Job Details

Summary:

Performs work in accordance with the direction of the Customer Service Supervisor. Serving as lead for the customer service activities in the day-to-day operations. Engage in customer service activities such as processing service orders and providing quality and courteous service tocustomers. Furnishes general and detailed information to customers regarding water services, billing inquiries and account information. Receives and processes requests for service installations, connections, discontinuance or changes in service and issues appropriate work orders, discontinuance orders, and final bills using the database system. Completes contract forms, determines charges for services requested, prepares change of address records and ensures appropriate documentation is maintained. Adjusts and processes customer complaints; provides recommendations on resolutions of customer complaints on complex matters requiring timely resolutions. Computes rebates and adjustments on bills. This position requires the ability to effectively prioritize tasks and deliverables in a fast-paced environment; incumbent must possess keen attention to detail, strategic thinking and good judgement. Performs other duties as assigned to support the department and its mission.

Essential Duties and Responsibilities include, but are not limited to, the following:

• Provides minimal oversight and guidance to all call-in and appointments to the Customer Service Representatives.
• Interacts with customers primarily by phone and by appointments and receives orders for installation of new service, turn on, discontinuance or change in service and issue appropriate work orders, discontinuance orders, and/or final bills via database system maintenance.
• Fills out contract forms, determines charges for service requested, prepares change of address records and issues appropriate work orders.
• Adjusts and handles customer complaints concerning billing or service rendered, referring difficult complaints from customers to designated departments or supervisor for investigation.
• Processes builder/contractor applications for water, sewer and fire services.
• Computes rebates and/or adjustments on bills.
• Furnishes general information to customers regarding water services and billing inquiries.
• Performs a wide variety of administrative account-keeping and related tasks, to include Maximo, typing letters, reports and general correspondence.
• Maintains daily log of activities and customer contacts.
• Receives and responds to normal and/or escalated customer complaints and inquiries via telephone, in person and/or in writing. Explains division policies and procedures.
• Monitors and evaluates the quality, responsiveness, efficiency and effectiveness of the Customer Service Department for any Team Operational Training needs for continuous improvement. All three Specialist positions will work together for any recommendations of the departmental operational training needs.
• Maintains and oversees that all user tasks are completed on a daily basis.
• Oversees the Credit Refund Request Verification process for customers that have a credit balance on their closed accounts. All Specialist will serve as back-up.
• Evaluates minimum payment requirements based on departmental policies and procedures. Establishes delinquency arrangements or customer payment plans. Initiates appropriate work orders to terminate or restore service.
• Maintains CWW Customer Web Contacts to include correspondence and EFT/Autopay Report requests.
• Prepares, processes, and/or reconciles the monthly total reports from Customer Service.
• May serve in capacity of cashier in support of office operations.
• Proficient in English language written and verbal.
• Performs other related duties as required.

Required Knowledge, Skills and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. By-lingual Spanish preferred.

• Language Skills. Ability to develop plans and programs and to evaluate and prioritize work accomplishments; ability to present facts and recommendations effectively in oral and written form.
• Mathematical Skills. Ability to calculate figures and amounts such as proportions, percentages, area, circumference and volume.
• Reasoning Ability. Ability to analyze, interpret and report research findings. Ability to establish and maintain effective working relationships with employees, official's division and department managers and the public; tact and courtesy, good judgment, thoroughness and dependability. Ability to maintain confidentiality.

Acceptable Experience and Training

High school diploma or GED required, possession of an Associate's Degree or higher in business administration or related field preferred. Three years of progressively responsible experience in customer service performing administrative and analytical duties required; One-year supervisory experience responsible for one or more positions in a customer service and/or team environment required. Previous Call Center experience required. Working experience and knowledge of database systems, Microsoft Word, Excel, PowerPoint, Customer Information System or related software systems required. Must possess analytical and organizational skills and experience in the development and management of routine projects; possess strong interpersonal and communication skills both oral and written to present ideas and information in a clear, concise, professional and courteous manner required. The ability to obtain Certification in Customer Service within one year of service preferred. Good knowledge of general office operations and procedures and must be able to operate general office equipment such as a copy machine, fax machine, 16-key calculator required.

Supervisory Responsibilities:

In the absence of Customer Service Supervisor, may supervise and coordinate the activities of customer service representatives as a Lead.

Additional Requirements

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Must possess a valid drivers' license.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand, walk, sit; use hands to finger, handle, or feel objects, tools or equipment; reach with hands and arms; climb stairs, balance, stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 5 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee regularly works in an office environment. The noise level in the work environment is usually moderate.

JOB ANNOUNCEMENT: 26-00

PAY GRADE: 10