Customer Service Representative

Customer Service Representative at Insight Global Customer Service Representative at Insight Global in Glen Allen, Virginia Posted in 9 days ago.

Type:

full-time

Job Description:

Examples of Primary Tasks, Duties and Responsibilities (TDR):

• Resolves customer concerns and inquiries regarding utility bills or municipal services.
• Explains billing processes, reasons for charges and applicable rate schedules.
• Reviews accounts and records to determine an appropriate action.
• Initiates billing adjustments and refunds when appropriate.
• Uses County systems to access files, research accounts, and complete service orders.
• Initiates new service orders, turn-on orders and turn-off orders.
• Researches and handles account errors and rejected payments.
• Processes and notifies customers of returned checks.
• May route or receive work from other County departments.
• Opens and distributes mail.
• Verifies and processes bank invoices for handling substation payments.
• Prepares routine forms, summaries, and records for customer account activities.
• Performs other duties as assigned Knowledge, Skills, and Abilities (KSA)

Typically Required:

Occupation-specific:

Ability to independently review account information and records; basic clerical skills; the ability to quickly and accurately calculate charges.

Technical:

Proficient with standard office equipment and business software; ability to learn and use County systems including automated systems. Strong data entry skills and data retrieval skills.

Interpersonal, Communication and Customer Service:

Tact, patience, and professionalism in dealing with the public by phone and in person; ability to relay information clearly and concisely and to write business correspondence; ability to maintain positive working relationships.

Decision-making and Authority:

Exercises judgment within established policies; refers unusual or complex issues to supervisory staff.

Leadership:

Non-supervisory; may provide guidance to temporary or new staff.

Environment:

Typically works in an office setting; may be required to work in various locations to coordinate with other stakeholders as needed.

Physical:

Visual and hearing acuity sufficient to perform assigned duties; physical ability sufficient to perform routine office tasks such as sitting, standing, typing, and lifting light materials.

Minimum Education and Experience:

Education:

High school diploma or GED.

Experience:

Three (2) years of relevant clerical experience involving public contact or customer service; one (1) year of clerical figurework preferred. Hourly Rate -17-17.50