Customer Service Representative (anchorage)

Customer Service Representative

ENSTAR is on a mission to deliver safe and reliable natural gas to Alaskans. If you share our passion for these values and are eager to make a meaningful impact, we invite you to join our dedicated team. As a customer service representative, you will play an essential role within our Anchorage customer accounting department, reporting to the customer accounting supervisor. Your responsibilities will include, but are not limited to:

- Respond to customer questions and concerns via phone, customer service lobby, and through correspondence.

- Enter customer applications and miscellaneous changes into ENSTAR's customer care and billing software system.

- Initiate work orders for the meter reading, service, distribution, and measurement departments via computer software system, process work orders for customers.

- Research account and billing discrepancies; perform account adjustments as necessary.

- Cashiering; includes balancing and preparing deposits.

- Cash machine operation.

- Provide payment queue and switchboard coverage; assist customers with general and account questions.

- Perform credit balance refunds and adjustments.

- Process billing for damage claims.

- Perform bank corrections and research and adjust misapplied or unidentified payments.

- Research, bill, and collect on damage claims.

- Administer various heating assistance programs.

- Perform general collection functions: active and closed accounts and department purchasing.

- File and scan documents.

- Search archives for historical information.

- Process outgoing and returned mail, sort mail, and enter mailing address changes.

- Respond to customer questions and concerns via phone and email correspondence.

- Enter customer applications and miscellaneous changes into ENSTAR's customer care and billing software system.

- Cross-train with other department tasks.

What you will bring:

- High school diploma or equivalent.

- One year of prior customer service experience, call center experience preferred.

- One year cashier and/or customer service experience preferred.

- Proficiency with Microsoft Office Suite, specifically Excel and Word.

- Strong math, accounting, and clerical skills.

- Strong verbal and written communication skills.

- Ability to type 50+ wpm 10-key by touch.

- Professional telephone etiquette.

- Professional personal appearance.

- Enthusiastic and energetic customer service attitude.

- Prior utility industry experience is desirable, but not required.

- Ability to pass a drug, background, credit, past employment, and driving record screening.

Preferred skills and qualifications:

- Excellent organizational skills with the ability to confidentially process and maintain data with attention to detail.

- Basic administrative skills and ability to perform related tasks.

- Excellent interpersonal skills to work effectively and cooperatively with all levels of management and staff.

- Ability to multi-task in a fast-paced environment and to effectively and professionally assist customers in this type of environment.

- Effective oral and written communication skills to effectively communicate policies and procedures to others.

- Ability to use general office equipment such as computer, fax, phone, copier, etc.

- Strong customer service skills, including active listening, prompt service, follow-up, value added service, one-call resolution, and customer appreciation.

- Ability to convey information clearly, effectively, and professionally.

- Active listening skills; attentiveness when listening to others to understand, ask appropriate questions, etc.