CUSTOMER SERVICE REPRESENTATIVE I - DAPHNE

From: Brian Skelton - CEO/President

Date: April 29, 2025

Re: EXTERNAL JOB POSTING - Open Job Position – Customer Service Representative I - Daphne

Beginning Tuesday, April 29, 2025, Riviera Utilities will begin taking applications to fill a job vacancy for Customer Service Representative I - Daphne. We are considering applicants with qualifications in the following range, salary commensurate with education and experience.

Education and Experience

High School Diploma or an acceptable equivalency diploma (GED) and no experience required. Previous experience in a similar position will be considered, but it is not essential to perform this job successfully.

Licenses or Certifications

None

Special Requirements

Possession of or ability to obtain a valid Driver’s License within 60 days of employment.

Applications accepted for the open position through Monday, May 9, 2025. Interested individuals should go to our website at www.rivierautilities.com to review the Job Descriptions for this opening, click on the Application link, complete the application, and submit it by the deadline.

In Compliance with the Alabama Immigration Law, Riviera Utilities participates in the Federal E-Verify Identification Program.

Salary Range: $37,688 - $60,300 Pay Grade 104

CUSTOMER SERVICE REPRESENTATIVE I - DAPHNE

Pay Grade: 104

FLSA: Non-Exempt

Reports: Customer Service Supervisor

Effective Date: 6/8/2023

JOB SUMMARY

This is an entry-level position responsible for providing information to customers and processing applications for new and existing customers by performing the duties below. The position works under close supervision of the Customer Service Supervisor and Lead Customer Service Representative.

ESSENTIAL JOB FUNCTIONS

Greets customers in person or on the phone, in a pleasant manner.
Determines customer’s needs and provides customer with necessary forms for application of residential services for electric, natural gas, water, wastewater, sanitation, security lights, bank draft, broadband, and any other service provided.
Assists customers with completing forms, checking forms to ensure correct information is obtained; routes work orders to the proper departments for fieldwork.
Enrolls customers in auto pay and answers billing questions.
Quotes security deposits for all residential services and informs customers of different options available to reduce or waive deposits.
Examines write-off files to determine if applicants owe an old debt and discusses payment of debt with applicant.
Answers questions of general inquiry concerning billing, various services provided and service areas, maintains a basic understanding of how other departments operate to better answer inquiries, and explains policies and procedures that affect customers, including, but not limited to, security deposits and billing processes.
Addresses customer inquiries and complaints concerning high bills and billing errors and routes to proper personnel for investigation and resolution of inquiries.
Troubleshoot internet connectivity issues with customers and refers to technical support if needed.
Reports security light outages and vegetation issues to proper departments.
Reports gas or water leaks to proper departments for a quick resolution.
Makes payment arrangements after discussing customer past due account.
Assists customers with financial aid vouchers and routes to proper personnel for processing.
Assists customers by providing names and phone numbers of various financial aid agencies in the area.
Sells electrical poles, discusses with customer how to mark where they want them placed, and explains what their electrician must do and where to come to build the pole.
Issues work orders to establish or disconnect service.
Processes work orders to move or take down pole for services or security lights.
Accepts payments for bills, underground invoices, deposits, tap and sewer fees, selling a pole invoice, damage invoices, install a security light invoice, collection fees, gas aid-to-construction invoices, accessibility fees, NSF fees, as well as others.

Other Functions

Performs variety of clerical duties, including typing, filing, data entry by keyboard, etc.
Contacts co-workers by telephone, radio, or other means to assist in customer complaint investigation, meter readings, meter sets/disconnects, cable TV sets/disconnects, etc.
Assists co-workers within department and in other departments as requested or required.
Reports outages of every department; electric, gas, water, cable, internet, and sewer.
Reports security light outages to Engineering with details, sets and/or removes security lights, as needed.
Reports on vegetation issues; limbs on lines and trees growing into lines.
Serves as backup for the cashiers and/or after hours in the call center.
Research customers’ past payment records for determining deposit waiver or reduction, or to provide references to other utilities.
Performs other related duties as required/assigned.

QUALIFICATIONS

Education and Experience

Licenses or Certifications

None

Special Requirements

Possession of or ability to obtain a valid Driver’s License within 60 days of employment.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of utility operations and standards that pertain to customer service.
Knowledge of math to be able to add, subtract, multiply, and divide all units of measure.
Knowledge of Riviera’s operations, policies, organizational structure, and procedures.
Knowledge of and the ability to operate Microsoft Outlook, Word, and Excel.
Ability to operate personal computer to enter information and review customer accounts and use various software to complete work assignments.
Ability to work alone, or in a group, and to follow through on assignments.
Ability to communicate verbally or in writing and to clearly converse with customers and fellow employees.
Ability to listen and understand information from a variety of sources and individuals.
Ability to use personal judgment and specialized knowledge to give information to people.
Ability to write reports with proper format, punctuation, spelling and grammar, using all parts of speech.
Ability to speak with poise, voice control and confidence using correct English and well-modulated voice.
Ability to write legibly as needed to complete forms and document activities.
Ability to type and to make accurate and careful recording of information (emphasis on accuracy, not speed).
Ability to provide courteous and efficient telephone and personal service by answering questions without unnecessary delay and maintain professional demeanor.
Ability to operate small office equipment, including copy machines or multi-line telephone systems.
Ability to have regular and predictable attendance at work.

PHYSICAL DEMANDS

The work is light: exerting up to twenty pounds of force occasionally and/or up to ten pounds of force constantly to move objects. Additionally, the following required physical abilities:

Fingering: sufficient to pick, pinch, type, or otherwise work, primarily with fingers rather than with the whole hand as in handling.
Hearing: sufficient to perceive the nature of sounds at normal speaking levels with or without correction; ability to receive detailed information through oral communication, and to make the discrimination in sound.
Mental Acuity: sufficient to make rational decisions through sound logic and deductive processes.
Reaching: sufficient to extend hand(s) and arm(s) in any direction.
Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
Speaking: sufficient to express or exchange ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
Talking: sufficient to express or exchange ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
Visual Acuity: sufficient to have close visual acuity to perform an activity such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal, and/or extensive reading.
Walking: sufficient to move about on foot to accomplish tasks, particularly for long distances or move from one work site to another.

WORK ENVIRONMENT

The work environment is an office with moderate noise and temperature levels. The job may require occasional visits to non-temperature-controlled warehouses and outside areas.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were written out in this job description.

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CUSTOMER SERVICE REPRESENTATIVE I- DAPHNE