Customer Service Representative

US-CO-Montrose
Job ID
2017-1123
Category
Customer Service/Member Relations
Type
Regular Full-Time
FLSA Status
Non-Exempt
Union/Non-Union
Union

Overview

 

DMEA POSITION GUIDE

Title:

Customer Service Representative

Union or Non-Union:

Union

Type:

Regular Full-time

FLSA Status:

Non-Exempt

Supervisor:

A CSR’s Immediate Supervisor may be any Supervisor within DMEA

Job Location:  

Montrose, Colorado, USA

 

 

Department:

A CSR may be assigned to any Department within DMEA

Date Accepted:

11/1997

Date Reviewed:

6/99, 2/03, 4/04, 4/05, 8/06, 2/10, 1/11, 1/13, 9/15

      

 

**Job Closes December 7th, 2017 @ 11:59pm** 

 

QUALIFICATIONS AND EXPERIENCE:

 

High school diploma or equivalent required; college degree preferred.  Must have experience working with the public and verifiable customer service skills.  Must have proven written and oral communications skills.  Must have basic math skills, cash handling and cash drawer management experience.  Must have personal computer experience, including word processing, spreadsheets, and databases.  Requires verifiable data entry and 10-key skills; 10-key by touch preferred.  Must have experience operating general office machines.  Must have legible handwriting.  Bilingual language skills (English/Spanish) a plus.  Accounting skills a plus. 

 

ESSENTIAL JOB FUNCTIONS:

 

Delta-Montrose Electric Association reserves the right to change or modify the duties and essential functions of this position at any time.

 

In an efficient and professional manner, and in accordance with the DMEA/IBEW Labor Agreement and DMEA Accident Prevention Manual:

 

  1. Educate customers, vendors, and/or contractors about DMEA services and policies as required, and administer the services and policies as needed or directed.

 

  1. Act as central contact point for processing and scheduling internal and external customer inquiries, requests, and event activities as needed or directed.

 

  1. Answer and analyze incoming internal and external customer communication and initiate action on the customer’s behalf, either handling the situation individually or seeking assistance from other departments, as needed or directed.

 

  1. Initiate, process, review, research, update, maintain, and audit internal and external incoming and outgoing customer, vendor, and/or contractor payments and records as needed or directed.

 

  1. Perform balancing functions as needed or directed.

 

  1. Perform clerical duties as needed or directed. Duties may include but not be limited to data entry, answering phones and radio calls, or typing, filing, scanning, and copying documents.

 

  

 

OTHER DUTIES AND RESPONSIBILITIES:

The above statements are intended to describe the general nature and level of work being performed in this job.  This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for personnel in this position.

 

Performs other duties of a like or lesser grade which may be assigned.

 

KNOWLEDGE, SKILLS, AND ABILITIES:

 

Understands and applies the concept of providing quality electric services to DMEA customers and employees and agrees to maintain a continuing commitment to superior people-to-people service.

 

Requires the ability to develop plans, procedures and goals; present information to others; work cooperatively; work under stress to complete projects accurately within reasonable deadlines; and demonstrate flexibility when dealing with customer service requirements.

 

ESSENTIAL PHYSICAL AND MENTAL REQUIREMENTS:

 

Requires continuous sitting and use of keyboard/computer; and occasional standing, walking, bending, climbing, kneeling, reaching and lifting up to 30 pounds.  Requires finger dexterity, ability to perform close work, good vision and hearing; developed and demonstrated listening skills, and the ability to speak.  On a daily basis, requires attention to detail; the ability to read, write, and perform basic math; analyze data and reports; and conduct research.

 

WORKING CONDITIONS:

 

Regular, predictable attendance is required.  Close to 100% of the employee’s day is spent indoors at a desk in an office environment.  On a daily basis requires working with customers, including customers that are angry.  Equipment operated may include a calculator, typewriter, computer, printer, FAX, copy machine, postage machine, or other office equipment.

 

Occasional travel by company vehicle and/or commercial means may be required.

 

**Job Closes December 6th, 2017 @ 11:59pm**

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