Customer Service Representative I
EmergencyMD, Fort Wayne, IN, United States
Overview
Are you a customer-focused professional who thrives in a fast-paced environment? Do you communicate clearly, solve problems efficiently, and take pride in helping others? If so, we're looking for you.
What You'll Do As a
Customer Support Representative I – Account Support Professional (ASP) , you will serve as a key point of contact between customers and City Utilities. In this entry-level role, you\'ll support customers across multiple service areas—handling inquiries, processing transactions, and ensuring a high level of service and accuracy in every interaction.
Key Responsibilities
Respond to inbound/outbound customer inquiries with professionalism, accuracy, and empathy
Assist with account management, including payments, service start/stop/transfer requests, and billing questions
Process payments, research discrepancies, and support customer assistance programs
Explain billing, payment options, and basic collections processes
Maintain accurate records in enterprise systems, including Customer Information System (CIS) documentation
Coordinate service requests, meter changes, and field investigations
Utilize tools such as GIS and utility dashboards to support customer needs
Support walk-in customers and kiosk interactions while applying de-escalation techniques as needed
Promote customer education, programs, and services while supporting satisfaction metrics
What You Bring
High school diploma or GED required
Customer service experience preferred (3+ years strongly preferred)
Experience with CRM, POS, or billing/account management systems preferred
Strong communication, problem-solving, and multitasking skills
Ability to manage high call volumes while maintaining quality and accuracy standards
What Sets You Apart
Empathetic and professional customer interaction skills
Strong attention to detail and organizational ability
Ability to navigate multiple systems and priorities simultaneously
Sound judgment and the ability to resolve issues independently
Work Expectations
Performance is measured through metrics such as call volume, quality assurance, customer satisfaction (CSAT), and efficiency
Regular use of multiple systems and detailed documentation required
Occasional extended hours, training, or local travel may be required
Why Join the City of Fort Wayne This role offers the opportunity to make a direct impact by helping customers navigate essential utility services. You\'ll gain valuable experience in a collaborative, service-driven environment while contributing to the daily operations that keep our community running.
Equal Opportunity Employer Equal Opportunity Employer
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What You'll Do As a
Customer Support Representative I – Account Support Professional (ASP) , you will serve as a key point of contact between customers and City Utilities. In this entry-level role, you\'ll support customers across multiple service areas—handling inquiries, processing transactions, and ensuring a high level of service and accuracy in every interaction.
Key Responsibilities
Respond to inbound/outbound customer inquiries with professionalism, accuracy, and empathy
Assist with account management, including payments, service start/stop/transfer requests, and billing questions
Process payments, research discrepancies, and support customer assistance programs
Explain billing, payment options, and basic collections processes
Maintain accurate records in enterprise systems, including Customer Information System (CIS) documentation
Coordinate service requests, meter changes, and field investigations
Utilize tools such as GIS and utility dashboards to support customer needs
Support walk-in customers and kiosk interactions while applying de-escalation techniques as needed
Promote customer education, programs, and services while supporting satisfaction metrics
What You Bring
High school diploma or GED required
Customer service experience preferred (3+ years strongly preferred)
Experience with CRM, POS, or billing/account management systems preferred
Strong communication, problem-solving, and multitasking skills
Ability to manage high call volumes while maintaining quality and accuracy standards
What Sets You Apart
Empathetic and professional customer interaction skills
Strong attention to detail and organizational ability
Ability to navigate multiple systems and priorities simultaneously
Sound judgment and the ability to resolve issues independently
Work Expectations
Performance is measured through metrics such as call volume, quality assurance, customer satisfaction (CSAT), and efficiency
Regular use of multiple systems and detailed documentation required
Occasional extended hours, training, or local travel may be required
Why Join the City of Fort Wayne This role offers the opportunity to make a direct impact by helping customers navigate essential utility services. You\'ll gain valuable experience in a collaborative, service-driven environment while contributing to the daily operations that keep our community running.
Equal Opportunity Employer Equal Opportunity Employer
#J-18808-Ljbffr