Stephanie Malone

Customer Service Representative

Cumberland Utility District

Harriman, TN

01.2006 - Current

Answer inbound calls and emails to facilitate customer service.
Process in person and mail payments.
Post penalties to overdue accounts.
Evaluate accounts for payment extensions.
Create disconnection list for past due customers.
Record leak and flush records in Microsoft database.
Inform customers about billing procedures, process multiple forms of payments, and provide payment option setup assistance.
Identify areas of improvement in customer service processes and suggest changes accordingly.
Perform administrative tasks such as scanning and filing paperwork, updating databases and generating reports.
Update database with customer details, preferences, and billing information.
Navigate multiple software applications while assisting customers.
Assist in development of automated reporting system to improve data accuracy.
Maintain accurate records of customer interactions and transactions.
Prepare detailed reports for management review.
Identify customer needs and respond promptly to customer inquiries and complaints providing excellent customer service.
Utilize document management systems to organize company files, keeping up-to-date and easily accessible data.
Coordinate mailings including sorting mail, preparing packages for shipping via courier service or postal service.
Compose letters, memos, reports, emails and other written correspondence as required by management staff.
Manage database systems containing customer contact information.
Manage daily office operations and administrative tasks efficiently.
Organize files, develop spreadsheets, fax reports and scan documents, maintaining front desk and reception area in neat and organized fashion.
Communicate with leak insurance to supply customer account information for active claims.
Calculate and create adjustment vouchers when necessary.
Apply and post adjustment vouchers to customer accounts.
Create invoices for tampering, line extensions, ect.
Train/instruct new office staff for procedures and policies.
Maintain accurate information and manage customer payment portal on company website.
Create and process service orders for customer accounts.
Track inventory used from service orders.
Generate and process billing statements.
Stuff envelopes using an envelope stuffing machine.
Calculate postage for bill and other mailings.
Manage daily deposits of cash and checks received to be processed by the bank.
Calculate employee time for payroll.
Payroll time entry and prepare checks for employees.
Calculate and report to state employee withholdings.
Monitor aging receivables.
Monitor closed accounts for refunds due to customers.
Evaluate closed accounts for bad debt management, including processing, transferring, writing off and reporting to collection agency.
Research and correct errors related to misapplied payments or credits.
Process customer checks returned by the bank and invoice customer accordingly.
Report any payments received for bad debt accounts to the proper agencies.
Prepare sales tax letters and maintain accounts for tax-exempt status.
Audit and post inventory monthly. Count and adjust inventory yearly.
Import and post web payments.
Create file to send to bank for auto-draft payments.
Create file, load and download accounts for meter reading.
Adjust reading errors and billing statements for misreads.

Summary

Overview

Work History

Customer Service Representative

Education

Associate of Applied Science - Business Management

Skills

Timeline

Customer Service Representative

Associate of Applied Science - Business Management

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