Customer Care Agent

The Customer Care Representative is the first point of contact that answers billing, payment, and service start/stop applications related questions to the Districts’ water customers. This position answers incoming customer questions via email, utilizing Districts Rate Orders and company guidelines. They must have a commitment to customer satisfaction and an ability to make accurate decisions.

Essential Functions / Responsibilities

• Provide accurate and knowledgeable customer service via online
• Answer customer billing inquiries relating to their account using billing software (AVR) and work management software (Adjutant).
• Start new accounts and final accounts when residents move
• Acquire documents for new accounts and attach electronic copies to the account
• Follow up on required documents for new setups
• Research billing and payment discrepancies
• Create work orders for billing related field activities (reconnects, re-reads, etc.)
• Ensure accounts are well-documented after each call and enter data correctly
• Attend customer service training sessions to enhance industry knowledge and skills

Education And Experience Requirements

• High School Diploma or GED required
• Proficient with Microsoft Word, Excel, Outlook, and Internet

Other Skills/Abilities

• Organized and detail oriented
• Strong problem-solving abilities
• Display good work ethic and team collaboration
• Ability to prioritize and manage time effectively
• Exhibit strong verbal / written communication skills
• Possess good typing skills
• Ability to convey information clearly and effectively
• Demonstrate good judgment