Customer Service Rep I - Contact Center

Description
Under close supervision of the Supervisor, Customer Contact, the Customer Service Representative will respond professionally to customer inquiries and requests for service.

Responsibilities:

• Individuals in the Customer Service Representative I - Contact position will function in the Customer Contact role. This role requires the following basic responsibilities.

• Inbound contact center, Customer Service Representatives handle 50 calls a day on average and answer customer questions concerning services, billing, payment, lien law requirements, water quality, water pressure, plumbing and other water related concerns.

• Research customer's information, assesses and fulfills customer needs, educates the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.

• Uses all available contacts and historical records in SAP to analyze and resolve the customer's situation.

• Examines all relevant information in order to assess validity of complaints and determine possible causes.

• Opens new accounts, closes, and modifies customer accounts.

• Opens, cancels and modifies service orders.

• Keeps records of customer interactions, recording details of inquiries, complaints and comments, as well as action taken.

• Promotes company's website and Electronic Bill Presentment and Payment (EBPP) options to customers to improve adoption rate.

• Schedules and dispatches service order requests to field representative and provide customer with detailed information on what to expect.

• Coordinates customers' requests with Radio Dispatcher and schedule field work appointments. Performs billing adjustments to correct late charges assessed in error.

• Sends notification to appropriate department to correct billing, refund and water quality issues.

• Sends standardized written responses to customer inquiries or to notify them of investigation results and any planned adjustments.

• Maintains a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.

• Performs other duties as assigned or required.

• Employees in this job classification may be required to work overtime as needed.

• Graduation from high school and a minimum of 1-3 years related experience in a call/contact center environment, or any equivalent combination of education, experience and knowledge.

• Ability to handle complaints and unpleasant customers.

• Passion for excellence with respect to understanding and caring for customers.

• Ability to effectively plan, organizes, and communicates orally.

• Ability to communicate clearly and professionally, both verbally and in writing.

• Ability to perform accurate basic mathematical computations.

• Ability to establish and maintain productive working relationships.

Proficiency with a personal computer and ability to quickly learn software applications.

Supplemental Information

• Ability to respond to emergencies and work overtime when necessary.
• Must pass a controlled substance (drug) test for employment.
• Over two years of recent experience in a high-volume call center environment (60-80 calls per day) within a comparable industry, demonstrating strong customer service skills.