CUSTOMER SERVICE REPRESENTATIVE I

CUSTOMER SERVICE REPRESENTATIVE I

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OPEN/CLOSE DATES:

Salary Range $50,252.82 - $78,603.20
Hourly Range $24.16 - $37.79
Hourly/Full Time/Bi-Weekly Non-Exempt

NATURE OF WORK

This is an entry-level call center position. Employees in this class are responsible for a variety of customer service activities including customer account inquiries, re-connection of water service processes, performing arithmetic computations on business machines, and managing a large number of inbound and outbound calls in a timely manner. Bilingual, English and Spanish desired.

Employees in this class are required to learn and demonstrate the knowledge and skills required to progress to the Customer Service Representative II classification starting at $26.41/Hour.

This work requires application of the Board's policies and procedures. Decisions are made in accordance with established precedents and departmental policy.

Customer Service Representatives must have knowledge of human relations skills, people skills and possess the knowledge to conduct them in a positive and productive manner which includes treating customers and 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 or over the telephone to receive and process orders for turn-ons, shut-offs, transfers, re-connect or discontinuance of service, research accounts or answer billing questions while using specialized utility software approved by the Board.
• Provide accurate, valid, and complete information by using specialized methods/tools.
• Use company policies and departmental procedures to determine if there can be an immediate resolution to a customer's issue.
• Offer customers services such as bank draft/recurring payments and e-bill and then correctly set up those services.
• Document customer accounts regarding payment postings or re-connection requests.
• Generate duplicate bills, corrected bills and work orders as required.
• Communicate with employees in the field and other offices with information needed to complete orders as required.
• Effectively communicate with customers in a professional, courteous, accurate manner while posting payments or answering billing questions and 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.
• Identify customers' needs, clarify information, research issues as required, and provide solutions.
• Recognize strengths and areas for improvement by continuously seeking to improve one's own skills.

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.
• Must 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 communicate orally and in writing.
• 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 correct errors and to understand and follow moderately complex oral and written instructions.
• Ability to deal 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 EDUCATION, TRAINING AND EXPERIENCE

• High School Diploma or equivalent.
• Proficiency in personal computers and MS Office applications.
• 1 year experience in customer service, retail sales, work requiring regular contact with the public and/or Call Center experience.
• Ability to pass a standard background check to include credit.

DESIRED EDUCATION, TRAINING AND EXPERIENCE

• 1 year experience as a Customer Service Representative, including customer account inquiries and posting to customer accounts and/or 1 year Call Center Experience.
• Bachelor's Degree in Business Administration from an accredited college or university.
• Bilingual English - Spanish.

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.