Compliance Representative

Job Description

Title: Compliance Representative

Location: Hershey, PA 17033

Primary Role:

• Responsible for investigating and resolving customer disputes.
• Provide excellent customer service and timely responses.
• Handle disputes ranging from quality of service issues to simple billing disputes.

Key Accountabilities:

• Research customer accounts using SAP.
• Maintain accurate updating of information in database and SAP systems.
• Work with various area of the business to investigate, research and resolve customer disputes.
• Write company utility reports to customers supporting the company’s position.
• Utilize active listening skills to clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns.
• Maintain a high level of product and process knowledge.
• Educate internal/external customers on services.
• Master desktop solutions system applications, including SAP, ORCOM, Word and Excel.
• Handle difficult issues and avoid escalation whenever possible.
• Provide exceptional service to the customer that meets or exceeds all contractual service level agreements.
• Be responsive to and execute process improvements/enhancement programs.
• Support and sustain a positive environment that fosters team performance and individual excellence.

Knowledge:

• A general understanding of the water business or utility industry and the regulations impacting billing and collections.
• A working knowledge of customer recordkeeping and billing processes and strong computer skills in a business environment are required.
• Strong communication, listening, problem solving and computer skills.

Experience:

• 3 years’ experience in Customer Service or Compliance.
• Education:
  
  High School Diploma, GED, or equivalent.

Manager's

Note:

• Must have high school diploma, GED, or equivalent.
• 3+ years in Customer Service or Compliance background.
• Responsible for investigating and resolving customer disputes.
• SAP knowledge/Compliance background/General Water & Utility industry experience a plus.
• Billing and collections experience helpful.
• Looking for analytical knowledge – this position deals mainly with customer issues that they will need to be able to solve.
• Manager will be reviewing resumes and conducting in-person interviews.

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