Customer Service Representative I-II

Position Title:

UEG Customer Service Representative  

Business Reporting Unit:

UNSG  Gas Cust Svc  Flagstaff

FLSA Status:

Nonexempt

Level:

Non-Manager

EEOC Category:

Administrative Support Workers

EEOC Job Group

Admin Support-Classified

Does this position involve transmission and/or marketing functions? -  TRM, MKT, or N/A

No

CIP status - Cyber, Physical, Both or Neither (Select one)  

Neither

Job Code

AG 817 (I), AG831(II)

Safety Sensitive:

Yes

Last Business Review Date

7-15-21

 

 

Position Description

This job classification provides UniSource Energy Services customer account support. Employees are expected to perform assigned work in a safe and efficient manner in accordance with Company practices and procedures.

Position-Related Responsibilities

·       Generate, schedule, dispatch and complete various types of field activities

·       Effectively communicate with field resources, internal and external customers

·       Update field activities in customer care & billing (CC&B), including but not limited to connects, disconnects, disconnects for non-payment and reconnects

·       Review queues for updated service order activities and communicate to field resources

·       Accurately work a variety of CC&B edits in a timely manner

·       Accurately perform account maintenance by updating CC&B

·       Gather appropriate caller data and dispatch emergency type calls to field personnel and management

·       Create, track, complete, and file system surveillance orders

·       Complete meter upload and download reports, may include high and low usage investigation, preparation and mailing letters to customers for blocked meter and/or no access and follow-up activity, as necessary

·       Load routes onto collection devices and communicate with personnel to have reads collected

·       Provide support documentation from daily manual and/or electronic measurement records for monthly statistical report (i.e. meter sets, routine meter exchanges, service statistical activity, and elevated pressure meter requests)

·       Assist in handling customer inquiries, including ACC Complaints and Inquiries

·       Accurately perform quality assurance and records management functions

·       Assists other departments throughout the Company as needed or directed

·       Promote team environment, lead by example, represent company professionally

·       Provide outstanding customer service to customers both external and internal

·       This position may provide services to affi