Part Time Customer Service Representative

Full Job Description

The City of Alameda is seeking a dedicated and detail-oriented Part Time Customer Service Representative to join Alameda Municipal Power. This part-time position offers a unique opportunity to support the City's essential services while engaging directly with the community. This is a highly responsible customer service position that plays a vital role in maintaining operational, financial, and commercial records for the electric utility. The incumbent will be part of a collaborative team and will have the opportunity to help shape service delivery consistent with community and Council expectations.

This is a short term, limited duration position, working 28 hours per week. Part time positions have limited benefits.

Qualifications

The following list of duties is intended to describe the various types of work that may be performed. It is not all-inclusive and may be adjusted based on organizational needs.

Essential Duties

• Promotes positive customer relations through daily interactions via phone, email, mail, and in-person.
• Educates customers on utility programs and services, driving participation and awareness.
• Processes financial transactions including payments, adjustments, refunds, bankruptcies, and payment programs.
• Utilizes customer information systems to manage account data and coordinate with field and billing units.
• Handles delinquent accounts and bad debt collections, including referrals to collection agencies.
• Maintains accurate manual records, logs, and ledgers.
• Researches customer records and prepares correspondence to resolve complex inquiries.

Other Duties

• Collaborates with other departments to meet customer service goals.
• Performs related duties as assigned.

Additional Information

Education & Experience

• Education: Graduation from high school.
• Experience: Three years of responsible experience in customer service, credit and collections, and program/service promotions.

Knowledge

• Customer service principles and marketing concepts.
• Billing, financial recordkeeping, and clerical accounting practices.
• Computer applications including word processing, spreadsheets, and databases.
• English grammar, spelling, and punctuation in a business environment.
• Mathematical principles and modern office procedures.

Abilities

• Communicate effectively in person, by phone, mail, and email.
• Interpret and apply policies and procedures with sound judgment.
• Promote programs based on customer needs.
• Analyze data and maintain accurate records.
• Operate computers and office equipment efficiently.
• Work under pressure, manage multiple priorities, and meet deadlines.

Working Conditions

• Work is performed in an office setting with moderate noise levels.
• May involve exposure to emotionally charged situations.