Commercial Resource Center Representative

JOB PURPOSE Commercial Resource Center Representative will serve as primary point-of contact for all General Power and General Service customers in order to provide comprehensive customer service assistance by handling incoming inquiries. identifying/evaluating situations/accounts for problems; initiating and tracking resolution of issues through Division processes; assisting in preventing identity theft or fraudulent activities in compliance with federal regulations/ procedures. and informing customers and promoting energy programs and services. ESSENTIAL DUTIES : Investigate customers' accounts and determine appropriate actions needed to resolve problems, direct various inquiries to appropriate MLGW personnel and follow up to ensure proper implementation. Initiate service orders: analyze accounts to determine program eligibility which include tax exemption or special rates. Analyze customers, accounts to assist in preventing identity theft or fraudulent activities in compliance with federal regulations/procedures grant or refuse extensions based on findings. Generate corrected/duplicate bi1ls as required; calculate/process customers' refunds and process customers, reimbursement refunds; calculate/determj.ne appropriate rates within set parameters; verify/update and process customer service contracts. Perform extensive research on customers' accounts and provide detailed consumption, demand, and invoice/payment and adjustment history. create spreadsheets; and notify customers of findings via mail, fax, e-mai1 or in person. Promote new/existing MLGW programs and services to targeted customers; manage applicable customer enrollment functions and initiate billing. Stay abreast of the Division's operations and credit policies/procedures. Perform other duties as directed. JOB PURPOSE Commercial Resource Center Representative will serve as primary point-of contact for all General Power and General Service customers in order to provide comprehensive customer service assistance by handling incoming inquiries. identifying/evaluating situations/accounts for problems; initiating and tracking resolution of issues through Division processes; assisting in preventing identity theft or fraudulent activities in compliance with federal regulations/ procedures. and informing customers and promoting energy programs and services. ESSENTIAL DUTIES : Investigate customers' accounts and determine appropriate actions needed to resolve problems, direct various inquiries to appropriate MLGW personnel and follow up to ensure proper implementation. Initiate service orders: analyze accounts to determine program eligibility which include tax exemption or special rates. Analyze customers, accounts to assist in preventing identity theft or fraudulent activities in compliance with federal regulations/procedures grant or refuse extensions based on findings. Generate corrected/duplicate bi1ls as required; calculate/process customers' refunds and process customers, reimbursement refunds; calculate/determj.ne appropriate rates within set parameters; verify/update and process customer service contracts. Perform extensive research on customers' accounts and provide detailed consumption, demand, and invoice/payment and adjustment history. create spreadsheets; and notify customers of findings via mail, fax, e-mai1 or in person. Promote new/existing MLGW programs and services to targeted customers; manage applicable customer enrollment functions and initiate billing. Stay abreast of the Division's operations and credit policies/procedures. Perform other duties as directed. LICENSES AND CERTIFICATIONS Must have a valid driver's license from state of residence. EDUCATION High School Diploma or General Education Development (G.E.D.) EXPERIENCE Must have a minimum of 4 years of experience in customer service, credit or account services. ADDITIONAL INFORMATION Must have an in-depth knowledge of Division operations and credit policies and procedures. Must have proficiency in data entry/computer software applications. Must have in-depth knowledge of Customer Information System, Management Support System, and Legacy System. Works in office majority of time and occasionally makes field visits. Physical Demands: Requires sedentary work involving standing or walking for brief periods, exerting up to 10 pounds of force on a regular basis; and some dexterity in operating office equipment. The position requires normal visual acuity and field of vision, hearing and speaking abilities. THIS LIST OF FUNCTIONS IS NOT EHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY LICENSES AND CERTIFICATIONS Must have a valid driver's license from state of residence. EDUCATION High School Diploma or General Education Development (G.E.D.) EXPERIENCE Must have a minimum of 4 years of experience in customer service, credit or account services. ADDITIONAL INFORMATION Must have an in-depth knowledge of Division operations and credit policies and procedures. Must have proficiency in data entry/computer software applications. Must have in-depth knowledge of Customer Information System, Management Support System, and Legacy System. Works in office majority of time and occasionally makes field visits. Physical Demands: Requires sedentary work involving standing or walking for brief periods, exerting up to 10 pounds of force on a regular basis; and some dexterity in operating office equipment. The position requires normal visual acuity and field of vision, hearing and speaking abilities. THIS LIST OF FUNCTIONS IS NOT EHAUSTIVE AND MAY BE SUPPLEMENTED AS NECESSARY

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