Customer Services Representative I

Minimum Pay Rate: $29.71 

Maximum Pay Rate: $32.79 

Posting Type: Open 

 

As of 9:00 PM, Monday, November 4th, we have 1700 candidates who have applied to the posting.

 

Only the first 3,000 applicants will be considered for this opportunity. Once 3,000 applications have been received, this posting will be closed and no additional applications will be accepted. Apply early!

 

This posting intends to create an eligibility list which may be used to fill future Customer Services Representative I positions over the next two (2) years.

 

SMUD's Customer Service Representative I positions are part-time after the 10-12 week training period upon hire.  As part-time employees, they are still eligible for SMUD benefits.  On site and remote positions are available.

 

Bilingual candidates are highly desirable and encouraged to apply.

 

UPDATED RESUME REQUIRED.  You must clearly demonstrate, on your resume, that you possess the knowledge, skills and experience required in the minimum qualifications listed in this posting. The candidates who meet the minimum qualifications will be invited to the examination.

 

An online examination is tentatively scheduled for the week of November 18th. Exams are strictly PASS/FAIL, results will be sent to each applicant approximately two weeks from the exam date.

 

All communication regarding this hiring process will be via email. SMUD is not responsible for mail that is directed to your junk mail inbox so please be sure to add SMUD to your safe senders list.

 

SMUD offers testing accommodations under the Americans with Disabilities Act (ADA)/California Fair Employment and Housing Act (FEHA). An individual with a disability under applicable laws is defined as someone who has a physical or mental impairment that limits a major life activity, such as working, or who suffers from certain medical illnesses. To substantiate eligibility, a candidate may be required to provide medical certification of having a disability. If you are requesting a reasonable accommodation that will allow you to complete the examination and/or interview process, please reach out directly to SMUDrecruiter@smud.org at your earliest convenience. All requests must be received at least three (3) business days prior to the examination date. 

Purpose

Receives, investigates, analyzes and responds to residential customer inquiries regarding their electric service, bills and programs; provides a variety of information to customers regarding their electric service; enrolls eligible customers into special electric service programs/accounts; reviews and grants routine payment extensions for and/or amortizes debts with customers.

Nature and Scope

This is the entry/beginning level in the Customer Service Representative series. Incumbents serve in a learning capacity under direct supervision.

Duties and Responsibilities

• Successfully completes residential Customer Service Representative training requirements and obtains the necessary certifications; meets established performance standards for the Contact Center.
• Learns and applies Contact Center residential processes and procedures, including receiving inquiries from residential customers via mail, e-mail, fax, telephone, referrals, and in person; ascertains and evaluates information from customers to determine the specific nature of their requests and/or process and implement their requests.
• Learns to utilize communication and customer service skills and apply sound judgment to determine appropriate actions to be taken to resolve residential customer requests.Learns and applies methods and procedures of communicating with residential customers to inform them of their electric service actions and arrangements such as: move orders, reconnects, disconnects, and provides basic information to residential customers regarding their accounts and all SMUD programs.
• Learns and applies techniques of up-selling energy service programs to residential customers and determines customer eligibility for various SMUD programs.
• Learns and applies procedures for analyzing, interpreting, and advising residential customers of SMUD rules, rates, regulations, and standards related to providing electric services, programs, and other services.
• Maintains records, including interaction records, using a personal computer and a variety of software applications.

Required Education

• High School diploma or equivalent

Required Experience Qualifications

At least one (1) year of customer facing experience or equivalent training/education to provide the necessary knowledge and skills

Knowledge Of

Proper telephone etiquett