Jessica Luke

I am the front facing staff member and provide end to end customer engagement from initiating bookings and accounts through to payment collection.

This includes:

• Booking work in via phone, emails or in person
• Greeting customers on arrival
• Setting up customer accounts, raising purchase orders and ordering parts and receiving goods
• Invoicing customers
• Contacting customers to discuss any additional issues with their vehicle and anticipated costs
• Taking payments (cash/EFTPOS) or issuing accounts
• Bank reconciliation
• Stock take and ordering of stock
• Maintain register of all insurances and other business documents to always ensure they are current
• Office administration tasks
• Payroll and employee entitlements

As a Credit Management Officer, I was one of the first points of contact for customers who were experiencing financial hardship. I was responsible for developing payment plans, applying for hardship grants from welfare organizations and debt collection. I did this with empathy and care whilst applying the corporate policies and procedures and ensuring the best outcome for both parties.

• Provided courteous and efficient service to customers via phone and email enquiries regarding payment of their accounts 
• Collaborated with teams to ensure seamless customer experiences and satisfaction when addressing issues and escalating complex cases as needed
• Ensured the customer had a full understanding of all customer contracts, metering processes and billing
• Conducted regular reviews of credit policies and procedures to ensure compliance with regulatory requirements
• Conducted regular credit reviews and monitored customer payment histories to identify potential credit risks

This period of time was the same position that I am currently in, within the family business.

I began my career at Power Water Corporation as a Call Centre Operator, I was one of the first points of contact for customers who were requiring electricity, water or sewerage information or connections/disconnections of services. I began within the corporation in a short term temporary position and I proudly worked my way to a Permanent Full Time position within the corporation.

My positions included:

Call Centre Operator:

• Signing up customers, actioning disconnection requests and updating customer information
• Taking customer payments
• Taking fault calls with the ability to identify and resolve issues related to water or electricity meter functionality
• Managed high volumes of incoming calls and emails, consistently meeting or exceeding customer service metrics
• Responding to customer emails with detailed understanding of the business so I could either answer a wide variety of customer queries or be able to direct customers to the appropriate person within the business if I was not able to assist.

Front Counter Customer Service:

• Signing up customers, actioning disconnection requests and updating customer information
• Taking customer payments either in cash or EFTPOS
• Responsible for my till and ensure it reconciled at end of shift
• Maintained cleanliness and organization of the front counter area, ensuring a welcoming and professional environment for customers
• Prepared daily banking
• Processed customer applications for Solar
• Processed customer applications for new electricity and/or water meter installations
• Created new installation accounts within the corporations business system for new meter connections for electricity and water
• Processed applications for new portable water meters and taking reads for billing business clients
• Received electricity token stock requests from stores across the NT, processed paperwork and packaged tokens for postage

IT Help Desk:

• Managed incoming calls to the ICT service center and either directly assisted or directed them to the appropriate person
• Completed job tasks relating to issues or requests for additional software
• Assisted staff to address issues relating to either their phones or computers
• Created accounts for new staff members for the IT system, gained management approval and actioned staff requests for new equipment ie phones, computers, laptops, docking stations and screens
• Maintained accurate records of client interactions for future reference and analysis
• Provided my voice for the Help Desk phone system recordings

Billing Officer:

• Received meter readings from within the business and processed the reading to customer accounts
• Analyzed meter reads to ensure they met the internal quality control requirements and initiate investigations where required
• Ensured data entry accurate and correct any historical inaccuracies I identified
• Assisted the Call Centre during peak periods, outages or staff shortage