What are the responsibilities and job description for the Customer Service Representative position at Louisville Water Company?
Supervisor - Customer Care
Grade: G04
Hourly Rate Range: $17.50 - $27.95 (Commensurate with experience)
Incentive Bonus: In addition to your hourly rate, employees are eligible for additional monthly incentive pay
Non-exempt
Monday - Friday (8:00am - 5:00pm or 9:00am - 6:00pm)
No weekends
JOB SUMMARYManage telephone customer service inquiries in a challenging environment while being efficient, professional, and courteous always. Responsible for analyzing accounts to aid and information to customers concerning billing issues, sign customer up for service, generating service orders, resolving complaints/ inquiries, and be able to communicate information back to the customer.
ESSENTIAL JOB FUNCTIONS
Assist customers via phone for a variety of items such: water consumption, billing statements, adjustments, negotiate payment arrangements, complaints, water quality, status of water service including starting and stopping service, and other issues related to water utility service.
Comply and meet company standards of productivity metrics including but not limited to average talk time, average handle time, phone availability, call abandonment rate, and call quality.
Analyze, research, and document every account with details of the customers inquiry and resolution provided into CC&B system (Customer Care & Billing) including the reason for the call, the nature of the discussion, the outcome or expectation for the customer, and any follow-up or research to be performed by a CSR or other internal customer.
Apply appropriate communication techniques when responding to customers particularly in stressful situations to meet quality standards.
Determine when customer needs should be escalated and resolved by the Supervisor, Manager or Director.
Provide documentation to Supervisor and/or Manager for further assessment.
Stay abreast of company policies and procedures to provide accurate and consistent information to internal and external customers.
Demonstrate time management including schedule adherence through reliability and punctuality.
Research requests, problems, and complaints and initiate appropriate action by coordinating with dispatchers to resolve issues.
Identify and communicate issues related to usage of CC&B, Interactive Voice Response (IVR), and ShoreTel to Information Technology and/or Supervisor or Manager.
Perform other duties as assigned.
WORKING CONDITIONS
Generally, working 40 hours in an office environment involves mostly sedentary work using a computer and taking phone calls for most hours worked. This position is considered essential during inclement weather/emergency situations.
MINIMUM QUALIFICATIONS
High school diploma or equivalent; and
One (1) year experience in a call center environment.
Bilingual in English/Spanish is a plus.
Louisville Water provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Louisville Water Company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Salary : $18 - $28
