Job Information
Huntsville Utilities Residential Applications Representative in Huntsville, Alabama
Job Statement: Uses established procedures to assist walk in customers with general inquiries, rates, customer service programs, fees, billing processes, payment options and requests to connect, disconnect, transfer or modify services.
Essential Duties:
- Assists walk in customers with general website inquiries, how to register, how to submit service requests, and process online requests to establish or transfer service.
- Provides customers with adequate information concerning the status of their account, collection procedures, policies, billing cycles, installment plans, high bill calls, and how to read meters and identify problems.
- Determines when adjustments or back billing may be necessary and forwards information to appropriate personnel.
- Processes residential requests for new service (electric, water, gas), account information, billing history, letters of credit, etc., based on the customers specific needs.
- Quotes and collects residential security deposits and service charges based on the Residential Deposit Policy, ensuring all applications are properly executed and completed.
- Obtains pertinent information from the customer in order to collect any outstanding debt owed to Huntsville Utilities.
- Clarifies and handles all customer inquiries in a courteous manner to maintain and encourage customer goodwill, while promoting a positive image of Huntsville Utilities, which can include difficult or irate customers.
- Balances cash and check payments, maintains and balances assigned working funds, and prepares daily deposit of funds received, all according to established procedures.
- Promotes various customer services programs and options available to fit the customers needs.
- Keeps informed and updated on all policies and procedures and operational changes pertaining to performing duties assigned to this position.
- Maintains complete and accurate records of all customer transactions.
- Assists in training personnel assigned to the section and cross-trains in a variety of job functions to assist in accomplishing the work of the Department and customer care.
- Provides support for the Lobby Receptionist and Contact Center Receptionists.
- Performs additional duties as assigned.
