Customer Relations Rep In Training

Customer Relations Representative in Training

Division: Customer Service & IS
Status: Non-Exempt
Grade: 103
Job Code: 621
Reports to: Customer Relations Call Center Manager

Interacts with customers to provide and process information in response to inquiries, complaints, and troubleshoot issues by telephone, electronically, or face‑to‑face. Performs customer verifications, sets up new customer accounts, processes forms/application requests, and records detailed interactions. Coordinates with other departments and enters transaction records as needed. Other duties as assigned. Requires high school graduation or GED plus coursework in accounting, information systems, business, bookkeeping, or related field, and at least three years of related experience.

• Deal directly with customers via telephone, electronically, or face‑to‑face.
• Respond promptly to customer inquiries.
• Handle and resolve customer complaints.
• Obtain and evaluate all relevant information for product and service inquiries.
• Perform customer verifications.
• Set up new customer accounts.
• Process forms, applications, and requests.
• Organize workflow to meet customer time frames.
• Direct requests and unresolved issues to the designated resource.
• Keep records of customer interactions and transactions.
• Record details of inquiries, comments, and complaints.
• Record details of actions taken.
• Communicate and coordinate with internal departments.
• Follow up on customer interactions.
• Issue appropriate service orders for new services, termination, readings, etc.
• Complete documentation to transfer balances between customer accounts.
• Accurately enter and post credit memos, leak adjustments, and related customer transactions.
• Proactively communicate and resolve potential issues such as leak detections.
• Maintain set individual goals/expectations and keep a clean, organized workspace.
• Maintain a good relationship with team members and answer questions team members may ask.

• Ability to work with minimal supervision.
• Ability to work safely and obey all safety rules.
• Effective verbal and written communication skills.
• 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.
• Strong work ethic and positive attitude.
• Reliable attendance and punctuality.
• Ability to complete job assignments in a timely manner.
• Ability to work in a fast‑paced, high‑stress environment.
• Logical thinking and data comprehension.

• No corrective actions (counseling or write‑up) for the last six months.
• Consistent good attendance and reliability.
• Consistently follows all department policies and procedures.
• Consistently meets performance requirements over at least a six‑month period.
• Receives a promotion recommendation from supervisor or manager.

Graduation from high school or GED equivalent supplemented by coursework in accounting, information systems, business, bookkeeping, or other related field, plus at least three years of related experience or an equivalent combination of education and experience.

• Must possess a valid Virginia driver’s license or be able to obtain one within 60 days of employment start date.
• Driver’s record may not exceed six demerit points if required to drive Water Authority vehicles.

Regular requirements include walking, standing, sitting, using hands, reaching, speaking, and hearing. Occasional requirements include stooping, kneeling, crouching, bending, climbing, balancing, crawling, or reaching overhead. Vision ability required to adjust focus, and corrective lenses must be worn when operating Authority vehicles. Repetitive keyboard and office equipment use is involved. Employee must sit for extended periods at a desk or workstation. Lifting and carrying up to 10 pounds routinely and up to 45 pounds occasionally, with assistance above these amounts.

Failure to meet physical demands may result in injury.

Low noise levels are typical, with occasional moderate or high noise exposure. Exposure to extreme weather, uneven or slippery terrain, dust, or wet/humid conditions may occur. Normal work conditions are required in an office setting.

The above statements describe the general nature and level of work assigned to this position and should not be construed as an exhaustive list of all job duties or tasks performed by personnel in this classification.