Job Description
Company: Central Maine Power (CMP)
Department: Customer Service
Job Title: Representative – Customer Relations Center (Temporary Full Time)
Reports to: Manager – Customer Relations Center
Location: Augusta, ME
JOB SUMMARY:
Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:
Handles all phases of customer inquiries received by telephone or by correspondence (written or electronic); processes applications for service and extension of facilities. Responds to customer inquiries and complaints (i.e. bill payment, usage inquiries, account updates, service, credit and collections) in a customer focused manner. Responds to maintenance concerns and emergencies during storm restoration.
MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):
Department: Customer Service
Job Title: Representative – Customer Relations Center (Temporary Full Time)
Reports to: Manager – Customer Relations Center
Location: Augusta, ME
JOB SUMMARY:
Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:
Handles all phases of customer inquiries received by telephone or by correspondence (written or electronic); processes applications for service and extension of facilities. Responds to customer inquiries and complaints (i.e. bill payment, usage inquiries, account updates, service, credit and collections) in a customer focused manner. Responds to maintenance concerns and emergencies during storm restoration.
MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):
- Adheres to procedures and policies, which include regulatory guidelines (customer may include: attorney, collection vendors, and/or insurance companies). Records on line entries of customer transactions into set operating systems.
- Provides account information to customers and explains bill service policies and customer rights. Able to work effectively with all areas of the Company to obtain pertinent information to serve customer.
- Conducts credit and collection work as necessary, including deposits, final/charge off collection, Sundry and Legal.
- Receives and logs customer inquiries, complaints, and requests for adjustments on residential and small business or industrial accounts.
- Initiates service orders, WMS orders and performs associated action, as requested.
Job Requirements
JOB REQUIREMENTS:
Education & Experience Required:
Skills/Abilities:
Education & Experience Required:
- High School Diploma/GED equivalent.
- Associate’s Degree, BA/BS in related field of study is preferred.
- A minimum of 1 year of customer service related experience.
- Knowledge of billing, collections and filed tariffs is a plus.
- Knowledge of MPUC Chapter 815, understanding of legal process/credit reporting requirements, bankruptcy codes and rules (where applicable).
Skills/Abilities:
- Excellent communication skills, both oral and written, Strong customer service orientation and clear sense of urgency.
- Able to coordinate multiple tasks for multiple customers in a fast-paced environment.
- Strong problem-solving skills.
- Able to work flexible schedule, as well as be available during storm/emergency situations.
- Works well within a team.
- MS Office skills.
- CSSGUI, WMS, Sundry Billing (where applicable).
Company Overview
Iberdrola USA will continue to maintain low rates while providing excellent customer service and reliability. In addition, we will make needed infrastructure investments in an environmentally responsive manner. This strategy will benefit both customers and shareholders, showing that we can be good stewards of the Earth while simultaneously building shareholder value.
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