Clerk Customer Svc Ofc

Pay Grade

07

Position Summary

Provides assistance to CPS Energy call center, walk-in center and outsource partner for Workforce Management and maintain employee information of various system.  Support data requests for report updates, answers routine customer inquiries, bill print receipts, and maintains office supplies.

Tasks and Responsibilities

• Accurately processes customer request for agency assistance, bill reprints, and other routine questions in a timely fashion.
• Directs customers to appropriate departments for specialized services or CPS Energy website.
• Accurately processes time off requests and absence reporting.
• Real-time monitoring of customer queues and team availability.
• Maintains employee lists in systems for call center, walk-ins, and outsourcer.
• Data entry for regular budget and Customer Service reports.
• Maintain Call Duty lists and other ad hoc schedules.
  Provide support to Workforce Management Analysts and Customer Service Admin.
• Receives and distributes mail.
  Processes customer correspondence via mail or fax.
• Provide support to other Customer Service Centers as needed.
• Maintains office forms such as rebated and customer programs.
• Compiles and reviews all customer program application before mailing to the appropriate department.
• Updates basic customer information.
• Contracts appropriate departments for maintenance issues or system issues.
• Performs other duties assigned.

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

• Bilingual desired

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands