Customer Service Representative - Orion Innovation : Job Details

Orion Innovation is a premier, award-winning, global business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity. We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education. Position Purpose

• Provide a brief description as to the primary purpose of this job (no more than three to five sentences).
• The customer service representative operates on various functional levels within the call center.
• Handling a high volume of calls is the top priority while handling back-office functions such as billing, field service processing which entails scheduling and completion, collections, bad debt and cash processing.
• The customer service representative is responsible for providing professional, effective, and efficient customer service for all internal and external customers by using excellent, in-depth knowledge of company policies and procedures and regulatory commission requirements.

Primary Duties / Responsibilities

• List essential job functions; describe in terms of actions (verbs) and desired outcomes in order of most important first.
• Ensure customer calls/contacts, billing, collections, cashiering, field orders, and other customer service functions, are handled effectively, timely, and efficiently in a knowledgeable and positive manner.
• Receives, investigates and resolves customer calls, emails, complaints and inquiries pertaining to billing, collections, and other customer service functions
• Responsible to achieve customer service metrics and satisfaction levels.
• Ensure all service orders are complete and entered into the CIS
• Assist with routing new development for meter reading and entry into CIS
• Professionally perform reception and cashiering functions.
• Process customer payments, prepare daily deposits, maintain cash reports
• Prepare billing adjustments
• Efficiently and accurately prepares, updates, maintains and files a variety of customer billing and collections information, service orders, data, reports, and the like.
• Promotes/explains company initiatives, programs, and processes to customers, and obtains appropriate information from customers (ACH, ebilling, conservation, etc.).

Qualifications:

• 2 years previous call center, front office, bad debt, back office, and/or billing customer service experience required.
• Associate's degree or equivalent from a two-year college or technical school preferred
• Regulated Utility or Municipality customer service experience preferred
• Experience using CC&B Customer Billing Information System or similar is preferred

Knowledge / Skills / Abilities:

• Ability to prioritize and manage multiple competing work priorities successfully
• Ability to function in the digital world, using computer, laptop, tablet, smart phone devices and software to communicate and perform and record work.
• Knowledge of Google platform

Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Candidate Privacy Policy Orion Systems Integrators, LLC and its subsidiaries and its affiliates (collectively, Orion, we or us ) are committed to protecting your privacy. This Candidate Privacy Policy (orioninc.com) ( Notice ) explains:

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Your use of Orion services is governed by any applicable terms in this notice and our general Privacy Policy.