Education and Experience High School Diploma or an acceptable equivalency diploma (GED) and no experience required. Previous experience in a similar position will be considered, but it is not essential to perform this job successfully. Licenses or Certifications None Special Requirements Possession of or ability to obtain a valid Driver's License within 60 days of employment.

CUSTOMER SERVICE REPRESENTATIVE II

Education and Experience High School Diploma or an acceptable equivalency diploma (GED) and three (3) years of progressively responsible experience as a Customer Service Representative I or in a similar position involving advanced clerical duties, customer service, and bill payment and processing. An equivalent combination of education and experience will be considered. Licenses or Certifications None Special Requirements Possession of or ability to obtain a valid Driver's License within 60 days of employment. Applications will be accepted for the open positions through Friday, July 31, 2026. Interested individuals should go to our website at www.rivierautilities.com to review the Job Description for these openings, click on the Application link, complete the application, and submit it by the deadline. In Compliance with the Alabama Immigration Law, Riviera Utilities participates in the Federal E-Verify Identification Program.

Salary Range:

Customer Service Representative I $47,311 - $68,520 Pay Grade 104 Customer Service Representative II $50,386 - $72,794 Pay Grade 105 To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were written out in this job description.

Customer Service Representative I Department:

Administration -

Customer Service Pay Grade:

104

FLSA Status:

Non-Exempt Reports To:

Customer Service Supervisor Effective Date:

6/8/2023 JOB SUMMARY This is an entry-level position responsible for providing information to customers and processing applications for new and existing customers by performing the duties below. The position works under close supervision of the Customer Service Supervisor and Lead Customer Service Representative.

ESSENTIAL JOB FUNCTIONS

Greets customers in person or on the phone, in a pleasant manner. Determines customer's needs and provides customer with necessary forms for application of residential services for electric, natural gas, water, wastewater, sanitation, security lights, bank draft, broadband, and any other service provided. Assists customers with completing forms, checking forms to ensure correct information is obtained; routes work orders to the proper departments for fieldwork. Enrolls customers in auto pay and answers billing questions. Quotes security deposits for all residential services and informs customers of different options available to reduce or waive deposits. Examines write-off files to determine if applicants owe an old debt and discusses payment of debt with applicant. Answers questions of general inquiry concerning billing, various services provided and service areas, maintains a basic understanding of how other departments operate to better answer inquiries, and explains policies and procedures that affect customers, including, but not limited to, security deposits and billing processes. Addresses customer inquiries and complaints concerning high bills and billing errors and routes to proper personnel for investigation and resolution of inquiries. Troubleshoot internet connectivity issues with customers and refers to technical support if needed. Reports security light outages and vegetation issues to proper departments. Reports gas or water leaks to proper departments for a quick resolution. Makes payment arrangements after discussing customer past due account. Assists customers with financial aid vouchers and routes to proper personnel for processing. Assists customers by providing names and phone numbers of various financial aid agencies in the area. Sells electrical poles, discusses with customer how to mark where they want them placed, and explains what their electrician must do and where to come to build the pole. Issues work orders to establish or disconnect service. Processes work orders to move or take down pole for services or security lights. Accepts payments for bills, underground invoices, deposits, tap and sewer fees, selling a pole invoice, damage invoices, install a security light invoice, collection fees, gas aid-to-construction invoices, accessibility fees, NSF fees, as well as others. Other Functions Performs variety of clerical duties, including typing, filing, data entry by keyboard, etc. Contacts co-workers by telephone, radio, or other means to assist in customer complaint investigation, meter readings, meter sets/disconnects, cable TV sets/disconnects, etc. Assists co-workers within department and in other departments as requested or required. Reports outages of every department; electric, gas, water, cable, internet, and sewer. Reports security light outages to Engineering with details, sets and/or removes security lights, as needed. Reports on vegetation issues; limbs on lines and trees growing into lines. Serves as backup for the cashiers and/or after hours in the call center. Research customers' past payment records for determining deposit waiver or reduction, or to provide references to other utilities. Performs other related duties as required/assigned.

QUALIFICATIONS

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of utility operations and standards that pertain to customer service. Knowledge of math to be able to add, subtract, multiply, and divide all units of measure. Knowledge of Riviera's operations, policies, organizational structure, and procedures. Knowledge of and the ability to operate Microsoft Outlook, Word, and Excel. Ability to operate personal computer to enter information and review customer accounts and use various software to complete work assignments. Ability to work alone, or in a group, and to follow through on assignments. Ability to communicate verbally or in writing and to clearly converse with customers and fellow employees. Ability to listen and understand information from a variety of sources and individuals. Ability to use personal judgment and specialized knowledge to give information to people. Ability to write reports with proper format, punctuation, spelling and grammar, using all parts of speech. Ability to speak with poise, voice control and confidence using correct English and well-modulated voice. Ability to write legibly as needed to complete forms and document activities. Ability to type and to make accurate and careful recording of information (emphasis on accuracy, not speed). Ability to provide courteous and efficient telephone and personal service by answering questions without unnecessary delay and maintain professional demeanor. Ability to operate small office equipment, including copy machines or multi-line telephone systems. Ability to have regular and predictable attendance at work.

PHYSICAL DEMANDS

The work is light: exerting up to twenty pounds of force occasionally and/or up to ten pounds of force constantly to move objects. Additionally, the following required physical abilities:

Fingering:

sufficient to pick, pinch, type, or otherwise work, primarily with fingers rather than with the whole hand as in handling.

Hearing:

Mental Acuity:

sufficient to make rational decisions through sound logic and deductive processes.

Reaching:

sufficient to extend hand(s) and arm(s) in any direction.

Repetitive Motion:

Substantial movements (motions) of the wrist, hands, and/or fingers.

Speaking:

sufficient to express or exchange ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.

Talking:

sufficient to express or exchange ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Visual Acuity:

sufficient to have close visual acuity to perform an activity such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal, and/or extensive reading.

Walking:

sufficient to move about on foot to accomplish tasks, particularly for long distances or move from one work site to another.

WORK ENVIRONMENT

The work environment is an office with moderate noise and temperature levels. The job may require occasional visits to non-temperature-controlled warehouses and outside areas.

Customer Service Representative II Department:

Administration -

Customer Service Pay Grade:

105

FLSA Status:

Non-Exempt Reports To:

Customer Service Supervisor Effective Date:

6/8/2023 JOB SUMMARY This is an experienced and advanced customer relations position responsible for providing information to customers, processing applications for new and existing customers, and handling bill payment arrangements. This position is distinguished from the Customer Service Representative I by performing duties with limited supervision, managing the more difficult customer situations, working with commercial accounts, and completing investigations of customer issues.

ESSENTIAL JOB FUNCTIONS

Pleasantly greet customers in person or on the phone. Trains and assists new Customer Service Representatives. Addresses customer inquiries and complaints concerning high bills, billing errors and various other problems. Assists customers with signing up for auto pay or e-billing. Assists in handling difficult customer situations. Investigates customer inquiries and/or complaints and after thorough investigation contacts the customer by phone or in writing to inform him/her of findings and initiates corrective actions as necessary or explains why the charges are correct. Determines customers' needs and provides customers with necessary forms for application of residential services for electric, natural gas, water, wastewater, sanitation, security lights, bank draft, broadband and any other service provided. Assists customers with outages, leaks, cable, internet, or other issues and assists with getting issues reported to proper department. Assists customers with completing forms, checking forms to ensure correct information has been obtained and then routing work orders to the proper departments for fieldwork. Reports security light outages and vegetation issues to proper departments. Quotes security deposits for all residential and commercial services and discusses different options available to customers. Reviews actual and projected load requirements to determine correct commercial deposits. Understands and quotes different options available to commercial customers for securing their utility accounts and ensures the different forms of security are properly executed. Assists the Lead CSR and Customer Service Supervisor in monitoring expiration dates on all forms of deposit, and contacts customers prior to expiration dates of deposit to discuss new forms of security for account. Examines the write-off file to determine if applicants owe an old debt, discusses with applicants' payment of debt, and arranges for payment of debt and executes a promissory note if necessary to guarantee payment of old debt. Reviews Balance Transfer List, investigates to determine if there are errors or other reasons to remove individuals from the list, prints out letters to customers and coordinates to transfer amounts and manage multiple accounts. Coordinates with the meter department to evaluate cut out lists. Investigates customer situations, makes recommendations to the meter department, contacts customers to make billing arrangements, and places holds on accounts. Answers questions of general inquiry concerning billing, services provided, and areas serviced. Explains policies and procedures to customers in a manner that is easily understood, professional, and courteous. Tenders payments for bills, underground invoices, deposits, tap and sewer fees, selling a pole invoice, damage invoices, install a security light invoice, collection fees, gas aid-to-construction invoices, accessibility fees, NSF fees, as well as others. Discusses past due accounts with customers and arranges payment. Reviews any disputed late fee charges to determine if an error was made and processes credit if applicable or notifies the customer why a credit is not applicable. Assists customers with financial aid vouchers, properly processes all paperwork involved, and provides names and phone numbers of various financial aid agencies in the area. Other Functions Performs variety of clerical duties, including typing, filing, data entry by keyboard, etc. Contacts co-workers by telephone, radio, or other means to assist in customer complaint investigation, meter readings, meter sets/disconnects, cable TV sets/disconnects, etc. Assists co-workers within department and in other departments as requested or required. Reports outages of every department; electric, gas, water, cable, internet, and sewer. Reports security light outages to Engineering with details, sets and/or removes security lights, as needed. Reports on vegetation issues; limbs on lines and trees growing into lines. Researches customers past payment records for determining waiver of or reduction of deposits, or to provide references to other utilities. Performs other related duties as required/assigned.

QUALIFICATIONS

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of utility operations and standards that pertain to customer service. Knowledge of math to be able to add, subtract, multiple, and divide all units of measure. Knowledge of Riviera's operations, policies, organizational structure, and procedures. Knowledge of leadership principles and practices such as authenticity, integrity, humility, motivation, communication, service, influence, recognition, collaboration, and innovation. Ability to operate a personal computer to enter information, review customer accounts and use various software to complete work assignments. Ability to communicate verbally or in writing and to clearly converse with customers and fellow employees. Ability to listen and understand information from a variety of sources in order to complete investigations and resolve problems. Ability to work alone, or in a group, and to follow through on assignments. Ability to use personal judgment and specialized knowledge to give information to people. Ability to write legibly as needed to complete forms and document activities. Ability to write reports with proper format, punctuation, spelling, and grammar, using all parts of speech. Ability to speak with poise, and voice control and confidence using correct English and well-modulated voice. Ability to type and to make accurate and careful recording of information (emphasis on accuracy, not speed). Ability to provide courteous and efficient telephone and personal service by answering questions without unnecessary delay and maintain professional demeanor. Ability to develop and maintain relationships with customers, commercial accounts, and Riviera employees in order to resolve issues and provide customer service. Ability to read, interpret, and comprehend different items including instructions, reports, bills, policies, procedures, and legal documents. Ability to operate small office equipment, including copy machines or multi-line telephone systems. Ability to operate and repair small/light equipment, such as power tools. Ability to have regular and predictable attendance at work.

PHYSICAL DEMANDS

The work is light: exerting up to twenty pounds of force occasionally and/or up to ten pounds of force constantly to move objects. Additionally, the following required physical abilities:

Grasping:

sufficient to apply pressure to an object with the fingers and palm.

Hearing:

sufficient to perceive the nature of sounds at normal speaking levels with or without correction; ability to receive detailed information through oral communication, and to make the discrimination in sound. Hearing 2: sufficient to receive detailed information through oral communication and to make discrimination in sound.

Lifting:

sufficient to raise objects from a lower to a higher position or moving objects horizontally from position-to-position. It occurs to a considerable degree and requires substantial use of upper extremities and back muscles.

Mental Acuity:

sufficient to make rational decisions through sound logic and deductive processes.

Reaching:

sufficient to extend hand(s) and arm(s) in any direction.

Speaking:

sufficient to express or exchange ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.

Talking:

Walking:

sufficient to move about on foot to accomplish tasks, particularly for long distances or move from one work site to another.

WORK ENVIRONMENT

The work environment is an office with moderate noise and temperature levels. The job may require occasional visits to non-temperature-controlled warehouses and outside areas. E.O.E. 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