Customer Service Specialist_Resource Protection and Compliance Department

Customer Service Specialist

Work Location: HQ Tower II, 2800 U.S. Hwy 281 North, San Antonio, TX 78212. Work Schedule: Monday – Friday, 7:30 a.m. - 4:30 p.m. Hourly Rate: $18.00 Desired Start Date: As soon as possible

Job Summary

The Customer Service Specialist is responsible for review, research, resolution and response of escalated customer concerns.

Essential Functions

All Specialties Provides written and verbal reports to management, as required. Participates in meetings, information gathering and sharing sessions to provide trends and patterns of escalation. Develops and maintains a database or an automated record keeping system of applications, complaints, incentives, violations. Establishes and maintains effective working relationships and public relations. Assists with correspondence via email, web, and letters of acknowledgement and follow up. Responds to customer interactions via the telephone, email, internet, or in person in a professional, courteous, accurate manner while recording a brief overview of communication. Develops a rapport with internal/external customers. Answers customer’s question or solves the problem during initial contact, if follow-up is required, must do so within the timeframe committed to the customer. Performs all other duties as assigned. Conservation Specialty Develops and documents procedures for on-going programs and projects. Researches residential/commercial customer accounts to ascertain responsible parties for enforcement activities. Customer Solutions Specialty Researches, resolves, and responds to situations considered high-profile, sensitive, and/or escalated in nature. Works as required in the customer solutions phone que to resolve customer escalations within the same day. May be required to respond in writing both through written and/or electronic correspondence (email/chat) to SAWS internal and external customers within departmental guidelines of established deliverable dates. Identifies and communicates emerging issues; updating tracking log, and processing front-line CSA exception requests.

Decision Making

All Specialties Works under limited supervision.

Minimum Requirements

All Specialties High School Diploma or GED. Four years’ experience in a customer service environment. Valid Class “C” Texas Driver’s License. Proficient in the use of Microsoft Office environment. 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.

Preferred Qualifications

All Specialties Two years’ of college courses in business administration or related fields from an institution accredited by a recognized accrediting agency. Bilingual in English/Spanish.

Job Dimensions

Regular contact with internal and external customers, including the general public. Must meet the required performance standards within the area of assignment. Ability to communicate effectively verbally and in writing. Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting for extended periods of time to perform job scope. Working conditions are in an office environment with occasional field visits.