Posted: 17-Sep-24
Location: Loudon, Tennessee
Type: Full Time
Years of Experience:
Required Education:
Loudon Utility Board is seeking to hire a Customer Service Coordinator. Working under the direction of the Director of Customer Service, in this position you will manage existing customer inquiries and complaints via phone, email, and in person by providing service information and resolving any emerging problems that customers might face with accuracy and efficiency. You will also be expected to fill in for Director of Customer Service during absences.
Duties include:
• Answer incoming calls pertaining to service, billing, payments, and new or transferred service and 811 calls and resolve customer issues.
• Review applications for service, prepare service orders, and transmit to appropriate departments.
• Process new customer applications in the Local Government System.
• Develop the monthly Aged Terminated Report and send to collections. Council customers concerning cut-off and establish payment plans to reinstate service if possible.
• Monitor customer account information for accuracy and adjust accounts.
• Support customers concerning possible meter reading errors. Run appropriate reports andLoudon Utility Board is seeking to hire a Customer Service Coordinator. Working under the direction of the Director of Customer Service, in this position you will manage existing customer inquiries and complaints via phone, email, and in person by providing service information and resolving any emerging problems that customers might face with accuracy and efficiency. You will also be expected to fill in for Director of Customer Service during absences.
Duties include:
• Answer incoming calls pertaining to service, billing, payments, and new or transferred service and 811 calls and resolve customer issues.
• Review applications for service, prepare service orders, and transmit to appropriate departments.
• Process new customer applications in the Local Government System.
• Develop the monthly Aged Terminated Report and send to collections. Council customers concerning cut-off and establish payment plans to reinstate service if possible.
• Monitor customer account information for accuracy and adjust accounts.
• Support customers concerning possible meter reading errors. Run appropriate reports and
communicate resolution plans if errors are found.
• Run work order for issues with rental and/or street lights on accounts.
• Enter and monitor the bank drafts for AutoPay on accounts for new/existing customers.
• Complete annual Budget Bill Program, with customers and set up in the Local Gov’t System.
• Run daily CTRAC’s for Utility Operations to assist with water, gas, sewer or electrical problems.
• Process calls from the 911 center and forward information to the Operations Center for dispatch. Receive incoming calls for gas leaks, dispatch operations, and complete corresponding reports.
• Serve as Dispatch for utility stand-by operations between 3:30 P.M. 4:30 P.M. Monday – Friday.
The ideal candidate for this position will possess a high school diploma and valid Tennessee Driver’s License. Five years of customer service experience required. Must possess sufficient verbal and auditory skills to communicate with staff, customers, and contractors on the phone and in person. Must possess sufficient visual acuity to read printed materials and adequate mathematical ability necessary to make bill adjustment, calculations for energy survey, etc. Must be proficient with Local Government software and possess adequate computer skills (Microsoft Office). Exceptional interpersonal, attention to detail, communication and customer service skills are required. LUB desires an energetic and highly motivated individual with a passion for excellent performance.