Under indirect and intermittent supervision, to assist in training and to work with and guide the work performance of other employees in the handling of customers' personal mail or telephonecomplaints, requests and inquiries, including requests for extension of time, explanation of electric service bills, rates andcompany policies, to handle service outages and orders for connection, reconnection or disconnection of service; to route and assign field calls to Outside Adjusters; to assign follow-up work on meter tests, investigations, re-reads, switched meters,etc., as authorized, to adjust complaints, approve deposit refunds,correction slips and reconnection orders; to personally call oncustomers in unusual cases with or without the Outside Adjusteror Supervisor; and to do related work as required. In this connection to perform details of work, such as:
Handle personally the more complex complaints, requests,and inquiries directed to the group under his leadership.
Route and assign field calls to Outside Adjusters.
With or without the Outside Adjuster or Supervisorto personally call at customers' homes to adjust or explain charges.
Assign follow-up work on meter tests, investigations, re-reads, etc.
As authorized, approve deposit refunds, correction slips, and no-charge reconnection orders.
Approve or establish estimated effective dates andestimated usage on residential service orders forwhich actual meter readings have not been obtained..
Special Responsibilities:
For the exercise of good judgment on refunds, allowances, or disconnections.
For the accuracy and correctness of the work of those under his leadership.
For assigning work under his leadership so that complaints,inquiries and requests will be handled promptly.
For holding as confidential information relating to customers' accounts.
CONTACTS:
With all kinds, types and classes of customers in handling complaints, inquiries, adjustments, trouble calls, and orders for connection or disconnection of service.
With supervisors, clerks and other employes in various departments and offices in connection with information relating to customers' accounts or service.
QUALIFICATIONS:
High school graduation or the equivalent.
Two years of experience as Customer Business Representative.
Thorough knowledge of the credit and collection policies of
the Company; working knowledge of customers' accounts and records,rate schedules, and billing methods;definite indicated ability toinstructandlead others.
Should have a good command of English and be able to speakdistinctly, be able to write good business letters; shouldhave a pleasing personality, be patient and courteous, and be neat and clean, and have good demeanor.
