Field Customer Service Representative

Overview

Field Customer Service Representative role at The York Water Company.

Location:

Main office.

Work schedule:

Full Time. Division:
Customer Service.

Reports To:

Vice President
- Customer Service.

• Support the organization's customer-focused mission by interacting with customers (residential, commercial, and industrial).
• Address inquiries, process payments, resolve complaints, read meters, conduct service terminations and restorations, and answer questions about water/wastewater service accounts.
• Interact in both office and field operations.
• Provide prompt and courteous service by processing inquiries, complaints, and requests within the scope of the Company tariff, policies, procedures, and PA PUC regulations.
• Communicate with customers via email, telephone, online, or in-person regarding payment, service terminations for non-payment, billing disputes, orders for new service, turn off/on/discontinuance, or changes in service.
• Handle customer account activities including service requests, terminations/transfers, updating data, processing payments, and reviewing usage and payment history.
• Prepare and maintain documents for new service, transfer of ownership, terminations, complaints, etc.
• Maintain customer records of interactions and inquiries.
• Prepare payment agreements and pursue delinquent collections in line with PA PUC regulations and Company policies.
• Prepare and/or review termination orders per PA PUC regulations and Company policies.
• Prepare customer correspondence as required by management.
• Possess working knowledge of PA PUC regulations and the Company tariff.
• Field questions and complaints; escalate to appropriate staff as needed.
• Investigate complaints and violations of the Company tariff.
• Post termination notices and perform terminations/restorations for delinquent accounts according to PA PUC regulations.
• Know service territory roadways and be able to locate locations on a road map.
• Read meters when needed.
• Collaborate with other functional areas to resolve inquiries and/or complaints promptly and courteously.
• Maintain positive and professional behavior with all individuals contacted on behalf of the Company.

• High school diploma or equivalent and at least two years of inbound/outbound call center, customer service, or related business experience.

• Excellent written and verbal communication skills.
• Active listening skills.
• Strong problem-solving and comprehension skills.
• Strong time management skills.
• Proficient with standard office equipment; proficient in Microsoft Suite and ERP systems; ability to learn new software.
• Bilingual (Spanish) skills preferred but not required.
• GPS navigation ability.

• Ability to work under stress and on additional hours as necessary.
• Sit for extended periods; sit/stand/walk as required; occasional stooping, kneeling, crouching, and climbing stairs.
• Drive a company vehicle; enter/exit vehicle regularly.
• Reach with hands and arms; frequent keyboard and calculator use.
• Regularly lift/move between 25 lbs and 50 lbs, occasionally up to 75 lbs.
• Depth and color vision; ability to distinguish colors; ability to wear headset.
• Twist, bend, stoop, kneel, crouch, crawl; travel between company facilities and roadways.
• Wear PPE such as gloves, hard hats, safety glasses as required.

• Possess a valid Pennsylvania driver’s license.

• Office and field environment; seated at a desk for extended periods in the office; in the field, in a company vehicle.
• Frequent interaction with customers and employees; moderate noise level.

This is a safety-sensitive position and requires compliance with all applicable safety guidelines and regulations.

This is a Collective Bargaining Unit position.

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Customer Service
• Industries:
  Consumer Services

Location:

Rochester, NY

Salary: $18.95 - $21.93 per hour