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Job Description
Huntsville Utilities offers a customer service driven environment, with access to industry-leading technology that supports our employee's work and resources to drive career advancement. Join Us at Huntsville Utilities , where our team is customer service-driven and uniquely focused on one goal: To provide high quality, low cost, safe and reliable electric, natural gas and water service to our customers.
Compensation Offer Range:
$24.03 - $30.40
Exempt/Non-Exempt:
Non-Exempt Benefits:
Yes Employment Type:
Full Time Department:
Commercial and Industrial Job Statement Assists non-residential customers with all requests to connect, disconnect, transfer, modify and maintain utility services through multiple communication channels; including in person, mail, phone, online or email. Essential Duties Provides customers with accurate information concerning the status of their accounts. Assist customers with billing history information, account balances, complex or high bill inquiries, increased consumption, how to read meters and identify problems that could cause billing issues. Offer solutions and solve problems that are sometimes unstructured and may require reliance on conceptual thinking. Receives and responds to phone calls, mail, email correspondence and complaints with the highest degree of professionalism in a timely and proficient manner. Works in a high volume, fast-paced, and multi-tasking environment and takes ownership of all types of commercial customer requests. Quotes security deposits for new and existing structures using Commercial Deposit Policy guidelines. Understands and communicates the various security options available to Commercial & Industrial customers, including Surety Bonds and Letters of Credit. Processes commercial and industrial requests for electric, water and gas services based on the customer's specific needs. Understands the availability requirements for each service. Ensures all applications and contracts are properly prepared and executed. Collects all applicable legal documents, security deposits, fees, and service charges prior to establishing service. Maintains complete and accurate customer files for all Commercial & Industrial accounts established. Coordinates work requests with appropriate departments and service centers during the initial phase of a commercial development project to advise the customer of the various utility services available, create and update new service order notifications, and calculate and quote utility deposits. Coordinates information with outside agencies such as Inspection Department, Community Development, Madison County Water, and House Numbering in order to process or expedite all customer requests. Processes all requests to establish accounts for fire protection, fire hydrants, traffic lights, street lighting, cable and phone equipment, vault water meters and special events. Maintains complete and accurate records in NiSC for all customer interactions and transactions. Assists residential home builders by establishing Temporary, Temp/Perm and Permanent Services, collecting aid to construction payments and various tap fees. Additional Duties Corresponds, both verbally and in writing with customers, bank officers and insurance companies regarding Irrevocable Letters of Credit and Utility Bonds at time of cancellation, renewing or establishing service. Manages the process of ensuring adequate securities are obtained in the event of an instrument cancellation. Processes cash and check payments, posts transactions to customer's accounts according to established procedures and prepares required daily deposits. Performs various data entries as needed for reporting in NiSC, Microsoft Office and Excel. Keeps informed and updated on operating procedures and rate or fee changes for all departments including; Electric Operations, Gas Operations, Water Operations, Electric Engineering, Fiber and Dispatch. Communicates with authorized third-party agents representing business or property owners to set or end service, review accounts, process payments and answer billing inquiries. Attends community or association meetings and events as necessary to promote customer goodwill and ensure positive representation of Huntsville Utilities. Assists in training personnel assigned to the section and cross-trains in a variety of job functions to assist in accomplishing the workload of the department. Accountable for all metrics that attribute to overall team goals including service level, self-service transaction growth and overall customer experience. Performs additional duties as assigned.
High School graduate or equivalent required. Associate degree in business or related discipline preferred.
Experience/Skills:
Internal - Three (3) years Huntsville Utilities Customer Care or administrative Operations department experience required. External - Five (5) years' experience in Commercial Banking, Real Estate industry, Local Government Agency, Apartment Leasing, or Residential Construction required. Experience in residential services preferred. Knowledge of customer application process, all rate categories, load information, new service order process, meter sizes, and demand billing preferred. Basic utility experience and knowledge of NiSC, NiSC Cash Desk, and Sinch preferred. Possess the ability to work effectively as a team member and independently without specific direction. Able to maintain professionalism during stressful interactions.
Primarily performs sedentary activities in an office environment; some tasks require repetitive motion over an extended period of time.
Equipment :
Personal computer (data entry), calculator, network copier, scanner and telephone. Working knowledge of NiSC and Microsoft Office (Word, Excel, and Outlook).
Other:
Requires the ability to make timely decisions and work at a fast pace due to heavy customer load. Excellent verbal and written communication skills are required. Must have the ability to multitask assignments throughout the day. Customer interactions are subject to recording for quality assurance purposes. Must adhere to established policies, procedures and quality standards for work performed. May require overtime with minimal notice based on workload. Competencies Accepting Responsibility Building and Demonstrating Respect Communicating Effectively Demonstrates Required Job Knowledge Demonstrating Initiative Drives Quality & Excellence Prioritizing and Organizing Work Safety Serving Customers Relevant Job Experience Longevity Huntsville Utilities is an Equal Opportunity Employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. The duties and responsibilities outlined within this job description should not be construed as a complete and exhaustive list, as it is not the intention to limit in any way the scope or functions of this position. With the advisement from the Department Head, review/analysis by Compensation Analyst and in agreement from the VP EE, HRD, or his/her designee, these duties and responsibilities may be amended from time to time by addition, deletion or modification to reflect changing circumstances or shifts in organizational requirements.
