Customer Service Representative PT

Customer Service Representative I PT

The purpose of this position is to master a variety of online tools, as well as a large body of corporate knowledge, and to be able to provide accurate responses to customers via phone, email, in person, or through case management. The Customer Service Representative will follow operating procedures by addressing customer questions and providing solutions in a timely and professional manner.

The incumbent is expected to be adept at handling complaints, probing for issues, troubleshooting, and solving problems using critical thinking skills, all while maintaining a supportive and empathetic relationship with the customer and internal stakeholders. Part-Time

Schedule:

Monday–Thursday, 9:00 a.m. – 3:00 p.m.;
Friday, 9:00 a.m. – 2:30 p.m. Pay range for this position is $22.18 to $27.72/hr compensation for the selected candidate will depend on qualifications and experience as related to the position requirements. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Handles inbound phone calls from customers while using customer service skillset to address customer concerns and complaints, resolve issues preventing customer escalation, as well as optimize the opportunity for each contact and educate the customer about the organization's services.

Makes outbound phone calls to customers and internal stakeholders following up on outstanding customer service inquiries and next steps to achieve a resolution. Achieves and maintains key KPIs for individual and team performance reflecting Water One's high rate of customer satisfaction. Issues, tracks, updates, processes, and completes notifications and work orders within Water One's enterprise application software with a commitment to documentation excellence.

Adheres to assigned work schedule and meet or exceed performance and quality standards as outlined on the call, case, and email scorecards. Works on customer service issues via a case management system, or a contact center application. Utilizes a developed general knowledge to accurately communicate to customers the details regarding their service, such as rate changes, billing inquiries, and service interruptions.

Promptly vets and schedules/dispatches leak crews, new service inspectors, valve crews, line locators and hydrant crews and document accordingly. Serves as Water One contact to process notifications for government entities, city personnel, contractors, and the public requiring service from Distribution teams. Uses judgement to appropriately prioritize and communicate emergency and outage notifications to stakeholders and dispatch necessary personnel to respond.

Works on customer service issues via email, a case management system, or a contact center application. Other Duties Aid with back-office functions as designed. Handle special projects as assigned. Perform other duties as assigned. Customer Service Commitment Water One employees shall continuously strive to meet or exceed the expectations of both their internal and external customers. Questions and concerns shall be acknowledged on the same day whenever possible, but no later than the next business day.

Issues shall be resolved as promptly as possible, with the goal of maximizing customer satisfaction. Competencies Adaptability & Flexibility Billing Systems and Procedures Dependability Researching Information Safety and Security Focus Required Education & Experience High school diploma or GED. Three years of office experience, including experience in an inbound call center, dispatch center, or similar customer service environment. Required Knowledge, Skills, and Abilities Reflect a professional and cordial…