Customer Service Specialist (8B.25)

At Bear Valley Electric, we work hard to provide our customers, with superior customer service, and safe, reliable, and quality power. We do it each and every day, safely and with confidence.Bear Valley Electric Service has served the Big Bear Valley since 1929.Today, we provide electric power to approximately 24,750 customers.We serve a resort community with a mix of full-time and part-time residents.These 23,250 residents represent more than 93 percent of our customers. We also serve approximately 1,500 commercial, industrial and public authority customers, including the Bear Mountain and Snow Summit ski resorts.Bear Valley Electric Service has implemented a comprehensive wildfire mitigation program, inserted cutting edge technology into all aspects of its business and operations and is aggressively pursuing a greener energy supply portfolio and a sweeping electrification strategy.

THIS POSITION REQUIRES RESIDENCY IN OUR SERVICE AREA

POSITION DEFINITION:
The Customer Service Specialist plays a key role in supporting and coaching customer service representatives to ensure the delivery of high-quality service that meets customer expectations. This position is directly responsible for resolving complex billing issues and handling customer escalations with professionalism and efficiency.

n addition, the Customer Service Specialist ensures that BVES, Inc. customer service procedures remain accurate and effective, while also identifying and recommending opportunities for process improvements. A critical aspect of this role includes providing administrative support for the Company's CC&B billing system, requiring strong attention to detail, effective time management, and the ability to work independently with minimal supervision.

ACCOUNTABILITY:
The Customer Service Specialist is accountable for ensuring timely intervention in all customer service procedures and policies. Key responsibilities include investigating and resolving escalated or complex customer concerns, while collaborating effectively with both internal and external resources.

The Specialist is expected to embrace new technologies, drive continuous process improvements, and lead the implementation of changes within the team to achieve established goals and deadlines.

In this role, the Specialist works closely with BVES, Inc. departmental staff and other General Office teams to ensure timely and accurate communication. The position requires strong accountability, the ability to respond to inquiries, compile supporting data, and deliver immediate solutions to customer and billing-related issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
* Serves as an expert in all aspects of customer service, including billing, payments, credit arrangements, adjustments, collections, service requests, customer call backs, rate schedule changes, meter information, and field activities
* Resolves customer escalations and troubleshoot complex customer requests and billing issues
* Provides support for the Company's Oracle CC&B billing system to ensure accuracy and integrity of billing and customer service activities
* Tracks and resolve CPUC informal complaints
* Assists with audit and reporting functions, as required
* Delivers core and ongoing training for Customer Service Representatives, ensuring the team is cross-trained across all functions
* Reviews, monitors, and provides feedback on call quality for Customer Service Representatives
* Processes deposits and verify accuracy of customer payments posted by CSRs
* Performs billing functions such as net metering, handbills (A4, A5, TE and DGS), mobile homes, cancel/rebills, cash, and reporting processes
* Oversees CARE program applications, including qualifications, re-qualifications, and random selection
* Supports the daily activities of Customer Service Representatives, including billing, service applications, dispatch, and other customer interactions
* Manage team operations in the absence of the Customer Service Supervisor
* Assists with alternative payment methods, including Automated Clearing House (ACH), Electronic Funds Transfer (EFT), CheckFree, and KUBRA
* Partners with other departments to ensure accurate communication and efficient resolution of customer issues
* Performs other duties as assigned

Competencies and Skills:
* Strong communication, interpersonal abilities and emotional intelligence are needed for managing escalated customer situations
* Demonstrated service leadership skills and accomplishments in encouraging others such as frontline employees to complete tasks
* Energetic and self-motivated team player with ability to work effectively and cooperatively with team members
* Outstanding customer service skills
* Ability to plan and prioritize work
* Excellent 'people skills' for building relationships with colleagues at all levels
* Strong organizational and decision-making skills
* Accuracy with record keeping and strong ability to organize

EDUCATION AND EXPERIENCE
* High School diploma or equivalent
* Three (3) years of electric utility customer service experience with one (1) year as a CSR II preferred or five (5) years customer service experience with lead representative utility experience preferred
* Experience with Oracle's Customer Care and Billing software is highly desirable
* Proficient in troubleshooting complex billing issues in Customer Information Systems
* Familiar with CPUC rules and regulations as they pertain to customer service
* Ability to calculate a bill based on rates (intermediate math skills)
* Excellent written and verbal communication and interpersonal skills
* Proficient in MS Office (Word, Excel, PowerPoint)
* Utility experience preferred

May include but not limited to standing, climbing, walking, lifting, bending, pulling and/or pushing, grasping, reaching, stooping and crouching, sitting, typing, walking, reading, writing, color determination, speaking and listening for extended periods of time.

Must be able to work a flexible schedule, as needed, that includes evenings/weekend storm coverage and early shifts (7:30 AM start time)

Qualities of a Successful Customer Service Specialist
* Trustworthy; strong personal integrity
* Ability to motivate people
* High level accountability and ownership
* Demonstrated impact and influencing skills
* Strong written and verbal communication skills
* Collaborative/Team oriented
* Emotional maturity
* Exhibits professionalism with internal and external contacts
* Organized with strong attention to detail and time management skills
* High degree of initiative; self-starter
* A responsible attitude with calmness under pressure

BENEFITS

Our Company supports our employees with rich benefit programs and resources to help them thrive today and prepare for tomorrow. Benefit options include medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents. We also offer paid vacation and sick time and twelve Company paid holidays per year. To help our employees plan for the future, we offer both a 401(k) retirement plan as well as a Defined Contribution Profit Sharing retirement plan. Additional benefits include life, AD&D, and LTD insurance as well as health savings account and flexible spending plans.

COMPENSATION INFORMATION

The compensation range provided is in compliance with state specific laws. Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors.

The responsibilities of this position will involve access to information that may be considered confidential, private and sensitive. Therefore, the individual filling this position will be required to both allow and pass a background check.

NOTE: Reasonable accommodations will be made to enable individuals with special needs to perform the essential functions.