LG&E and KU Energy Customer Representative I in Danville, Kentucky
Resolves customer complaints primarily face to face, but also via phone, email, and mail Uses telephones to reach out to customers and verify account informationGreet customers warmly and ascertain problem or reason for visiting the officeTakes customers’ cash and check payments and apply to service accountsCreates, cancels or upgrades accountsAssists with placement of orders and requests for refundsTakes payment information and other pertinent data such as addresses and phone numbersProvides information, answers questions and suggests solutions that best fit the customer’s needsExhibits a thorough understanding of all departmental activities, as well as knowledge of customer service hardware/software related systemsAdheres to all Business Office Cash Handling Procedures and Policies Demonstrates ability to handle complex customer transactionsAnalyzes data to assist in resolving complex customer inquiries and complaintsUtilizes computer technology (including Voice over Internet Protocol telephone) to handle high call volumes.Serves as Cash Controller and assists with daily/monthly reportingSupports continuous departmental improvement initiativesObtains a working knowledge of all Company procedures, policies, operations, customer accounting functions and marketing programsParticipates in community events and activitiesAbility to perform at a high level of competency in a fast paced environmentUndertakes team assignments according to skillsetAble to work independently with little management oversightAll other duties and projects as assigned.
Primarily sitting with optional standing and walking. Some lifting and minimal climbing may be necessary.
SAP software knowledgeAssociate degreeCommunity/Organization involvement recommendedCustomer Service experience in a regulated utility environment recommended
Normal customer service environment involving direct interaction and face to face and telephone contact with the public, as well as employees/contractors from other work groups/departments. Routine overtime beyond close of business probableOccasional daily travel between offices, with infrequent overnight stay possible, with compensation for incurred mileage and travel expenses
Required Education & Experience:
High school diploma or equivalent is requiredTwo years of customer service experience requiredExcellent computer skills and proficiency on customer service hardware/software related systems as well as a working knowledge of Microsoft Office products (i.e. Outlook, Word and Excel, PowerPoint)Excellent interpersonal skills, ability to multi-tasks, accurate cash handling abilities, self-motivation, independent thinking and self-relianceExcellent Communication skills (verbal and written)Above average Planning and Organizational skills
198 West Broadway
This position is responsible for handling complex requests (including customer payment transactions) through direct contact with the customer. Customer transactions must be handled in a timely manner, in accordance with associated policies, regulations and procedures, to ensure a high level of customer satisfaction as directed by the Company’s Customer Experience Strategy.
Customer Representative I