Customer Care Advisor

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Customer Care Advisor

Salary

$28.27 - $35.51 Hourly

Location

Rochester MN 55906, MN

Job Type

Regular FT

Job Number

20240084

Department

Rochester Public Utilities

Opening Date

05/07/2024

• Description

• Benefits

• Questions

POSITION DESCRIPTION

Customer Care Advisor

Rochester Public Utilities

RPU, a division of the City of Rochester, MN, is the largest municipal utility in the State of Minnesota. RPU serves over 5 7 ,000 electric customers and 41,000 water customers in a 60 square mile service area, and has revenues nearing $161 million annually.

Vision- "We Will Set the Standard for Service"

Our vision is based on six core values which are Safety, Integrity, Service, Stewardship, Accountability, and Skill.

www.rpu.org

The City of Rochester is committed to a community where all members feel a sense of belonging. We commit to recognizing the diversity of our community members, listening to ALL voices and providing equitable services to create an inclusive place to live, play and work.

We believe EQUITY should be at the center of all our work. We strive to represent our community in our teammates, as we know that diverse and inclusive teams are more innovative, and have an empowering impact on the work, progress and culture of our community.

It takes us all working together

Nature of Work

The Customer Care division is located in the main lobby of the Rochester Public Utilities Service Center and members of this team are the first point of contact representing RPU by exhibiting a friendly and professional attitude at all times. Individuals in this position respond to in-person, telephone and online customer inquiries, process payments, resolve billing and credit issues, and identify additional customer needs. This includes performing simple accounting, cash handling and credit/debit card processing.

Distinguishing characteristics of this position are that the incumbent will be required to handle emotional and highly confrontational responses from others while maintaining a calm and objective demeanor. Customer Care Advisors work in a fast paced environment, handling a high volume of various customer transactions each day.

Starting Rate of Pay

$28.27 per hour with advancement to $35.51 after 5 years.

To have your application considered in the first round of reviews, please apply before May 18, 2024.

DUTIES AND RESPONSIBILITIES

The work below is representative of the scope of work performed within this job classification. Individual job duties will vary based on work assignment or location.

*Respond to utility customer service inquiries, problems, and complaints

• Process applications for utility service and field requests in a timely manner

• Establish utility service for new construction accounts

• Explain standard billing, credit and collection procedures to utility customers

• Provide customers with optional service information and energy management options

*Create, maintain, and evaluate customer account management process

• Monitor customer accounts for payment delinquencies

• Provide, establish and maintain customer optional pay plans

• Analyze customer credit history to determine deposit requirements

• Review customer accounts with irregular consumption patterns to determine if further action is necessary

*Perform cash management functions

• Process customer payments and prepare batch for daily bank deposit

• Balance payments posted on customers' accounts and reconcile accounts receivable.

Participate in the creation and promotion of new products/services and prepare promotional materials

Perform other duties as assigned or necessary

*ESSENTIAL JOB FUNCTIONS

MINIMUM QUALIFICATIONS

Education and Experience

High school diploma or equivalent GED,

AND

A minimum of two (2) years' experience providing professional level customer service in a high volume call center environment, responding to customer inquiries or needs, processing payments, and resolving billing and credit issues; demonstrated proficiency using Microsoft Office applications; strong organizational skills and self-motivation, with the ability to exercise independent judgment; and communication skills necessary to interact effectively with employees, departments, management, and the general public.

Desirable Qualifications

Post-secondary education in business, finance, accounting, communications or related field. Preferred candidates will have additional training and experience interacting with a highly diverse customer population; ability to proficiently speak additional languages utilizing both oral and written communications.

If this work interests you but you are unsure if you meet all the job requirements listed above, please apply anyway! Your experience is likely more applicable to the role than you think, and the City is interested in candidates who can bring not only technical expertise but a variety of lived experience to the team.

ADDITIONAL INFORMATION

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of: office methods and procedures, telephone techniques and office equipment; and English, math, spelling, punctuation, sentence structure and grammar.

Skill in: maintaining cooperative working relationships; operating multi-line telephone system.

Ability to: learn and apply CIS/CRM & other specialized tools specifically related to this position; exercise good judgment in analyzing transactions and determining appropriate actions; listen and respond quickly and courteously to customers' requests; meet and communicate with customers in a tactful, efficient manner either in person or over the telephone or by correspondence; enter account data into computer with accuracy; maintain composure in stressful situations; maintain confidentiality; foster and inspire teamwork; understand the business of RPU, maintain and expand knowledge of relevant utility industry issues; and operate cash register and/or cashiering software.

PHYSICAL AND ENVIRONMENTAL CRITERIA

In compliance with the Americans with Disabilities Act, the following represents the physical and environmental demands for this position. The employee must be able to perform the essential functions with or without accommodation.

In consideration of the overall amount of physical effort required to perform this position, the work is best described as Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Movements such as stooping, kneeling, crouching or bending are rarely required. Reaching overhead or in front of body is sometimes required.

Simultaneous and repetitive use of the hand, wrist, and fingers is often required.

Excellent sensory skills (sight, hearing, speech), are essential, as well as ability to communicate effectively.

The majority of the workday is spent indoors viewing a computer screen.

EMPLOYEE BENEFIT AND RETIREMENT SUMMARY (https://www.rochestermn.gov/home/showdocument?id=36357&t=637988577978795327)

01

The following supplemental information may be used as a scored evaluation of your knowledge, skills and experience. Be certain that the choices you make correspond to the information you have provided in your application and resume. You must be honest and accurate in answering the supplemental questions and do not type "see resume". You may also be asked to demonstrate your knowledge and skills in a work sample or during an interview for this position. By completing this supplemental questionnaire you are attesting that the information you have provided is true and accurate. Any information provided may be reviewed by the hiring manager. Any misstatements or falsification of information will eliminate you from consideration or may result in dismissal. Do you understand and agree with this statement?

• Yes

• No

  02

  What is your preferred name?

  03

  Which of the following best describes your level of education?

• High school diploma or equivalent G.E.D.

• Less than 2 years post-secondary training

• Completion of a 2 year program or degree

• Completion of a 4 year program or degree

• Completion of a Master's degree or higher

• Other (please explain below)

• None of the above

  04

  Other than your High School diploma/GED, which of the following best describes the field of study for your degree?

• Accounting

• Business

• Finance

• Communications

• Administrative Assistant

• My program/degree is in an area NOT related to accounting, business, finance or communications

• N/A - I have not completed a program or degree

  05

  Tell us how your professional, educational and lived experiences would help you be successful in this role.

  06

  Which of the following best describes your years of full-time equivalent employment experience providing professional level customer service in a high volume call center environment?

• No experience

• Less than 6 months

• More than 6 months, but less than 1 year

• More than 1 year, but less than 2

• More than 2 years, but less than 3

• More than 3 years, but less than 4

• More than 4 years, but less than 5

• More than 5 years, but less than 6

• More than 6 years, but less than 7

• More than 7 years, but less than 8

• More than 8 years, but less than 9

• More than 9 years, but less than 10

• 10 or more years

  07

  Which best describes the daily volume of customer calls you handle in your current or previous customer service position(s):

• N/A - I have not worked in a position with responsibility of answering customer calls

• Less than 25 phone calls

• More than 25 but less than 50 calls

• More than 50 but less than 100 calls

• More than 100 but less than 200 calls

• More than 200 but less than 300 calls

• More than 300 calls

  08

  Which of the following best describes the percentage of your time that was dedicated to providing professional level customer service in a high volume call center environment?

• Less than 20% of my overall time

• More than 20%, but less than 40% of my overall time

• More than 40%, but less than 75% of my overall time

• More than 75% of my overall time

• 100% - I work in high volume call center and all of my time is spent on customer service-related duties

• N/A - I do not have any call center-related experience

  09

  Which of the following best describes the size of the organization, in terms of total number of customers, where you obtained a majority of your years of fulltime employment experience providing professional level customer service in a high volume call center environment?

• Less than 2000 customers

• More than 2000 customers, but less than 5000

• More than 5000 customers, but less than 10,000

• More than 10,000 customers, but less than 20,000

• More than 20,000 customers, but less than 50,000

• More than 50,000 customers, but less than 100,000

• 100,000 or more customers

• N/A - I do not have any experience in this area

  10

  This position will handle a variety of customer transactions each day. From the list below, please select the type of transaction(s) or task(s) you have performed in your current or previous customer service position(s). (Select all that apply)

• Providing customer service in person

• Providing customer service over the telephone

• Providing customer service via social media

• Responding to customer inquiries

• Explaining billing, credit and collection procedures to customers

• Processing payments

• Processing credit/debit card transactions

• Resolving billing issues

• Resolving service issues

• Processing applications for service and/or creating customer accounts

• Responding to past due issues

• Analyzing customer credit history to determine deposit requirements

• Explaining options for payment plans

• Working with customers and third party assistance agencies to provide, establish and maintain customer payment arrangements

• Balancing payments posted on customer accounts and reconciled accounts receivable

• Maintaining confidentiality of customer data

• Handling irate or emotional customers

• Making independent decisions based on established procedures

• N/A - none of the above

  11

  Please indicate the specific task(s) you have performed with collections activities. (Select all that apply)

• Handling collection calls on past due account

• Having a face-to-face discussion with customer regarding past due account

• Negotiating payment arrangements

• Defusing tense / difficult situations

• N/A - none of the above

  12

  Please select the cash handling tasks you have performed in a current or previous position(s). (Select all that apply)

• Processed cash payments

• Processed credit card payments

• Prepared daily bank deposit

• Balanced payments posted and reconcile account receivable

• N/A - none of the above

  13

  Which of the following items could be used to describe your work experience for a utility company? (Select all that apply)

• I have worked for a communications utility company

• I have worked for a natural gas utility company

• I have worked for a water utility company

• I have worked for an electric utility company

• Electric usage – I understand and have explained electric consumption/usage

• Water usage – I understand and have explained water consumption/usage

• I understand and have explained the Minnesota cold weather rules

• N/A - I have never worked for any type of utility company and I am not familiar with water or electric consumption or usage and have not explained Minnesota cold weather rules

  14

  Please indicate the current software in which you are PROFICIENT. If asked to interview, you may be required to demonstrate your competency in these programs. (Select all that apply)

• Microsoft Word

• Microsoft Excel

• Microsoft Outlook

• Microsoft Access or other similar database software

• Microsoft PowerPoint

• Microsoft Publisher

• Microsoft SharePoint

• ImageNow or other document management software

• Cayenta or similar Customer Information System (CIS)

• None of the above

  15

  Which of the following best describes your experience working with the customer account and collections functions within a Customer Information System (CIS)?

• N/A - I have no experience with a Customer Information System (CIS)

• Limited - I have some degree of experience with the account and collection functions within a Customer Information System (CIS)

• Moderate - I have broad experience with the account and collection functions within a Customer Information System (CIS)

• Extensive - I have extensive experience with the account and collection functions within a Customer Information System (CIS)

  16

  Please list the languages other than English that you are able to understand and speak. (Select all that apply) NOTE: if asked to interview, you will be required to demonstrate your ability.

• Spanish

• Somali

• Arabic

• Other - list below

• None of the above - I do not speak or understand any languages other than English

  17

  OTHER QUALIFICATIONS: Describe any other special training you've completed or skills and experience you currently possess that you feel would make you the best-qualified person for this position.

  18

  CONDITIONS OF EMPLOYMENT: If selected as a finalist, are you willing to undergo a background investigation which may include, but not limited to: verification of employment and educational records, identification verification, driver's license record and a criminal history?

• Yes

• No

  Required Question

Agency

City of Rochester

Address

201 4th Street SE Rochester, Minnesota, 55904

Phone

(507) 328-2555

Website

https://www.rochestermn.gov/employment

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