Customer Credit Representative

The Customer Credit Representative (CSR-1), shall under general supervision, respond to customer inquiries. The Customer Credit Representative is primarily responsible for inbound residential customer phone calls. There are a variety of call types, such as: basic billing, collections, pay agreements, electric choice, general account maintenance, and outages for all customer types. This position is responsible for providing exceptional customer service by responding to customer inquiries in a professional, timely and accurate manner.

Entry Level Qualifications

Must meet the Company's requirements for General Qualifications in addition to the following qualifications:

Must have a high school diploma or equivalent.

Must possess basic computer skills.

Must possess basic keyboarding skills.

Must demonstrate professional verbal and written communication skills.

Must possess and demonstrate basic math skills.

Must be able to receive direction and take appropriate action.

Fully Qualified Qualifications

6 months as a Customer Credit Representative Meeting all performance metrics.

Performance Expectations

Respond to and analyze a variety of customer inquiries, such as: basic billing, collections, pay agreements, electric choice, general account maintenance, and outages.

Inform customers of and explain a variety of Company offerings, when applicable.

Update and maintain customer account records.

Verify the accuracy of customer account information such as name, address, phone number, etc. and update when necessary.

Successfully operates various systems, relative to Customer Service.

Direct calls to other work groups, when appropriate.

Adhere to company guidelines and expectations.

Meet or exceed all required performance metrics.

Use good judgment when dealing with confidential data including, but not limited to, customer information.

Possess a cooperative temperament and be able to receive constructive feedback and coaching.

Be able and willing to work overtime as required.

Perform work in a safe manner.

Communicate professionally with internal and external customers.

Employees recognize their personal responsibility to respond to overtime requests. The parties are committed to utilizing technology and process improvements to speed up overtime responses. Methods for implementing those principles will be arranged by the Union, employees and managers.

Perform other duties as assigned.

Job knowledge competence will be demonstrated on a periodic basis by successful completion of job-related training prescribed by management, and demonstration of actual job skills by the employee. Employees will be expected to adhere to Company policies and work in accordance with established procedures.

Work schedules and validation of work experience, training completed, equivalencies, and employee's qualifications are based on the provisions of the Compact. Management will provide quarterly performance evaluations to the employee in the first year. The time required to be fully qualified is 6 months. Performance will be measured against criteria outlined in this job description.

This job description attempts to give examples of tasks associated with the job; however, the listings are not all inclusive.

General Supervision - the term implies that the employee performs their duties under general instruction only and may make decisions within the limitations of standard practice or procedure.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.