Customer Retention Representative jobs in Anchorage, AK

Please Note: Alaska Department of Labor (midtown) typing test (ACT WorkKeys Skill Assessment) will be acceptable as proof of the required 35 net words per minute. Typing test results must be current within the immediately previous one-year period. Please upload a copy of your typing test results (along with your resume).

Summary

Under direct supervision from Managers and direct instruction from Lead personnel, this entry-level position servesas the liaison between members and Chugach by attending to their service requests and providing them with quality customer service. Customer service representatives field questions, concerns and complaints from members; research problems, answer questions and offer solutions.

Reporting Relationships

1. Reports to: A designated manager in Member Services
2. Directs: None

Representative Duties

Customer Service

1. Processes member service requests, such as connect and disconnect orders. Arranges for and receives deposits when necessary.
2. Reviews, researches, resolves and provides answers to general account inquiries. Receives inquiries or complaints and seeks resolution.
3. Maintains customer information system by gathering and updating active member account information.
4. Operates the switchboard and acts as a receptionist to direct callers and visitors when needed.

Consumer Accounting

1. Receives and processes payments. Reviews daily transactions and reconciles drawer and receipts accordingly.
2. Researches and completes general requests from members regarding payments, refunds and capital credits.
3. Receives requests for and processes refunds to members.

Billing

1. Reviews, researches, resolves and provides answers to general billing inquiries including billing adjustments and billing corrections.
2. Receives and resolves general billing complaints and seeks resolution.

Metering and Field Support

1. Processes the meter reading and billing interface, reviews applicable reports and initiates action as needed.
2. Receives and resolves general meter reading or high bill complaints and seeks resolution.
3. Provides advice, counsel and information to members regarding routine energy usage and conservation issues.

Miscellaneous

1. Completes special projects and tasks pertinent to customer service operations.
2. Performs other job-related duties as assigned.

Relationships

1. Internal
   1. Designated Member Services Manager: Reports to, receives direction from.
   2. Member Services Management Team: Receives instruction and assistance from, and exchanges information with. Refers inquiries and complaints for resolution.
   3. Lead CSRs: Receives direct instruction and assistance from, exchanges information with. Refers inquiries and complaints for resolution.
   4. Member Services Staff: Exchanges information with other Member Services staff.
   5. Employees of other departments: Exchanges information with other employees as necessary.
2. External Member-Owners: Seeks information from and provides information to member­ owners.

Education

High School diploma or equivalent is required.

Experience

Six months of experience requiring public contact and service is preferred.

Job Knowledge/Skills/Abilities

• Knowledge of word processing software, email applications and Internet. Knowledge of spreadsheet software is desirable.
• Knowledge of basic office technologies including calculators, copiers, fax machines and telephones.
• Ability to effectively handlea high degree of public communication and contact, including face to face, over the phone and electronically.
• Ability to type 35 words per minute and ability to use a 10-key calculator with accuracy.
• Ability to communicate effectively with others.
• Ability to continually provide a service-oriented attitude towardsmembers and co­ workers.
• Ability to perform basic mathematical functions.

Working Conditions

Work is conducted in a standard office environment. Some overtime may be required.

Chugach Electric Association is a member-owned cooperative, headquartered in Anchorage, Alaska's largest city. Anchorage itself sits at the base of the Chugach Mountains. Chugach is pleased to provide reliable, affordable power to more than 92,000 members from Anchorage to the northern Kenai Peninsula, and from Whittier on Prince William Sound to Tyonek on the west side of Cook Inlet. We service over 113,000 locations with 3,782 miles of transmission and distribution lines. We have many services that make it easy to power homes and businesses with Chugach.

Chugach's corporate vision:
Responsibly developing energy to build a clean, sustainable future for Alaska.

Chugach's corporate mission:
We provide safe, reliable, and affordable electricity through superior service and sustainable practices, powering the lives of our members.

Chugach's corporate values:
Guided by our values of safety, accountability, and sustainability, we are committed to serving our members, the community, and the Chugach team.

Equal Employment Opportunity
It is a policy of Chugach Electric Association, Inc., to recruit, hire, train, promote, and compensate persons without regard to race, color, religion, national origin, sex, marital status, pregnancy, parenthood, physical or mental disability, veteran's status, age, or any other classification protected by applicable, federal, state, or local law.
Chugach is also an affirmative action employer.

Health Benefits (Available through IBEW with the Alaska Electrical Trust Fund)

• Medical & RX
• Dental
• Vision

For more information, you can contact the IBEW Hall at 907-272-6571 or visit www.aetf.com 

Financial Security

• 401K Plan
• Defined Benefit (Pension through IBEW)
• Dependent Flex Spending Account

Life Insurance Benefits

• Basic Life Insurance paid for by Chugach Electric
• Supplemental Life Insurance

Work, Life, Health

• 160 hours vacation for the first year
• 9 Paid Holidays
• 2 Float Holidays & 1 Birthday Holiday
• Employee Assistance Program
• MetLife Will Preparation