Job Description

Position Overview

The Walk-In Representative at the Delta Utilities Payment Center serves as a customer service representative for our Delta Utilities natural gas customers visiting the center.

This position is responsible for processing payments, handling customer inquiries, resolving account concerns, educating customers on services and programs, and delivering best in class customer service. The Walk-In Customer Service Representative ensures accurate transaction processing while maintaining compliance with company policies, procedures, and regulatory requirements.

Key Responsibilities

• Greet and assist customers in a professional, courteous, and respectful manner.
• Process payments adhering to established cash handling and audit procedures.
• Accurately balance daily cash drawer and reconcile all transactions.
• Educate customers with self-service tools, payment assistance options, billing inquiries and energy assistance programs.
• Process service requests for new service, stop service and reconnects according to company policies.
• Resolve customer concerns or escalate issues to the appropriate department when necessary.
• Assist with special projects and operational initiatives as assigned.
• Protect customer information and maintain confidentiality.
• Ensure the Walk-In center remains organized, secure, and customer ready.
• Follow safety and security protocols for cash handling and customer interactions.
• Participate in required training and development activities.
• Flexibility and availability to work at either of the two walk-in centers as needed as well as the call center, depending on staffing requirements and operational needs.

Qualifications

• Strong written and verbal communication skills to deliver quality interactions.
• Effective active listening to resolve the customer’s issue on the first visit.
• Emotional intelligence and empathy skills needed to deliver a positive customer experience.
• Effective problem-solving and conflict resolution skills.
• Negotiation Skills to bring accounts back into good standing in a timely manner.
• Able to work effectively as part of a team, collaborate with colleagues, and support a positive work environment.
• Ability to maintain confidentiality and exercise sound judgment.

Experience

• Requires one (1) year of customer service, retail, billing or collections experience.
• Requires a high school education or GED

Minimum knowledge, skills and abilities of the position

• Positive Mental Attitude 
• Excellent communication and interpersonal skills. 
• Strong problem-solving abilities. 
• Proficiency in de-escalation techniques. 
• Ability to remain calm and professional in stressful situations. 
• Proficiency in customer service software and databases. 
• Knowledge of utility industry 

Any certificates, licenses, etc. required for the position

• None

Physical Requirements

• Able to operate a personal computer, either desktop or laptop.
• Able to sit for extended periods of time.
• Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.
• Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects.

Working Conditions

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

• Perform other job-related duties as assigned, within your scope of responsibilities.
• Job duties are performed in a normal and clean office environment with normal noise levels.
• Work is predominately done while standing or sitting.
• The ability to comprehend, document, calculate, visualize and analyze are required.
• Able to work regular hours, with occasional overtime.

About Delta Utilities

Delta Utilities is a natural gas utility headquartered in New Orleans that provides safe, reliable natural gas services across Louisiana and Mississippi. We understand the value of dependable energy and our important role in building stronger, more resilient communities. Delta Utilities is a $1.7 billion organization that represents 600,000 customers and is among the top 40 natural gas utilities in the United States. 

Delta Utilities acquired CenterPoint Energy's natural gas utility operations in Louisiana and Mississippi in April 2025 and acquired Entergy's natural gas utilities in Baton Rouge and New Orleans in July 2025. 

Delta Utilities is regulated by the Louisiana Public Service Commission, the Mississippi Public Service Commission, and the New Orleans City Council. We work closely with our regulatory agencies to deliver safe and reliable natural gas service and maintain fair rates for our customers.

Learn more at .

Delta Utilities and associated entities are equal-opportunity employers. We do not discriminate against employees or applicants for employment on any legally recognized basis or any protected class under federal, state, or local law.

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