SAWS * Customer Center Specialist

Customer Center Specialist

Grade 15 - Starting hourly rate: $20.95. Rate of pay depends on qualifications.

Job Description

JOB SUMMARY

The Customer Center Specialist serves as a front-line representative of the San Antonio Water System, providing in-person assistance at SAWS Customer Centers. This position performs a wide range of customer transactions and must ensure accuracy, professionalism, and confidentiality. This includes processing payments, balancing cash drawers, verifying account information, and providing documentation such as letters of credit and proof of residence. This position is responsible for processing miscellaneous cash receipts, impact fees, and accepting leak-related documentation and requires a high level of accuracy and trust, as employees in this role are responsible for handling cash and ensuring compliance with financial and customer service procedures.

• Responds to in-person customer inquiries at SAWS Customer Centers in a professional, courteous, and accurate manner; documents all customer interactions appropriately.
• Maintains and balances a daily cash drawer by accurately processing cash, check, and card payments, including miscellaneous receipts and impact fee payments.
• Processes, adjusts, and reconciles manual and electronic payments and refunds; researches and resolves payment-related discrepancies.
• Accepts and records documentation from customers including leak receipts for further processing or review.
• Prepares and issues letters of credit and proof of residence upon customer request, following SAWS policy and verification protocols.
• Evaluates and negotiates resolution of delinquent and final accounts in person, applying applicable policies and procedures.
• Reviews and processes receipts, and generates correspondence related to billing and consumption disputes.
• Demonstrates ownership of customer interactions, proactively identifying solutions and resources that address customer concerns.
• Participates in special projects and supports initiatives aimed at improving processes and enhancing the customer experience.
• Performs all other duties as assigned.

• Works under immediate supervision.

• High School Diploma or GED.
• Two years of experience cashiering, customer service, bookkeeping, other relevant experience.
• Ability to work regularly scheduled shifts within SAWS's hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.

• Bilingual in English and Spanish.

• Strong interpersonal skills to effectively respond to customer needs and maintain positive relationships with coworkers and the public.
• Skill in using a personal computer and associated.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Ability to perform basic mathematical calculations and apply them accurately in a cash-handling environment.
• Ability to use sound judgment in prioritizing workload to meet deadlines and service level expectations.
• Ability to type 35 w.p.m. and/or 8,000–10,000 k.p.h. for 10-key tasks.

Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting or standing for extended periods of time at various workstations to perform job scope. Requires visual acuity, speech, and hearing. Working conditions are primarily in a secure office environment. May be required to adhere to strict lunch or break schedule.

May be required to work hours other than regular schedule including shift work, weekends and holidays.