Customer Services Representative

Community Services Advisory Council
October 12, 2022
Employment Opportunities
Inspector
November 21, 2022

Customer Services Representative

PROGRAM DESCRIPTION

The Energy Services Program includes the Comprehensive Energy Assistance Program (CEAP). CEAP provides co-payment of utilities and the provision of supportive services in an effort to transition low-income families out of poverty and off public assistance.

 

SUMMARY OF POSITION

The Customer Services Representative provides efficient and accurate customer service work for the Comprehensive Energy Assistance Program (CEAP) offering assistance in a fast moving, high call volume department. Works under general direction and supervision with limited latitude for the use of initiative and independent judgment. Provides administrative support to the Program Manager and Energy Services Specialists. Performs essential functions individually or in conjunction with designated personnel or outside vendors/experts.

 

ORGANIZATIONAL RELATIONSHIPS

  1. Reports to: Program Manager
  2. Directs: May supervise or direct other employees and/or volunteers
  3. Other: Collaborate with COG staff; federal, state, and local agencies and officials; COG Governing Body; Executive Director; and the general public

 

ESSENTIAL DUTIES

The essential duties of this position include but are not limited to the following performance measures:

  1. Responds to client/customer inquiries and maintains customer accounts according to specific guidelines and procedures;
  2. Communicates with the public in person, by telephone, by email or regular correspondence, or over the Internet;
  3. Performs general data entry and creates and maintains computer and manual filing systems;
  4. Researches information to address and resolve customer service inquiries;
  5. Prepares, interprets, and disseminates information concerning CEAP procedures;
  6. Makes copies of documents and maintains ample supply of forms as needed and instructed;
  7. File and oversee the filing of customer files;
  8. Direct the opening and sorting of incoming mail; preparation of letters, address labels and outgoing mail, order postage and mail supplies;
  9. Sends and collects vendor agreements to/from utility providers;
  10. Attend seminars and workshops as needed and approved;
  11. May serve in a supervisory manner providing direction to others;
  12. Perform other related work as may be assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Communicate effectively using a variety of styles and techniques appropriate to inform or persuade the intended audience;

Establish and maintain a good rapport with all levels of employees to include working willingly, effectively and acting professionally, and complying with TCOG policy;

Maintain confidentiality regarding sensitive matters;

Must have capacity to work in a multi-task work environment, either independently or as part of a team;

Must demonstrate proficiency in standard office practices and administrative procedures;

Utilize Microsoft Office (Word, Excel, Outlook and Powerpoint or appropriate alternative software to the extent required to effectively perform essential functions.

 

EXPERIENCE AND TRAINING

Experience in customer service, clerical, or other administrative work. Completion of an Associate’s Degree in Business Administration or equivalent plus at least one year of supervisory experience. Two years of supervisory experience is preferred. Equivalent combination of experience and training that provides the required knowledge, skills, and abilities for the position may be considered in lieu of Degree. Bilingual in Spanish preferred.

 

CERTIFICATES AND LICENSES REQUIRED

Appropriate driver’s license or available alternate means of transportation.

PHYSICAL REQUIREMENTS
Finger dexterity necessary to operate equipment used in the position, talking, seeing and hearing. Walking, sitting, bending/stooping, pushing/pulling and minimal unassisted lifting (up to 20 pounds) associated with job duties is required.