• Processes new service application of different rate schedule;
• Determines the causes of service related problems and provides the best solution to resolve/address the problem;
• Coordinates with concerned departments and contractors in inquiring info to meet customer’s concerns;
• Checks, maintains and protects customer record through proper filing and storage;
• Receives customer concern and complaints through phone, radio, walk-in customers, e-mail, field inspection, or through other department;
• Answers phone calls and responds to customer requests;
• Transfers customer calls to appropriate staff;
• Follow-ups customer’s concerns to concerned departments;
• Follow-ups and updates customers on the status of their application and concerns;
• Keeps records of customer interactions and transactions, records details of comments and complaints as well as actions taken;
• Encodes and forwards customer’s concerns to authorized personnel that will further assist their concern;
• Checks customer’s data, generates Job Order and Inspection Order, and feedbacks JO and IO using Enterprise Customer Management System (ECMS); and
• Monitors JOs of reconnection generated for the day and creates report of contractor’s accomplishment in coordination with CD and SOD.