Utility Customer Service Representative

General Statement:

Provides professional, accurate, and timely support to residential and commercial customers to ensure that service expectations are met. This role serves as a primary point of contact for inquiries related to electric service, billing, payments, service requests, and account maintenance.

Job Responsibilities:

Serve as the first point of contact for customers regarding electric service inquiries, billing questions, payment arrangements, and account updates. Process service requests, including new service applications, disconnects, reconnects, and changes to existing service. Prepare and update customer account records, ensuring accuracy in billing, service orders, and file maintenance. Assist customers with payment processing, including walk‑in payments and online payment support. Explain utility policies, fees, deposits, and service options clearly and professionally. Review customer history to determine outstanding balances or prior write‑offs and discuss payment options when needed. Resolve customer concerns by researching issues, coordinating with internal departments, and following up to ensure resolution. Promote positive customer relationships by maintaining a courteous and helpful demeanor in all interactions. Support special projects or administrative tasks as assigned, such as documentation processing or reporting needs. Other related duties as required.

Education and Experience:

High school diploma or general education degree (GED) At least three (3) years of experience in a customer service role, help desk environment, or similar position that demonstrates strong communication skills, problem‑solving ability, and customer support expertise. Hands‑on experience with Billing Systems, Customer Information Systems (CIS), and Microsoft Office applications, with the ability to quickly learn new software and reporting tools. Demonstrated experience working in fast‑paced, high‑volume customer environments, managing multiple priorities while maintaining accuracy and professionalism. Proven ability to handle challenging or emotionally charged customer interactions with patience, empathy, and sound judgment.

Abilities and Skills:

Proficiency with Billing, CIS, Microsoft Office and ability to learn additional reporting or utility specific applications as needed. Strong multitasking skills, with the ability to manage high call volumes, multiple service requests in a fast-paced environment. Demonstrate ability to remain calm, professional and solution focused when assisting customers who may be frustrated, upset or experiencing service-related issues.

Additional Requirements:

Requires sitting for prolonged periods of time and significant Phone and PC usage. This description is not intended to be a complete statement of the position, but rather to act as a guide to the general work performed. Individual's competencies and customer requirements impact the actual role performed. Applicants should send their resume directly to Chicopee Electric Light (CEL) Attention HR/Administration Office at 725 Front St., Chicopee, MA 01020 or e-mail

Job Type:

Full-time Pay:

$23.00

• $28.

00 per hour

Benefits:

Dental insurance Health insurance Paid time off Parental leave Professional development assistance Vision insurance

Work Location:

In person Utility Customer Service Representative 725 Front Street, Chicopee, MA 01020 $23

• $28 an hour
• Full-time $23
• $28 an hour

•

Full-time General Statement:

Provides professional, accurate, and timely support to residential and commercial customers to ensure that service expectations are met. This role serves as a primary point of contact for inquiries related to electric service, billing, payments, service requests, and account maintenance.

Job Responsibilities:

Serve as the first point of contact for customers regarding electric service inquiries, billing questions, payment arrangements, and account updates. Process service requests, including new service applications, disconnects, reconnects, and changes to existing service. Prepare and update customer account records, ensuring accuracy in billing, service orders, and file maintenance. Assist customers with payment processing, including walk‑in payments and online payment support. Explain utility policies, fees, deposits, and service options clearly and professionally. Review customer history to determine outstanding balances or prior write‑offs and discuss payment options when needed. Resolve customer concerns by researching issues, coordinating with internal departments, and following up to ensure resolution. Promote positive customer relationships by maintaining a courteous and helpful demeanor in all interactions. Support special projects or administrative tasks as assigned, such as documentation processing or reporting needs. Other related duties as required.

Education and Experience:

High school diploma or general education degree (GED) At least three (3) years of experience in a customer service role, help desk environment, or similar position that demonstrates strong communication skills, problem‑solving ability, and customer support expertise. Hands‑on experience with Billing Systems, Customer Information Systems (CIS), and Microsoft Office applications, with the ability to quickly learn new software and reporting tools. Demonstrated experience working in fast‑paced, high‑volume customer environments, managing multiple priorities while maintaining accuracy and professionalism. Proven ability to handle challenging or emotionally charged customer interactions with patience, empathy, and sound judgment.

Abilities and Skills:

Proficiency with Billing, CIS, Microsoft Office and ability to learn additional reporting or utility specific applications as needed. Strong multitasking skills, with the ability to manage high call volumes, multiple service requests in a fast-paced environment. Demonstrate ability to remain calm, professional and solution focused when assisting customers who may be frustrated, upset or experiencing service-related issues.

Additional Requirements:

Requires sitting for prolonged periods of time and significant Phone and PC usage. This description is not intended to be a complete statement of the position, but rather to act as a guide to the general work performed. Individual's competencies and customer requirements impact the actual role performed. Applicants should send their resume directly to Chicopee Electric Light (CEL) Attention HR/Administration Office at 725 Front St., Chicopee, MA 01020 or e-mail

Job Type:

Full-time Pay:

$23.00

• $28.

00 per hour

Benefits:

Dental insurance Health insurance Paid time off Parental leave Professional development assistance Vision insurance

Work Location:

In person