Customer Service Representative 1 Location Lansing, MI (Green Oaks area) : The Lansing Board of Water & Light (BWL) has up to three openings for Customer Service Representative (CSR) 1 in Lansing, MI, as part of the International Brotherhood of Electrical Workers, AFL-CIO, Local Union 352. Pay Rate: $28.27 Position Summary: Responsible for effectively interacting with BWL customers regarding service requests; billing/account questions; payment arrangements; new products and services; and BWL policies, rules, regulations and procedures via telephone, email, virtual platform, and direct contact in a PC-based environment. Essential Functions: Processes customer service transactions utilizing information received via telephone, email, or direct personal contact in a PC-based environment Utilizes PC to enter, retrieve and update customer information on the BWL Customer Information System database, e.g., new service requests, account adjustments, deposits, billing account itemizations, etc. Utilizes customer relations skills to manage and respond to customer and employee interactions and inquiries via telephone, mail, email, virtual platform, (Teams) and direct contact Responds to inquiries regarding BWL regulations, rules, policies, and procedures Sets up customer collection arrangements in response to requests from customers or to satisfy the need for payment Processes service requests such as account adjustments, rebills, cancellations, itemizations, transfers, etc. Communicates orally and in writing Performs other related duties as required or necessitated by job responsibilities Required to follow BWL Safety Manual and wear required personal protective equipment Attends training for safety awareness or skills improvement as required by supervisor, BWL or governmental agency such as MIOSHA. Job Specifications: High School Diploma or equivalent Ability to communicate understandably and legibly via phone, virtual platform, in writing, and multi-task Basic knowledge of clerical functions and computer skills as demonstrated by standardized testing including: reading comprehension, arithmetic reasoning, graphic literacy, operating a ten-key calculator (4000 GKPM), typing (35 WPM), MS Word and Excel (beginners), business writing, and CSR assessment Ability to work any schedule Five (5) years of previous customer service experience preferred Teamwork experience and Customer Information System (CIS) experience preferred Physical Requirements / Working Conditions: Ability to communicate orally via phone, virtual platform, and in person; ability to communicate in written form Ability to operate a computer, business phone system, fax machine, automated payment system, and credit card machine Ability to perform data entry via keyboard Open office environment with moderate ambient noise levels Considerable sitting Must be able to work any shift, including nights and weekends Why Should You Apply? Competitive salary, employee development, and opportunity for professional growth. Robust time off benefits including vacation, free choice, sick leave, paid holidays Comprehensive benefits package including medical, prescription, dental, life insurance, long-term disability, employee assistance program Retirement programs including 401a (100% company paid up to 13% of base salary), 457 match up to $2,500 per year, retiree medical Voluntary benefits including supplemental and dependent life insurance, vision, flexible spending, AFLAC options, LifeLock anti-theft, long term care, tuition reimbursement, HOPE loan About the BWL: The Board of Water & Light serves Lansing, Michigan, and surrounding areas with electricity, water, and steam. Lansing's city charter vests the BWL with full and exclusive management of water, steam, and electric services for the city. The American Public Power Association has honored the Lansing Board of Water & Light as one of the country's best publicly-owned utilities. The Location: Lansing, MI provides the opportunity to enjoy all seasons of fun and beauty. With the Grand River open for kayaking, lush golf courses, 17+ miles of trails for biking/hiking/running, Potter Park Zoo, and the sports, the arts and fine foods that comes from being near a major University, Michigan State University, there is a spot for everyone. The area is a short drive from Lake Michigan's shoreline where there is views of natural beauty, boating, fishing, and windsurfing. THE BOARD OF WATER AND LIGHT IS AN EQUAL OPPORTUNITY EMPLOYER
