General Purpose
The Senior Customer Care Representative (CCR) position is part of BED’s Center for Customer Care and Energy Services and is responsible for providing courteous and accurate responses to all customer inquiries in an effort to create an exceptional customer experience. This position also is responsible for communicating information to customers about BED’s policies, programs, and services, and for relaying customer input to appropriate BED staff. Further, this position is responsible for coordinating a variety of customer notices including, but not limited to, past-due, interruptions, and collections.
Union Affiliation : International Brotherhood of Electrical Workers (IBEW)
Pay Grade 10: $25.68-$42.11 Hourly
Essential Job Functions
Promoting a culture that reveres diversity and equity.
The City of Burlington is proud to be an equal opportunity employer, and we are strongly committed to creating a dynamic and equitable work-force that mirrors the population and world that we serve. We do not discriminate on the basis of political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sex, sexual orientation, gender identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in employment or the provision of services.
In addition to being an equal opportunity employer we actively encourage applicants who can contribute to our growing diversity to apply.
Applications for our employment opportunities are only accepted online through ou r Government Jobs website.
For accessibility information or alternative formats, please contact Human Resources Department at 802-540-2505 or [email protected] .
The Senior Customer Care Representative (CCR) position is part of BED’s Center for Customer Care and Energy Services and is responsible for providing courteous and accurate responses to all customer inquiries in an effort to create an exceptional customer experience. This position also is responsible for communicating information to customers about BED’s policies, programs, and services, and for relaying customer input to appropriate BED staff. Further, this position is responsible for coordinating a variety of customer notices including, but not limited to, past-due, interruptions, and collections.
Union Affiliation : International Brotherhood of Electrical Workers (IBEW)
Pay Grade 10: $25.68-$42.11 Hourly
Essential Job Functions
- Serves as a liaison between customers and BED.
- Handles full range of Customer Care requests via in-person and drive-up window visits, telephone, and email including, but not limited to, bill payments, budget payment plans, negotiation of payment agreements, service orders,title searches, energy audits, and consumption historyinformation.
- Processes electronic payments, including by check, debit card, and/or credit card.
- Processes drop-box payments.
- Processes lock-box banking exceptions.
- Communicates as needed with residential and small commercial customers to promote and provide information concerning BED’s energy efficiency and other programs, rates, services, andpolicies.
- Participates in trainings with Energy Services, Resource Planning, and other groups to enable more effective, full-service customer care, including more robust promotion of BED programs and services.
- Communicates information regarding customer-reported power outages to BED Dispatch and other relevant staff.
- Serves as cashier/receptionist in a rotation with other CCRs or as otherwise needed.
- Receives, greets, serves, and properly routescustomers and other visitors who enter our Pine Street facility.
- Enters and maintains daily payment processing data including, but not limited to, balancing daily cash and check payments.
- Opens Customer Care correspondence received in the BED drop-box and by U.S. Mail.
- Attends and participates in weekly 7:00am Customer Care team meeting.
- Administers adjustments and individual rate changes to customer accounts.
- Conducts account adjustments, including transfers.
- Participates in creation and maintenance of written Customer Care procedures and job aid documents designed to streamline workflow.
- Trains Customer Care Representatives in customer billing and other functions necessary to become a Senior Customer Care Representative.
- Serves as representative from Customer Care team on department-wide and other committees relevant to internal and external improvements and programs.
- Represents BED at community events and conferences to promote BED brand and customer programs.
- Schedules, coordinates, and mails past due and collection notices.
- Creates internal and external billing and audit reports as needed.
- Prepares audits, analysis, and justification for corrections and adjustments to customer accounts and communicates these changes to appropriate staff.
- Conducts budget plan maintenance.
- Creates appropriate transactions and correspondence for all inactive accounts with credit balances, including refunds and transfers between accounts.
- Reviews and processes transfer of account credits and balances to ensure proper billing.
- Provides training and technical assistance to Customer Care and Energy Services in troubleshooting customer billing and work order processing issues.
- Coordinates and prepares billing and disconnection schedules.
- Organizes and processes customer information in preparation for disconnection.
- Maintains disconnection dates calendar.
- Coordinates with collection agency and applies write-offs.
- Coordinates with Billing Department on net metering and meter data management (MDM) reconciliation.
- Performs other duties as required.
- Ability to actively support City diversity, equity, and cultural competency efforts within stated job responsibilities and work effectively across diverse cultures and constituencies.
- Demonstrated commitment to diversity, equity, and inclusion as evidence by ongoing trainings and professional development.
- Associate’s Degree and seven (7) years of customer service experience, including at least five (5) years of utility industry experience. Additional years of customer service experience may be substituted for the degree requirement on a two (2) years for one (1) year basis.
- One of the following two additional required educational paths:
- With Associate’s or more advanced degree: satisfactory completion of at least two (2) undergraduate-level in-person or online courses totaling at least six (6) credits in the fields of energy efficiency, sustainability, or other relevant field with all fields and schools to be approved by supervisor. Additional years of customer service or any other experience may not be substituted for the undergraduate-level courses.
- No Associate’s or more advanced degree: satisfactory completion of Undergraduate Certificate in field of customer service, hospitality, communications, public relations, community relations, energy efficiency, sustainability, or other related field. Additional years of customer service or any other experience may not be substituted for the Undergraduate Certificate.
- Attend a minimum of 16 hours of American Public Power Association (APPA), Northeast Public Power Association (NEPPA), or other supervisor-approved training every three (3) years.
- Proficiency in understanding current customer programs and other customer opportunities and promoting those programs and opportunities to customers.
- Proficiency in customer billing functions.
- Proficiency in energy efficiency subject matter area to enable more effective, full-service customer care, including more robust promotion of BED programs.
- Ability to interact with BED customers and other members of the public in a courteous and professional manner at all times.
- Ability to work in a Windows-based computer environment with database, spreadsheet, and word processing software.
- Ability to learn all aspects of BED telephone and customer information systems.
- Ability to work effectively both independently and with co-workers as part of the Customer Care and other teams.
- Detail-oriented and highly organized.
- Excellent verbal and written communication skills.
- Flexibility about changing assignments and ability to handle multiple tasks concurrently.
- Experience in processing and balancing cash receipts preferred.
- Ability to post data and make rapid, accurate mathematical computations.
- Ability to use a 10-key calculator with speed and accuracy.
- Regular attendance necessary and essential to meeting job functions.
- Flexibility regarding scheduled start and finish times required.
- Ability to understand and comply with City standards, safety rules, and personnel policies.
- Ability to work overtime as needed consistent with the provisions of the BED/IBEW Collective Bargaining Agreement.
Promoting a culture that reveres diversity and equity.
The City of Burlington is proud to be an equal opportunity employer, and we are strongly committed to creating a dynamic and equitable work-force that mirrors the population and world that we serve. We do not discriminate on the basis of political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sex, sexual orientation, gender identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in employment or the provision of services.
In addition to being an equal opportunity employer we actively encourage applicants who can contribute to our growing diversity to apply.
Applications for our employment opportunities are only accepted online through ou r Government Jobs website.
For accessibility information or alternative formats, please contact Human Resources Department at 802-540-2505 or [email protected] .