What are the responsibilities and job description for the Customer Service Representative position at Connecticut Water?
Customer Service Representative
Position Summary
The Customer Service Representative, reporting directly to the Customer Service Manager will be the first point of contact for customers with anything related to new or established services while applying knowledge and professionalism of TWC policies concerning customer service.
Specific Responsibilities
Addresses inquiries for existing new services, billing, water operations, or service as well as complaints via telephone, email, customer portal to determine when a work order is needed.
Assess customer issues and / or, when necessary, consult someone of higher authority for resolution; take thorough notes from trouble calls and emergencies to determine if TWC is responsible for repairs or if the customer must make repairs according to Company policy
Receives Service Application and Agreement form and appropriate fees from new customers; explains rates, fees, and general billing practices.
Generates field work orders to initiate service; and to communicate with customer service field team regarding services needed
Transmits Service Application and Agreement as well as Account Status Change form and published rates and fees information, etc. to applicants via website, or email in response to phone requests
Process and perform courtesy leak adjustment reviews
Maintains training records and SOP's.
Receive all forms of payment due for existing new service
Enter cash receipts and account information into company CIS system
Daily cash reconciliation
Performs other such related duties as assigned
Required Knowledge Skills & Abilities
Proficient in general office equipment i.e., computer, ten-key calculator, phone, scanner, fax and copy machines
Ability to perform mathematical computations accurately and quickly
Excellent oral, verbal, written and interpersonal communication skills and professionalism
Ability to work under pressure and / or with frequent interruptions
Must be extremely well versed in Company' s tariff and possess the ability to clearly explain these details to new customers Ability to effectively document customer information or contact into the notes section of Customer database
Required Education and Experience
Graduation from high school or GED equivalent or higher
Minimum 1 years' experience related to the above duties in Customer Service
Valid Texas driver's license
