What are the responsibilities and job description for the Customer Care Specialist position at H2O Innovation?

CUSTOMER CARE SPECIALIST

POSITION SUMMARY

The Customer Care Specialist is responsible for providing exceptional customer service to clients and stakeholders in the wastewater sector. This role involves handling inquiries, resolving issues, and ensuring customer satisfaction through effective communication and support. The specialist acts as a liaison between customers and various departments within the organization to address concerns and provide solutions.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statements

Respond to customer inquiries and requests via phone, email, and in-person. Provide accurate information about wastewater services and address any concerns promptly.
Identify and resolve customer issues related to wastewater services. Escalate complex problems to the appropriate department for resolution.
Maintain and update customer accounts, ensuring all information is accurate and up to date. Assist customers with billing inquiries, service requests, and account changes.
Serve as the main point of contact for customers, ensuring clear and effective communication regarding service updates, maintenance schedules, and any other relevant information.
Gather customer feedback to identify areas for improvement in service delivery. Share feedback with the relevant teams and participate in developing solutions.
Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions. Ensure all documentation is accurate and accessible.
Educate customers about wastewater management practices, conservation tips, and the benefits of efficient wastewater systems.
Assist in managing customer communication during emergency situations such as system failures or service interruptions. Provide timely updates and support to affected customers.
Participate in training and development programs to stay updated on industry trends, company policies, and customer service best practices.
Other duties as assigned.

Position Qualifications

Familiarity with wastewater systems and industry regulations is a plus.

Proficiency in customer relationship management (CRM) software and Microsoft Office Suite.

Excellent communication and interpersonal skills.

Strong problem-solving and conflict resolution abilities.

Attention to detail and high standards for accuracy.

Ability to work independently and as part of a team.

Competency Statements

Accountability - ability to accept responsibility and account for his / her actions.

Accuracy - ability to perform work accurately and thoroughly.

Autonomy - ability to work independently with minimal supervision.

Communication, Oral - ability to communicate effectively with others using the spoken word.

Detail Oriented - ability to pay attention to the minute details of a project or task.

Organized - possessing the trait of being organized or following a systematic method of performing a task.

Safety Awareness - ability to identify and correct conditions that affect employee safety.

Technical Aptitude - ability to comprehend complex technical and specialized information.

SKILLS & ABILITIES

Education : High school diploma or equivalent. Bachelor's degree in Environmental Science, Communications, or a related field is preferred.

Experience : Minimum of 2 years of experience in customer service, preferably within the wastewater or utility sector.

Computer Skills : Basic computer skills.

Certificates & Licenses : Valid driver's license.

Other Requirements :

This position primarily involves working in an office setting; Minimal travel required, primarily for training with occasional visits to wastewater treatment facilities and customer locations.

Willingness to work flexible hours, including evenings and weekends, if necessary.

Full-time, with potential for overtime and on-call responsibilities during emergencies or peak service periods.

H2O'S Commitment to ESG

H2O Innovation pledges to address environmental problems related to water, and to do so in a workplace where people feel accomplished and supported by strong governance and sensible policies in an everchanging world.

Environment : As a pure water player, we are, by definition, focused on the environment. Throughout our history we have driven improvements with our technologies and services, helping our customers simplify water and minimize environmental impact.

Social : We win by creating value with a talented and engaged team. As an organization we commit ourselves to providing a safe, inspiring, and meaningful work environment, to ensure career growth and diverse talent retention.

Governance : Effective corporate governance requires dedicated focus on one of the biggest threats to any company, which is Cyber-Attack. Our commitment is to keep the company safe from these attacks.

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