638 CUSTOMER SERVICE REPRESENTATIVE II PART TIME

CUSTOMER SERVICE REPRESENTATIVE II - PART TIME

OPEN/CLOSE DATES: (PENDING DATES)

Hourly Rate: $34.79

Part Time / Bi-Weekly / Non-Exempt

NATURE OF WORK

This is an intermediate level call center position. Employees in this class are responsible for a variety of customer service activities including customer account inquiries; process new service, transfer of service, final service, and re-connection of water service requests; perform arithmetic computations on business machines; manage a large number of inbound and outbound calls in a timely manner. Employees in this class apply considerable independent judgment based on knowledge gained through experience in the performance of responsible specialized duties while making decisions in accordance with established policies and procedures. Employee must be able to perform all duties of a Customer Service Representative II without continuous supervision and instruction.

The Customer Service Representative II employees must have knowledge of human relations skills, people skills and possess the knowledge to conduct themselves in a positive and productive manner which includes treating team members with respect and in a cooperative manner. They must demonstrate a high level of professionalism by using appropriate language, grammar, and communication in a people friendly and supportive manner.

Reports to the Customer Service Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

• Follow the Customer Service Standards when communicating with customers face-to-face, over the telephone, or in person to receive and process orders for turn-ons, shut-offs, transfers, reconnects, or discontinuance of service, research accounts, or answer billing questions while using specialized software approved by the Board.
• Effectively communicate with customers in a professional, courteous, accurate manner while maintaining a positive attitude towards the customer.
• Develop a positive rapport with internal and external customers; greet customers using customer's name, verify account information, clarify the needs of the customer, answer customer's inquiries and assists in the resolution of concerns. If follow-up is required, must do so within the timeframe committed to the customer.
• Handle difficult situations using sound judgment and the interpretation of policies and procedures or refer customers to the appropriate personnel according to the defined protocol of chain-of- command to avoid escalation, when needed.
• Resolve all inquiries and/or problems that may be related to payment arrangements, meter readings, high consumption, delinquent accounts, disconnects, re-connects, improper billings, billing cycles and other customer requests.
• Prepare and validate adjustments to customer's accounts due to incorrect billing, payment application, or posting error.
• Enter information into specialized utility software used by the Board. This data may relate to new customer service, discontinuance of customer service or update of customer records.
• Recognize strengths and areas for improvement by continuously seeking to improve one's own skills.
• Document customer's accounts regarding all changes and requests. Generate duplicate bills, corrected bills, and work orders as required.
  
  

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES To Include The Following

• Performs other duties as may be required.
  
  

Requirements Of Work

• Knowledge of Board and departmental policies and procedures.
• Must be an effective communicator. Must be able to read, write, and communicate competently and fluently in English.
• Must effectively work with diverse groups (i.e. disabled, diverse, multicultural, and cross-cultural populations, as well as all age groups and genders).
• Must be proficient in basic math skills; be able to communicate orally and in writing; and have strong problem solving skills.
• Must satisfactorily complete Customer Service related continuing education courses provided by the Board and apply learned skills in day to day work.
• Ability to actively listen to determine customer's concerns and needs in order to determine appropriate solutions to customer account issues.
• Ability to efficiently perform multiple assignments accurately with interruptions.
• Ability to handle complex assignments to completion, solve problems, correct errors, and to understand and follow moderately complex oral and written instructions.
• Ability to interact tactfully and courteously with customers in person and over the telephone.
• Ability to establish and maintain effective working relationships with other employees.
• Ability to comply with federal, state and company policies, procedures and regulations and laws.
  
  

Required Training And Experience

• High School Diploma or equivalent.
• Experience in the Customer Service Department as a Customer Service Representative I, or relevant applicable prior experience, and demonstrated ability to perform the essential duties of the job.
• Proficiency using a personal computer, MS Office, and other business office applications to include Board specialized programs and software.
• Ability to pass a standard background check to include credit.
  
  

Desired Training And Experience

• Bachelor's Degree in Business Administration from an accredited college or university.
  
  

Physical Abilities

• Ability to see, hear and speak clearly within normal ranges and tones.
• Ability to do sedentary work, view a computer screen monitor, type, and enter data into a personal computer or laptop and monitor telephones for extended periods of time.
• Ability to lift and carry 25 pounds for up to 50 feet.
• Ability to stand for extended periods and to do sedentary work for extended periods.
  
  

WORK ENVIRONMENT

• This work will be performed in a professional office setting.
  
  

Job Posted by ApplicantPro