What are the responsibilities and job description for the CUSTOMER SERVICE REPRESENTATIVE I - CUSTOMER CONTACT position at Fairfax Water?
Salary : $48,463.00 - $54,545.00 Annually
Location : Fairfax, VA
Job Type : Full Time
Job Number : 02182025
Division : Finance
Opening Date : 02 / 18 / 2025
Closing Date : 2 / 26 / 2025 4 : 30 PM Eastern
Description
Under close supervision of the Supervisor, Customer Contact, the Customer Service Representative will respond professionally to customer inquiries and requests for service.
Examples of Duties
Individuals in the Customer Service Representative I - Contact position will function in the Customer Contact role. This role requires the following basic responsibilities.
- In bound contact center, Customer Service Representative handles 50 calls a day on average and answers customer questions concerning services, billing, payment, lien law requirements, water quality, water pressure, plumbing and other water related concerns.
- Researches 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 in the event of an emergency.
Typical Qualifications
Fairfax Water is committed to providing comprehensive benefits to our employees and their eligible dependents, as well as opportunity for continued education and professional development. A summary of these benefits is listed below.
Equal Employment Opportunity
Fairfax Water is dedicated to providing equal employment without regard to race, gender, age, color, religion, disability status, marital status, sexual orientation or transgendered status, or ethnic, national origin, or on the basis of any other category protected under federal, state and local laws.
Holidays
January - New Year's Day; Inauguration Day; Martin Luther King Day
February - George Washington Day
May - Memorial Day
June- Juneteenth
July - Independence Day
September - Labor Day
October - Columbus Day
November - Veterans' Day; Thanksgiving Day; Day After Thanksgiving
December - Christmas Eve ½ Day; Christmas Day
Health Insurance - Employee Cost / Month
Employee Only - $100.88
Employee 1 - $335.74
Family - $ 466.74
The Fairfax Water Health Plan is offered to all permanent full time employees and their eligible dependents. The medical, dental and vision plans are administered by UMR, United Healthcare..
Coverage is effective 1st day of month after hire if hired between the 1st and 15th of the month. If hired between the 16th and 31st of the month, coverage is effective the 1st day of the 2nd month after hire.
Group Life Insurance - Employee Cost Month
Basic = 2 times annual salary
Paid by Fairfax Water
Supplemental 1 to 5 times annual salary
Age-banded rates
Dependent spouse and / or child - $3.00
The Group Life Insurance Plan is offered to all permanent full time employees. Effective date follows same rule as health insurance.
Long-Term Disability
Effective after 36 months of employment with Fairfax Water. Benefit is equivalent to 66.7% of base pay at no cost to the employee.
Fairfax Water Retirement Plan - Is a defined benefit plan in which all regular full time employees are enrolled in at time of hire at no cost to employees. Employees are vested after five years of service.
ICMA 457 Plan - Is a deferred compensation plan which employees can voluntarily participate in with a maximum contribution as established by the IRS on a yearly basis.
Additional Benefits
Flexible Spending Accounts : Fairfax Water offers a Medical Flexible Spending Account where employees may contribute up to $2,750.00 per year on a pre-tax basis for eligible expenses. Fairfax Water offers a Dependent Care Flexible Spending Account where employees may contribute up to $5,000.00 per year on a pre-tax basis for eligible child-care expenses.
Child / Adult Care Reimbursement : Employees with household incomes under $60,000 my be eligible for an annual subsidy for licensed child / adult care ringing from $800.00 to $4,000.00 depending on eligibility.
Professional Development : Reimbursement of approved attendance at professional conferences and seminars
Direct Deposit of pay . Pay days are bi-weekly on Thursday.
This review is intended to be a brief summary of the major benefits provided by Fairfax Water. In all instances, plan documents and policies govern the eligibility and administration of each benefit plan.
Salary : $48,463 - $54,545
