Customer Services Assistant

About the position

The Customer Services Assistant at Cedar Falls Utilities plays a vital role in delivering exceptional customer service to both residential and business clients. This full-time position involves processing customer requests, managing billing inquiries, and promoting utility services while adhering to the company's core values of customer focus, ethical behavior, and teamwork. The role operates under the supervision of the Customer Service Supervisor and is integral to maintaining the company's reputation as a trusted utility provider.

Responsibilities

• Processes customer requests for establishing, canceling, and transferring utility services.
• Answers customer questions related to billing, scheduling, and ordering utility services.
• Promotes CFU products and services as appropriate.
• Supports communications sales by replying to online service requests and entering customer data into the billing system.
• Assists customers with payments in the office and through online bill pay.
• Accepts and processes customer payments, balancing cash drawer and preparing cash reports daily.
• Completes credit references by reviewing bill accounts and payment history.
• Maintains customer bill accounts and ensures accuracy, including monitoring the auto-pay program.
• Sets up and monitors seasonal accounts and coordinates information with other departments.
• Processes meter slips and updates refuse changes as provided by the City.
• Answers multi-line phone system and transfers calls or takes messages accordingly.
• Maintains a positive work atmosphere by promoting positive relations with customers and co-workers.

Requirements

• High School Diploma or equivalent GED.
• Two years of previous customer service experience, preferably with multi-line phone systems and cashiering.

Nice-to-haves

• Prior experience in bookkeeping or balancing cash drawers.
• Knowledge of Cedar Falls Utilities products and billing practices.
• Familiarity with Iowa Utility Board Regulations and state and federal regulations.

Benefits

• Full-time benefits package including IPERS retirement benefits.
• Health, dental, vision, and life insurance.
• Paid vacation, holidays, sick days, bereavement leave, and flexible days.
• EAP services free to employees and immediate family members.
• Educational assistance and professional development opportunities.
• Employee wellness program and onsite fitness center.
• Employee recognition program for service anniversaries.
• Public Service Loan Forgiveness (PSLF) employer.