Customer Service Representative

Customer Service Representative

Reports To: Manager of Customer Service and Billing

Hours:

• 7:30am to 4:00pm, Monday to Friday, on-site at the ALP Operations Center
• Full-time (40 hours / week), non-exempt, non-union position

Compensation: $25.71 – $32.14 per hour

Benefits:

• Health, Dental and Vision Insurance
• Long-Term Disability, Basic Life and AD&D
• Health Saving Account
• Public Employees Retirement Association (PERA) and Deferred Compensation
• Paid vacation, sick leave (ESST) and holidays

Role Overview:

At ALP Utilities, customer service is about more than answering the phones, it’s about helping our neighbors feel supported, informed and taken care of. As a Customer Service Representative, you’ll be one of the first people our customers connect with, playing a key role in delivering the reliable personal service ALP is known for.

This role is a great fit for someone who enjoys working with people, values accuracy and organization, and takes pride in being part of a team that serves the Alexandria community every day.

Duties and Responsibilities:

• Serve as the first point of contact for customers in person, by phone and through email

• Set up new customers accounts, including collecting deposits, completing applications, verifying identification, and scanning documentation to accounts

• Create and process general service orders and coordinate distribution to operations crews
• Accurately receive and record customer payments through in-person transactions and batch check scanning
• Complete daily account reconciliation by verifying payment records, balancing the cash drawer, and ensuring deposits and CIS entries match
• Assist customers with billing questions, account details and general service inquiries
• Work with customers who are past due to establish payment arrangements and explain available options  
• Documents all customer interactions clearly and accurately in the CIS system
• Support in the processing of NSF and account closed payment returns
• Open, sort and distribute incoming mail and investigate returned mail as needed
• Assist with penalties, delinquent accounts, and collections processes
• Process automated bank drafts for customers enrolled in recurring payments and assist with updating banking information and required documentation in the CIS system
• Perform other duties as assigned

Minimum Requirement:

• Associate’s degree in business or a related field
• Two or more years of customer service, office or accounting experience
• Strong verbal and written communication skills
• Ability to provide professional, courteous service in a fast-paced environment
• Computer proficiency, including data entry and use of complex software
• Ability to handle cash accurately and follow established financial procedures
• Strong organizational skills with the ability to verify, balance, and reconcile account activity
• Ability to learn and follow utility policies, procedures and service processes

Desired Qualifications:

• Experience in a utility, municipal, or billing‑related customer service role
• Knowledge of service orders, metering, or utility account management
• Experience with collections or delinquent account processes
• Demonstrated ability to provide professional, customer‑focused service and clear communication
• Strong attention to detail with a high degree of accuracy in documentation and data entry
• Proven ability to work collaboratively and efficiently in a fast‑paced office setting
• Ability to quickly learn and navigate new technology platforms, database systems, and software

Equal Employment Opportunity:

ALP Utilities does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service or other non-merit factor.

Application Deadline: Monday, January 26, 2026

To Apply:  Send cover letter and resume to Kirsten Berger at [email protected]