Customer Relations Rep In Training

JOB POSITION: CUSTOMER RELATIONS REPRESENTATIVE IN TRAINING

Division:
Customer Service & IS
Status:
Non-Exempt
Grade: 103
Job Code: 621

Reports to:

Customer Relations Call Center Manager
Date: 12-01-25
Revised Date: 12-01-25
Last Reviewed Date: 12-01-25

Interacts with customers to provide and process information in response to inquiries/complaints and troubleshoot issues either by telephone, electronically or face-to-face. Performs customer verifications, sets up new customer accounts and processes forms/applications/requests. Records detailed records of all customer interactions/transactions/action taken/inquiries/comments/complaints. Communicates/coordinates with other departments issuing service order for new service/termination/readings/etc. Enters/post credit memos/leak adjustments/other customer transactions as needed. Other duties as assigned.

Graduation from high school/GED equivalent supplemented by coursework in accounting/information systems/business/bookkeeping or other related field, plus three (3) or more years of related experience.

• Deals directly with customers either by telephone, electronically or face to face
• Responds promptly to customer inquiries
• Handles and resolves customer complaints
• Obtains and evaluates all relevant information to handle product and service inquiries
• Performs customer verifications
• Sets up new customer accounts
• Processes forms, applications and requests
• Organizes workflow to meet customer time frames
• Directs requests and unresolved issues to the designated resource
• Keeps records of customer interactions and transactions
• Records details of inquiries, comments and complaints
• Records details of actions taken
• Communicates and coordinates with internal departments
• Follows up on customer interactions
• Issues appropriate service orders for new services, termination, readings, etc.
• Completes documentation to transfer balances between customer accounts
• Completes accurate entry and posting of credit memos, leak adjustments, and related customer transactions.
• Proactively communicates and resolves potential issues such as leak detections
• Maintains set individual goals/expectations and keeps a clean organized work space
• Maintains a good relationship with team members and answers questions team members may ask

None.

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work with minimal supervision.
• Ability to work safely and obey all safety rules.
• Ability to communicate effectively, both verbally and in writing.
• Ability to establish and maintain effective working relationships with others.
• Ability to read and interpret documents such as rules, instructions, and manuals.
• Ability to carry out instructions furnished in writing, oral or diagram form.
• Ability to work alone or in a team environment.
• Must possess and maintain a strong work ethic and attitude.
• Must display good attendance, reporting to work on time.
• Must be able to complete job assignments in a timely manner.
• Ability to work in a fast pace, high stress environment.
• Ability to think logically and comprehend data.

For an individual to be promoted from Customer Relations Representative In Training to Customer Relations Representative, it is required that the individual:

• Has no Corrective Actions (counseling or write-up) for the last 6 months.
• Shows good attendance and reliability.
• Consistently follows all department policies and procedures.
• Consistently meets performance requirements over, at least, a six (6) month period.
• Receives a promotion recommendation from supervisor or manager.

Graduation from high school or GED equivalent supplemented by course work in accounting, information systems, business, bookkeeping or other related field, plus three (3) or more years of related experience or equivalent combination of education and experience.

• Must possess a valid Virginia driver's license or have the ability to obtain one within 60 days of employment date. No more than six (6) demerit points on driving record if required to drive Water Authority vehicles.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to walk, stand, and sit; use hands to finger, handle or feel; reach with hands and arms; talk and hear.
• While performing the duties of this job, the employee is occasionally required to stoop,…