JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE

Location:  North Fort Myers, FL

Work hours: Full Time/Varied Shifts

LCEC provides reliable, cost-competitive electricity to more than 226,000 customers throughout a five county service territory located in Southwest Florida. We employ approximately 400 skilled employees and are one of more than 750 electric distribution cooperatives located throughout the United States.  LCEC has been recognized locally and statewide as an industry leader and continually receives acknowledgment for the work that our employees do in the community along with other civic, environmental and professional honors. 

We are searching for a CUSTOMER SERVICE REPRESENTATIVE to join our Customer Care Center located at the LCEC Business Office in North Fort Myers, Florida.   

CUSTOMER SERVICE REPRESENTATIVE POSITION SUMMARY: This position is responsible for communication (calls or in person) with the customer regarding initiating and processing service orders, responding to billing inquiries, cashiering, and promoting LCEC’s products and services. This position is required to work irregular hours, be on the on-call list, and respond to and assist with emergency restoration work needs.  Position may be required to perform temporary assignments in other areas. Customer calls are monitored for quality assurance.

CUSTOMER SERVICE REPRESENTATIVE POSITION RESPONSIBILITIES:

• Respond to customer inquiries by phone, e-mail, or in person. Maintain an acceptable login and call-answered volume to achieve predetermined goals and objectives. Provide service to customers according to Customer Performance Relation Guidelines and by following existing goals & objectives.  No more than two documented justifiable complaints from internal or external customers within a rolling 12-month period.

• Perform required actions to process service requests using established procedures and ensure that service requests are initiated, completed, and all billing and information systems are maintained. Assist with training and work as a team player both within the work group and with other departments.

• Manage administrative processes for all areas, including but not limited to, customer letters and faxes, address changes, customer files, automated bill payment forms, customer survey follow ups, payment reconciliation, cash only / incomplete check research and action, returned mail, scheduling vault / safe combination changes, coordinate repair and maintenance of office equipment, and coordinating IT requests as needed. This responsibility includes compiling information, researching history, and taking appropriate action to resolve each situation.

• Resolve and document all revenue recovery situations. Negotiate payment arrangements and provide financial counseling to ensure bills/outstanding debts are current.

• Perform cashiering functions as needed with no more than three documented overages or shortages within a rolling 12-month period. Adhere to Daily Cash Collection and Financial Transaction policy.

• Respond to emergency work requirements and assist with the coordination of restoring electric service to our customers. Required to be on-call two weeks during the year and must respond 100 percent of the time. Must be on either the Primary or Secondary call out list when not on call. Must respond 90% of time when on the primary list and not on call. Required to stay after normal scheduled hours if an outage is in progress. No more than two documented unjustifiable instances where requirements to stay were not met.

• Maintain effective working relationships with employees and customers at all levels within LCEC. Ensure smooth operations, productive communications, and effective understanding during all interpersonal contacts. Provide current and accurate information to all requesters courteously and in a timely manner.

CUSTOMER SERVICE REPRESENTATIVE REQUIRED QUALIFICATIONS:

• High school diploma or the equivalent with courses in Business Math, Business English, Communications, Human Relations, and Computer Science.

• Two (2) years’ general office experience including but not limited to: Responding to customers on the phone or in-person, via e-mails or chat, Accounting, and Cashiering.

• Position may require bilingual abilities in English and another language that is prevalent among our customers such as Spanish or German. Depending on staffing needs, applicants may be given the opportunity to complete a language course within a specified timeframe after being hired.

• Applicants must take the Florida Ready to Work assessments and earn the following scores:

• Score of 4 in Locating Information

• Score of 4 in Reading for Information

• Score of 3 in Applied Mathematics

CUSTOMER SERVICE REPRESENTATIVE DESIRED QUALIFICATIONS:

• Bilingual English/Spanish.
• Four (4) years’ experience in Customer Information Services which included use of a computerized billing and information system.
• Four (4) years’ experience working with the collection of past-due accounts and providing financial counseling.
• Four (4) years’ experience as a Customer Information Services Representative in a utility environment working with all phases of electric service and billing information by phone or in person.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:  The physical demands and work environment characteristics described here must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• PHYSICAL DEMANDS: Job requires sitting for extended periods of time at a desk/computer terminal.
• WORK ENVIRONMENT: Air-conditioned office environment.

Please note that at the time a candidate is made a job offer, the candidate will be subject to a background check and a drug screening.

Required Skills Required Experience