Utility Customer Service Representatives interview applicants for water, gas, electric, or telephone service and receive orders for the installation, turn-on, shut-off, or change of utility services.

JOB DUTIES

Utility Customer Service Representatives may:

Fill out contract forms and figure out the charges for service

Collect deposits and explain the rules on deposit refunds, rate and payment schedules, and credit and collection procedures

Keep address records up to date

Settle complaints on billing or service

Send complaints about service failures to departments that can check and correct faulty service

Call customers to find out when they will pay overdue bills

Give overdue bills to the collection department or to a collection agency

Service Representatives who work for gas, electric and water companies also analyze histories to determine normal or predictable use patterns.

They also discuss energy conservation measures or energy conservation analysis programs the company offers.

The tools, equipment, and materials used may include:

OCCUPATIONAL SPECIALTIES

239.362-014 CUSTOMER SERVICE REPRESENTATIVE interview applicants for water, gas, electric, or telephone service; receive orders for the installation, turn-on, shut-off, or change of utility services; and assist customers in resolving utility related problems.

239.362-014 TELEPHONE SERVICE REPRESENTATIVES act as a bridge between the customer and departments within the telephone company. Telephone utility services include installation of telephone service, changes of telephone locations, and investigation of charges questioned by the customer. In some cases, they may be assigned to handle either business accounts or residential accounts only.

In addition to learning about these specialties, you may also find it helpful to explore the following MOIScripts:

WORKING CONDITIONS AND REQUIREMENTS

Utility Customer Service Representatives may explain company policies to customers and assist poor customers in obtaining financial assistance to pay bills. They also help customers obtain requested services and suggest solutions to energy related problems.

Utility Customer Service Representatives generally work indoors under the direction of a customer service representative supervisor. Their office areas are usually well lighted, well ventilated, and comfortably furnished. They may work in a large area with many other Customer Service Representatives and be subjected to office machine noise and to the noise of others talking to customers.

Most Utility Customer Service Representatives work eight hours a day, five days a week. Some may work evening or night shifts. Overtime is not frequent, but may be required on occasion.

Utility Customer Service Representatives are usually required to join a union representing other employees, such as the Communications Workers of America, the International Brotherhood of Electrical Workers and the Utility Workers Union of America. Union members must pay periodic dues.

You Should Prefer:

• Activities involving business contact with people

• Activities of a routine, definite, organized nature

You Should Be Able To:

• Deal effectively with people beyond giving and receiving instructions

• Perform a variety of duties which may often change

• Remain tactful when handling complaints

• Calculate charges and keep accurate records

Math Problem You Should Be Able to Solve:

If electricity cost $.25 per kilowatt hour, how much would the bill be for a household that uses 250 kilowatt hours of electricity?

Reading Example You Should Be Able to Read and Comprehend:

A consumer is anyone who buys goods or services for personal use. At one time or another, everyone is a consumer.

Writing Example You Should Be Able to Produce:

You should be able to write a report explaining the service agreement to a customer.

Thinking Skill You Should Be Able to Demonstrate:

You should be able to look at a customer's needs and decide on the type of service agreement that would best suit them.

Utility Customer Service Representative applicants may be required to take an aptitude test to get the job. A few companies may require the ability to type and use business machines, which may include computer terminals.

[back to top]

EDUCATION AND PREPARATION OPPORTUNITIES

NOTE: On-The-Job Training provided by the employer or a High School Diploma or Equivalent or an Associate Degree (two years of study beyond High School) may qualify a person for this occupation.

The following education and preparation opportunities are helpful in preparing for occupations in the MOIScript:

***SCHOOL SUBJECTS***

0600 BUSINESS , 0700 CAREERS , 0900 COMMUNICATIONS , 1000 COMPUTERS , 2200 MATH , 3300 TECHNOLOGY

***VOCATIONAL EDUCATION PROGRAMS***

There are no Vocational Education Programs related to this MOIScript

***POSTSECONDARY PROGRAMS***

138 GENERAL OFFICE CLERK TRAINING

Programs in General Office Clerk Training are designed for the individuals who wish to learn the basic clerical skills needed for employment in the various office settings. The programs will prepare students to perform such duties as duplicating data, compiling records and reports, tabulating and posting data in record books, sorting and filing correspondence and records, handling mail, and operating office machines.

Courses vary from school to school but may include:

                 Search for a College and/or Instructional Program

***APPRENTICESHIP OPPORTUNITIES***

There are no Apprenticeships related to this MOIScript

***MILITARY TRAINING PROGRAMS***

There are no Military Programs related to this MOIScript

E-Learning Courses and Programs

[back to top]

OPPORTUNITIES FOR EXPERIENCE AND METHODS OF ENTRY

No experience is necessary for this job. However, experience in any kind of sales job or activity in which you deal directly with people may be helpful. Electric utilities have few summer jobs in which beginners can get experience and the chance to advance to a full-time job. Postsecondary programs in general office clerk training may offer work related experience.

                School-to-Work opportunities include:

informal apprenticeships

mentorships

job shadowing experiences

touring a local Utility Customer Service Representative employer

internships

volunteer work with a Utility Customer Service Representative employer

community service work with an agency

To get a job as a Utility Customer Service Representative, apply directly to an employer. Since some companies prefer workers who have already had experience with a utility company, you may have to start in another type of job. Assistance in locating a job may be available from local offices of Michigan Works!. In addition, you should access and search the Internet's on-line employment services sites such as:
Michigan Careers, Colleges, Jobs & Training

Michigan Talent Bank

America's Job Bank

Classifieds Employment

Yahoo! Careers

MONSTER.COM

                You should also enter an electronic resume on these on-line services.

[back to top]

EARNINGS AND ADVANCEMENT

Earnings of Utility Customer Service Representatives vary according to their experience, union membership, and the type and geographic location of the utility for which they work.

Nationally, order clerks, of which Utility Customer Service Representatives are a part, had weekly earnings ranging from $250 to over $750 in 1998. The median was about $451 per week. In late 1998 average earnings of all non supervisory employees of telephone companies were $722 per week, while those of other utility companies were $818 per week.

In Michigan , Utility Customer Service Representatives working for one large telephone company had the following weekly earnings in late 1999:

Earnings of electric and gas Utility Customer Service Representatives are generally higher both nationally and in Michigan .

Depending on the employer, Utility Customer Service Representatives may receive paid vacations and holidays; life, health, accident, and disability insurance; dental and vision plans; sick leave; and retirement plans. Those benefits are usually paid for, at least in part, by the employer.

Many Utility Customer Service Representatives start as trainee clerks right out of high school and advance after learning the company's policies and methods. A possible career ladder may be: trainee clerk, office clerk, Utility Customer Service Representative, supervisor. Most advance after gaining experience and demonstrating their ability to perform more responsible work.

[back to top]

EMPLOYMENT AND OUTLOOK

There were approximately 151,200 Utility Customer Service Representatives employed nationally in 1996. Employment of Service Representatives is expected to grow much faster than the average for all occupations through the year 2006. The industry distribution for Utility Customer Service Representatives looked like this:

Some openings will occur due to growth, but most openings will occur as workers retire, die, change jobs or occupations, or leave the work force.

Increased population, advanced technologies, and the demand for more and better services have increased the need for personnel to clearly and simply explain the services available. Service Representatives are also needed to explain automated equipment operations, such as computerized billing, direct dialing, or changes in equipment installed in homes.

The use of computer terminals and advanced telecommunications technology allow service representatives to perform more work. Growth in this occupation has mainly occurred because of increased telecommunications usage, deregulation, and increased competition among providers.

There are approximately 2,475 Utility Customer Service Representatives employed in Michigan . About 80.5% worked in urban areas.

The employment of Utility Customer Service Representatives in Michigan is expected to decline through the year 2005. An average of 50 annual openings is expected, with all due to the replacement of those who retire, die, or leave the labor force for other reasons.

The use of computerized equipment which has allowed Customer Service Representatives to become more efficient will probably continue to limit growth in this occupation. Additionally, some companies have centralized their operations, sometimes outside of Michigan , utilizing long-distance, toll-free telephone lines to maintain contact with their customers in Michigan .

MICHIGAN 'S EMPLOYMENT OUTLOOK TO 2005

SOURCES OF ADDITIONAL INFORMATION

Printed Occupational information is available upon written request from the sources below.

MOISCRIPTS are Copyright 2003, Michigan Department of Career Development