Job Information
Chelan County PUD Fiber Customer Service Rep - Limited Assignment in Wenatchee, Washington
APPLICATION MATERIALS
Applicants are required to submit a combined cover letter and resume in one document. Your cover letter must summarize:
- Your experience providing customer service.
- Your experience coordinating work delivery and generating invoices.
- Your experience developing and/or improving business processes. your interest, education and experience relative to this role.
Incomplete materials will not be considered.
To expedite the application process, combine your cover letter and resume into one PDF document before applying and upload electronically when requested in the online application process.
This position is OPEN UNTIL FILLED and applicants are encouraged to apply immediately. The first review date for application materials is scheduled for September 18.
Interested parties are also invited to contact Human Resources at joblist@chelanpud.org to discuss the position.
CONTRACT RATE
$31.81 - per hour
JOB POSTING
Join our team at Chelan County Public Utility District. As one of the largest hydroelectric generating utilities in the Northwest, our mission at Chelan PUD is to improve the quality of life for the thousands of people who call our pristine desert and mountain community home.
Overview The Fiber Customer Service Representative is the primary liaison between the District's operational fiber staff and fiber service providers. This includes providing substantial assistance in the coordination of efforts and initiating actions to resolve problems and facilitate procedures for the Fiber & Telecommunications departments. Responds to calls and escalates issues including construction related questions, rates, programs, policies, and procedures. Provides initial support to staff and Service Providers for customer management software systems. Performs monthly billing functions. Assists with administrative duties, as requested. Must practice considerable judgment, confidentiality, flexibility, work prioritization and diplomacy in supporting staff.
Responsibilities
Coordinate fiber service requests, line extensions and service installations following established procedures and using established priorities. Assist in resolving scheduling conflicts. Communicates fiber install schedules to service providers. Facilitate the resolution of service requests. Monitor and communicate service request status. Complete ONT installations in fiber solution and work orders within Maximo.
Provide front line customer service to Service Providers by responding to and emails: provide response to routine inquiries and/or route/elevate calls and other forms of inquiry to appropriate party.
Establish and maintain productive working relationships with Service Providers. Communicates fiber rates, policies and service options to Service Providers. Research, provide and follow-up on monthly pending held open orders list to Service Providers for review and resolution.
Develop and coordinate fiber internal and external monthly billing activities with other departments. Act as the first point of contact for billing issues and resolution. Track and monitor payments, arrange payment plans, disconnect notices and reports invoicing status to management.
Support the preparation, execution, and administration of service contracts. Tracks and monitors contract compliance and taxability. Act as the first point of contact for service provider contract questions and assistance.
Assist Fiber Outreach Specialist with the delivery of service provider and customer outreach, education, and marketing programs.
Maintain regular and predictable attendance: Perform