Customer Service Representative I (4B.24) - American States Water Company

At Bear Valley Electric, we work hard to provide our customers, with superior customer service, and safe, reliable, and quality power. We do it each and every day, safely and with confidence.  Bear Valley Electric Service has served the Big Bear Valley since 1929.  Today, we provide electric power to approximately 24,750 customers.  We serve a resort community with a mix of full-time and part-time residents.  These 23,250 residents represent more than 93 percent of our customers. We also serve approximately 1,500 commercial, industrial and public authority customers, including the Bear Mountain and Snow Summit ski resorts.  Bear Valley Electric Service has implemented a comprehensive wildfire mitigation program, inserted cutting edge technology into all aspects of its business and operations and is aggressively pursuing a greener energy supply portfolio and a sweeping electrification strategy.

THIS POSITION REQUIRES RESIDENCY IN OUR SERVICE AREA

POSITION DEFINITION:  This is an entry level position withresponsibilities for handling customerrequests, inquiries and complaints. As a professional service provider, the CSR I interacts with BVES, Inc. customers to provide them with information and address their needs either in person or through the telephone.

ACCOUNTABILITY

The incumbent is accountable for ensuring timely intervention on all customer service procedures and policies.  This include the responsibility to investigate and resolve escalated and complex customer concerns and successful collaboration with internal and external resources.  The CSR I is responsible for embracing new technologies, striving always to produce process improvements and to meet all goals and deadlines.  The incumbent is skilled in the ability to be accountable, answer questions, and find solutions for customer and billing issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

·         Handles customer inquiries in accordance with the company’s guidelines and policies

·         Responds quickly and accurately to routine customer requests, inquiries, complaints, and provides proper and timely follow-up

·         Responds to customer contacts in person, by telephone or via written correspondence 

·         Provides accurate and timely information in reply to customer’s questions, service requests, or complaints.  Familiar with basic aspects of customer service including billing, payments, credit arrangements, adjustments, service requests, meter information, rate schedule changes, engineering and construction activities

·         Efficiently utilizes the Oracle CC&B CIS system to update customer information, create new accounts, generate and complete field activities, review meter reads in preparation for billing, and post customer payments

·         Performs other duties as assigned

·         Works under close supervision

Skills and Competencies

·         Familiar with MS Office Suite

·         Strong written and verbal communication skills

·         Intermediate math skills

·         Bilingual skills are desirable but not required

·         Energetic and self-motivated team player with ability to work effectively and cooperatively with team members

·         Outstanding customer service skills

·         Ability to plan and prioritize work

·         Accuracy with record keeping and strong ability to organize

MINIMUM QUALIFICATIONS

·         High school diploma or equivalent

·         Previous electric or utility industry experience preferred

·         Ability to calculate a bill based on rates

Qualities of a Successful Customer Service Representative

·         Trustworthy; strong personal integrity

·         Strong level accountability and ownership

·         Collaborative/Team oriented

·         Emotional Maturity

·         Exhibits professionalism with internal and external contacts

·         Organized with strong attention to detail and time management skills

·         High degree of initiative; self-starter

·         A responsible attitude with calmness under pressure

·         Ability to think quickly and come up with solutions

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, or competencies associated with this job.

NOTE: Reasonable accommodations will be made to enable individuals with special needs to perform the essential functions.

May include but not limited to standing, walking, bending, pulling and/or pushing, grasping, lifting, reaching, stooping and crouching, color determination, typing, sitting, reading, speaking and listening.

BENEFITS

Our Company supports our employees with rich benefit programs and resources to help them thrive today and prepare for tomorrow.  Benefit options include medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents.  We also offer paid vacation and sick time and twelve Company paid holidays per year.  To help our employees plan for the future, we offer both a 401(k) retirement plan as well as a Defined Contribution Profit Sharing retirement plan.  Additional benefits include life, AD&D, and LTD insurance as well as health savings account and flexible spending plans.

COMPENSATION INFORMATION

The compensation range provided is in compliance with state specific laws.  Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors.

The responsibilities of this position will involve access to information that may be considered confidential, private and sensitive. Therefore, the individual filling this position will be required to both allow and pass a background check.

NOTE: Reasonable accommodations will be made to enable individuals with special needs to perform the essential functions.