Customer Accounts Manager
BASIC FUNCTION: Provide direct customer support-assisting customers with billing inquiries, account establishment, problem resolution and routine administration of account activity. Customer assistance may be provided in person, by phone and via email communications.
REPRESENTATIVE RESPONSIBILITIES:
1. Answer, evaluate, prioritize and follow-up customer inquiries or complaints providing satisfactory resolution within established Corporation guidelines. Maintain records as necessary.
2. Service customers requesting extensions to pay their utility invoices with established Corporation guidelines.
3. Proactively attempt collection from past due accounts. Efforts will include phone calls, letters, email communication and disconnection of service.
4. Review new and existing business account applications for security deposit amounts.
5. Calculate and explain the principles of levelized billing to customers.
6. Provide account adjustments when merited within company guidelines and policies.
7. Assist customers with establishing electronic bill payment, downloading the Conway Corp app and assisting with end user concerns.
8. Maintain a high degree of discretion; protecting customer information at all times throughout the interaction.
APPLICANT REQUIREMENTS: EDUCATION AND WORK EXPERIENCE:
• High school diploma or equivalent
• 5 years customer service experience and/or training
• Equivalent combination of education and experience
OTHER:
• Ability to read, write and speak the English language
• Strong customer service skills, including courteous telephone etiquette and professionalism; and the ability to exhibit patience and empathy under pressure
• Ability to calculate consumptions, apply rates to consumptions, calculate percentages and averages
• Working knowledge of modern Windows operating systems and ability to use job specific software
• Good organization skills and the ability to work effectively and productively without direct supervision
• Regular and punctual attendance