The Customer Care Representative is responsible for providing support to customers by offering and processing information in response to inquiries regarding water and sewer accounts.
Essential Duties & Responsibilities
- Receive and respond to calls and emails from customers on issues such as general account questions, establishing service, high bills, pressure, or quality issues.
- Responsible for setting up accounts for new or existing customers, issuing transfers, and closing accounts and other data entry activities.
- Resolves moderately complex problems by clarifying customers' complaints, determining cause of the problem and appropriate steps for resolution.
- Create service orders for field services, ensuring complete and accurate information. Call back customer with resolution or findings.
- Gather or collect information to generate reports for Customer Care and/or other Departments
- Assist customers and vendors at the front window.
- Calculate and create billing adjustment forms, leak relief forms, pledge, payment plans.
- Ability to manage assignments and/or projects as required by the Customer Care Supervisor and Director of Customer Care.
- Multitask and set priorities in a fast-paced and growing work environment.
Key Performance Indicators
- Provide first call resolutions to customers.
- 90% call answer rate within second ring, 10% or lower abandonment call rate and 10% force release status.
- Provide excellent customer service to customers and co-workers.
Qualifications
Education & Experience
- High School Diploma or GED
- 1-3 years of experience in customer service
Language/Math/Reasoning Ability
- Bilingual Preferred
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills
- Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc.
Physical Requirements
- Light physical activity performing non-strenuous daily activities of a clerical nature.
- Exerting up to 10 pounds of force occasionally to lift, carry, pull, or otherwise move objects.
- Manual dexterity sufficient to reach/handle items and work with the fingers.
Working Environment
- Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
- Moderate noise (examples: business office with computers and printers, light traffic).
- Regular work schedule: Monday - Friday 7:30 a.m. - 4:30 p.m.