Customer Service Representative

Job Description

Complete

Description:

Primary Role:

Responsible for responding to customer inquiries with courtesy and professionalism.

Responsible for addressing customer concerns efficiently and completely via the telephone and correspondence as appropriate.

Key Accountabilities:

• Receive inbound calls from customers related to services provided. Clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns. Track and document customer contacts.
• Remain accessible to achieve appropriate adherence levels.
• Maintain a high level of application, process, and water utility knowledge. Maintain a courteous and knowledgeable appearance to the customer.
• Handle difficult calls and avoid escalation whenever possible.
• Continuously improve call handling skills, systems knowledge, and communications skills, enhancing customer service levels.
• Identify and relay to team leader areas for improvement within the customer inquiry and concern resolution processes.
• Provide exceptional service to the customer that meets or exceeds all contractual service level agreements.
• Issue and maintain service orders.
• Support and sustain a positive environment that fosters team performance and individual excellence.
• Be receptive to performance feedback and continuously seek to improve.

Own skills.

• Maintain adherence to all policies, procedures, programs, standards of performance and approved business objectives including those involving affirmative action, communications, community relations, human resources, labor relations, health and safety, and security.

Knowledge:

• Personal computing experience, including Microsoft Office applications.

Experience:

• Two (2) years’ experience in related business environment.
• You MUST be available to work any shift that is assigned to you. This shift could include working nights and/or weekends.
• As a member of this unit, you will be eligible to participate in a shift bid, which occur every 6 months.
• OT may be requested or required.
• Training will be conducted from 7:30 AM- 4PM, Monday thru Friday for 8 – 10 weeks.
• Training standard work week is 40 hours.

All your information will be kept confidential according to EEO guidelines.