Associate Customer Service Representative

California Water Service

Job Description:

California Water Service Group (Cal Water) invites you to build a meaningful career with the third largest publicly traded water utility in the United States. Guided by our mission to be the leading provider of water and wastewater services, we are dedicated to improving the quality of life for the customers, communities, and employees we serve. Our culture is grounded in core values - integrity, quality, service, value, health and safety, respect and collaboration, and corporate citizenship and is reflected in our recognition as a Top Workplace®, a Great Place to Work®, and a J.D. Power leader in customer satisfaction for multiple years.

Join Cal Water and be part of a purpose driven organization where your work makes a lasting impact.

The Associate Customer Service Professional provides exceptional customer service in person via phone, web, e-mail, and chat using proper etiquette, professional language and grammar. At California Water Service, we are passionate about delivering exceptional customer service experiences to each and every customer we serve. Our talented Customer Service Professionals possess many key attributes that help them exceed customer expectations. They demonstrate empathy and compassion for all of our Cal Water customers and seek ways to go above and beyond customers’ expectation.

They convey a positive attitude, take initiative and ownership in solving service challenges, and demonstrate the highest integrity and professionalism. Internally, our Customer Service Professionals build trust as they work as "one team" with their peers and leadership. Externally, they are extraordinary brand ambassadors who are instrumental in building customer loyalty by providing excellent service.

This position is located in Chico, CA.

• Understand customer service and business operations to fully resolve customer needs and provide superior customer experiences by customer contact means
• Provide customer service addressing customer requests or inquiries concerning services, water quality and billing
• Responsible for scheduling and follow up of service/emergency requests
• Generate and complete: work orders, emails, document customer accounts and perform data entry as needed
• Perform tasks associated with daily/monthly/quarterly/annually reports and account exceptions
• Provide customers with information regarding Company programs and services
• Communicate with outside agencies and departments for service efforts
• Communicate between regional customer support centers and local districts
• Perform tasks associated with dispatching
• Create and complete service orders as needed
• Perform activities related to meter reading functions to include route assignment and daily auditing using Field Collection System Application (FCS) including AMR and AMI
• Research and a complete daily billing exceptions and approve sample bills
• Prepare bank deposit and daily cash report Payment processing/cashiering
• Monitor and follow up on account with past due balances
• Perform data entry for the Cross Connection Control program as well as printing and mailings as needed
• Maintain customer service records

• Other duties as assigned
• Social media inquiry follow up

• Assist customers with a variety of transactions through a seamless and friendly experience
• Defuse customer situations and provide resolution in a timely and effective manner
• Ensure the security and privacy of customer information through education, compliance and resolution of issues
• Proficiency in multiple operating systems such as Microsoft Office and Oracle Customer Care & Billing, Field Collection System Application (FCS)
• Clear, effective communication with strong interpersonal skills
• The ability to prioritize multiple tasks in a fast-paced environment
• Ability to perform basic mathematic functions, calculate figures, and reconcile account information
• Proven ability to maintain a high level of accuracy, attention to detail, and handle multiple priorities
• Day travel may be required within the respective region for training and/or team building
• Primary dispatching duties will…