Under the supervision of the Customer Service Supervisor, acts as a customer liaison providing exemplary customer service when addressing all customer inquiries and resolving problems with emphasis on positive public/customer relations for Traverse City Light & Power, which includes Traverse City Light & Power Fiber, (Utility). Serves as primary contact for citizen inquiries by email, telephone, and in person. Performs work of moderate difficulty related to sharing information/answering questions, recording and processing billing, cash handling, financial and routine accounting, support services, record maintenance and explaining and selling TCL&P services.

Hourly rate is $21.75 - $28.25, dependent on education and experience, with a competitive benefits package that includes health, 100% employer paid dental and vision insurance, a 10% employer contribution to a 457 deferred compensation plan and a defined benefit pension plan.

Supervised By:       Customer Service Supervisor Supervises:             None *Status:                   * Administrative, Confidential and Technical (ACT)                                 Non-Exempt

Essential Job Functions: An employee in this position may be called upon to do any or all of the following essential functions.  These examples do not include all of the duties which the employee may be expected to perform.  To perform this job successfully, an individual must be able to perform each essential function satisfactorily.

Assist customers/citizens via telephone, email, and in-person in answering inquiries, assisting with electric and fiber utility activation/terminations, explaining service offerings, details regarding billings for all TCL&P utilities, and resolving customer issues.

Set up services at new locations and associate them with a customer to determine a reading sequence number.

Manage customer complaints, provide appropriate solutions and follow up to ensure resolution.

Perform a variety of clerical accounting duties including preparing and updating spreadsheets, processing payments, receipts and posting transactions. Balance payment batches and prepare and balance daily payment sheets.

Perform accurate work associated with daily/monthly reconciling of receipts and preparation of supportive documentation on a daily/monthly basis in reconciling receipts from subsidiary programs to the general ledger. Prepare daily bank deposits and coordinate the electronic submission of customer checks.

Coordinate daily utility work orders with other departments to ensure accurate/timely completion of work performed.

Assist with various program offerings; to include program enrollments, removals and payment verifications. This includes but is not limited to VGP and On-Bill Financing.

Assist with the disbursement and receipt of equipment.

Assist with troubleshooting minor issues related to fiber, as needed.

Assist with clerical duties such as printing, sending computer-generated notices, creating mail merge files for letters as required by ordinance, and assisting with mailings as the need arises. Serve as a back-up for Customer Support Specialist.

Gather, assemble, tabulate, proof, extend, balance, summarize, and post fiscal and related data; make involved mathematical computations (including calculating interest and manually calculating customer billings).

Use a variety of office machines including, but not limited to a computer, copy machine, check imaging machine, scanner, and calculator.

Utilize various computer applications and software packages; enter and maintain data; generate reports from a database or network system; create documents using word processing or spreadsheet software.

Establish and maintain effective relationships and use g