CALL CENTER REPRESENTATIVE I

Job Description

Job DescriptionSalary: $18.00 per hour / $37,440.00

POSITION TITLE: CALL CENTER REPRESENTATIVE I

POSITION ID NUMBER: 6113

DEPARTMENT: MARKETING

REPORTS TO: CALL CENTER SUPERVISOR

STARTING PAY RATE: $18.00 PER HOUR / $37,440.00 YEARLY

FLSA STATUS: NON-EXEMPT HOURLY

KEY WORDS : CALL CENTER; CUSTOMER SERVICE, FACILITATOR, BILINGUAL

JOB PROGRESSION PATHWAY (FUTURE POSITION ADVANCEMENTS)

Call Center Representative I: $18.00 PER HOUR / $37,440.00 YEARLY

Call Center Representative II: $20.33 PER HOUR / $42,286.40 YEARLY

Call Center Representative III: $21.60 PER HOUR / $44,928.00 YEARLY

Call Center Representative, Senior: $22.94 PER HOUR / $47,715.20 YEARLY

*Multiple language speakers desired*

JOB SUMMARY:This is considered the entry-level training position anticipated to last approximately 12 months. After approximately 12 months this position should progress to Call Center Representative II. This position assists customers and provides service primarily via telephone. The Customer Care Group plays a significant role in customer service; they are often the first and only contact customers have with the District. Incumbents enter, schedule, assign, and print, request for service, transfer of service, termination of service. This position also provides departmental support for various processes and departmental needs. Incumbents may focus on one or more of the essential duties depending on the function assigned.

Incumbents in this position will be held to the Districts Gold Standard for Customer Service.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

1. Provides information to and assists customers through telephone, email or other similar services regarding any of the services offered by the District.
2. Receives and documents gas leak reports and prepares them for dispatching.
3. Establishes and updates customer accounts; creates work orders to install gas service, transfers service from one residence to another, termination of service, gas leaks, appliance repair, complaints about high bills, etc.
4. Performs research on customer accounts to assist service personnel in the field.
5. Explains District policies on various services and approximate time when service can be provided.
6. Answers questions and resolves complaints. Uses personal judgment in deciding when customers with complaints should be referred to a supervisor.
7. Compiles and enters data for various reports and projects.
8. Other miscellaneous job-related duties as assigned.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. The principal duties and responsibilities enumerated are all essential job functions.

EDUCATION AND EXPERIENCE:

High School plus two to five years of experience.

ESSENTIAL COMPETENCIES:

1. Demonstrated sound business ethics.
2. Strong interpersonal skills, flexibility, patience, customer service orientation, and abilities to be able to work with a diversified workforce and community in a cooperative and efficient manner.
3. Confirmed excellent phone etiquette and demeanor.
4. Excellent planning, prioritization and organizational competence and performance in a sometimes stressful environment, including the ability to handle conflicting priorities and to multi-task. Skill in problem solving and prioritizing.
5. Ability to communicate and work with people in a tactful and effective manner.
6. Accuracy with numbers and words/names.
7. Capability to provide routine information and support to customers and co-workers, knowledge to answer questions and resolve normal day-to-day customer problems and concerns.
8. Capacity to perform tasks assigned even working under pressure.
9. Knowledge or capacity to learn natural gas products and/or services of the District.
10. Excellent verbal skills (oral and written) as well as mathematic (add, subtract, multiply, divide,etc.) and documentation proficiency.
11. Able to work independently with little supervisionandalso, as a team player; exhibiting accuracy, reliability, and dependability with collaborative and competent character.

TECHNICAL SKILLS REQUIRED:

1. Ability to accurately read or hear and write or repeat technical, numeric and other relevant information.
2. Capacity to work accurately and proficiently with customer accounting and billing applications.
3. Data entry and/or word processing skills. Proficiency with use of personal computer and applicable software products may include but not limited to: Word, Excel, Outlook, Access, Internet Explorer, and PowerPoint.
4. Skills to use general office equipment such as a telephone, personal computer and keyboard, facsimile machines, photocopieretc.
5. Ability to accurately prepare routine administrative paperwork.
6. Ability to analyze and solve problems.
7. Familiarity with Districts geographic area; knowledge of characteristics and location of natural gas service lines in assigned service territory.
8. Organizational skills to operate phones, radios and computers accurately and simultaneously to affect the quickest response to customer trouble calls.

OTHER FACTORS:

1. Regular attendance is an essential function of the position.
2. Attire must be appropriate for an office environment.
3. May be required to work at any of the Districts offices as needed.
4. May be required to work other than normal work schedules; may be required to work overtime with little notice.
5. Fluctuating workload - heavy volume of calls during cold snaps or light-up/check-up season to minimal demands during normal spring and summer months.
6. Physical Effort: Requires sitting for long periods of time, viewing and working on a computer for long periods of time, standing for long periods of time, walking, bending, and light lifting.
7. Drug Testing for Illegal Drugs: Employees in this classification will be subject to undergo testing for illegal drugs in accordance withDOT Pipeline Safety Regulations, Code of Federal Regulations, Title 40 (49 CFR), Part 199.

BENEFITS:

Okaloosa Gas Districts offers a competitive benefits package, including:

BCBS Medical 100% employer paid for employee, 92% employer paid for family,

BCBS Dental 100% employer paid for employee or family,

BCBS Vision,

Healthcare Flexible Spending Accounts (FSA),

Dependent Care Flexible Spending Accounts (FSA),

Life insurance 100% employer paid,

Short Term Disability 100% employer paid,

Long Term Disability 100% employer paid,

Accidental Death and Dismemberment 100% employer paid,

AFLAC supplemental insurance,

Air Ambulance insurance,

Pet insurance,

Vacation Leave (80 hours per year) accrual based for the first 5 years, increases thereafter,

Sick Leave (80 hours per year) accrual based

11 Paid Holidays, includes 2 days for Thanksgiving and 2 days for Christmas

401(a) 8% Employer Defined Contribution Retirement, (employer paid, does not require employee contributions)

457(b) Employee Deferred Compensation Retirement Plan

Gym reimbursement/incentive up to $50 per month

Health Fair 100% employer paid

Wellness Program w/ incentives

Safety shoe reimbursement up to $150 per year

Uniforms 100% employer paid

Employer Assistance (Counseling) Program

Employee Events - Spring Crawfish Boil, Summer Picnic, Thanksgiving Lunch, Annual Banquet/Holiday Party

and up to $3,500 annual education reimbursement.

If you are an individual with a disability and require a reasonable accommodation tocomplete any part of the application process, or are limited in the ability or unable toaccess or use this online application process and need an alternative method for applying, you may contact 850-729-4700 orcareers@okaloosagas.comfor assistance.