Representative - Customer Relations Center (CMP 19441) Augusta ME - Central Maine Power (CMP) - Augusta, ME

Scope of Work – Main duties, settings, geography, reporting relationships, other relationships:

Handles all phases of customer inquiries received by telephone or by correspondence (written or electronic);

processes applications for service and extension of facilities. Responds to customer inquiries and complaints (i.e.

bill payment, usage inquiries, account updates, service, credit and collections) in a customer focused manner.

Responds to maintenance concerns and emergencies during storm restoration.

MAJOR ROLES AND RESPONSIBILITIES (Scope of work – range of responsibilities):

1. Resolves customer problems and complaints utilizing established procedures and policies, which include

regulatory guidelines (customer may include: attorney, collection vendors, and/or insurance companies). Records

on line entries of customer transactions into set operating systems.

2. Provides account information to customers and explains bill service policies and customer rights. Able to work

effectively with all areas of the Company to obtain pertinent information to serve customer.

3. Conducts credit and collection work as necessary, including deposits, final/charge off collection, Sundry and

Legal.

4. Receives and logs customer inquiries, complaints, and requests for adjustments on residential and small

business or industrial accounts.

5. Initiates service orders, WMS orders and performs associated action, as requested.

Requirements

JOB REQUIREMENTS:

Education & Experience Required:

• High School Diploma/GED equivalent.

• Associate’s Degree, BA/BS in related field of study is preferred.

• A minimum of 1 year of customer service related experience.

• Must be pre-qualified for this position. Applicants may take pre-qualification test at the time of posting.

Skills/Abilities:

• Good communication skills, both oral and written, Strong customer service orientation.

• Able to coordinate multiple tasks for multiple customers in a fast-paced environment.

• Strong problem-solving skills.

• Able to work flexible schedule, as well as be available during storm/emergency situations.

• Works well within a team.

• MS Office skills.

• CSSGUI, WMS, Sundry Billing (where applicable).

• Knowledge of billing, collections and filed tariffs is a plus.

• Knowledge of MPUC Chapter 815, understanding of legal process/credit reporting requirements bankruptcy codes

and rules (where applicable).

This opportunity will offer

Iberdrola USA is an Equal Opportunity / Affirmative Action employer. Iberdrola USA shall abide by the requirements

of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified

individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination

against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.

Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to

employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation,

gender identity, or national origin, protected veteran status or any other status protected by federal, state, or local

law. The Company is committed to a policy in all of its employment practices of equal opportunity without regard to

race, color, religion, sex, sexual orientation, gender identity, or national origin, disability, religion, marital status,

veteran status, sexual orientation, or other protected status.

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to

apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at

877-387-9061 or careers@iberdrolausa.com