Customer Service Rep

Customer Service Representative

The Customer Service Representative is responsible for delivering professional, accurate, and courteous customer service in alignment with CWW's Vision, Mission, Values, and Strategic Initiatives. This position serves as the point of contact for customers regarding water and sewer services, billing inquiries, service requests, payment arrangements, and accounting concerns. The representative is expected to provide timely resolutions, maintain accurate account documentation, and support departmental performance standards while ensuring a positive customer experience.

Essential Duties and Responsibilities:

• Answer high-volume inbound customer calls and walk in customers in a professional and courteous manner.
• Assist customers with billing inquiries, account information, service requests, payment arrangements, and general utility-related questions.
• Process service orders for new service connections, disconnections, complaints, and service requests in the appropriate systems.
• Determine charges for requested services, prepare change-of-address records, and issue appropriate work orders.
• Resolve routine customer concerns and escalate complex or sensitive issues when necessary.
• Maintain professionalism and composure while handling difficult customer interactions.
• Process customer rebates, adjustments, and applicable service fees according to departmental procedures.
• Complete assigned daily tasks and workload requirements in a timely manner.
• Participate in training sessions, team meetings, and continuous improvement initiatives.
• Meet established performance standards, including quality assurance expectations, attendance, productivity, and call handling metrics.
• Perform administrative duties including correspondence, reports, filing, and data entry.
• Maintain confidentiality of customer and organizational information.
• Perform other related duties as assigned.

Required Knowledge, Skills, and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Customer Service Skills:

• Strong verbal and written communication skills with the ability to communicate clearly, professionally, and courteously.
• Ability to actively listen, de-escalate concerns, and provide effective customer resolutions.
• Ability to work in a fast-paced call center environment while maintaining accuracy and professionalism.
• Ability to multitask between phone systems, databases, walk-ins, and administrative duties efficiently.
• Working knowledge of customer information systems, database management, Microsoft Office Suite, and call center software.
• Ability to accurately enter and maintain customer account information.
• Ability to learn departmental policies, procedures, and utility service regulations.
• Ability to analyze customer concerns and determine appropriate resolutions within established guidelines.
• Ability to exercise sound judgment, maintain confidentiality, and work independently or as part of a team.
• Strong organizational skills with attention to detail and accuracy.
• Ability to calculate figures and amounts such as percentages.

Acceptable Experience and Training:

High school diploma or GED required. Minimum of two (2) years of customer service or call center experience preferred. Previous experience in utility customer service, billing, or administrative support preferred. Experience working with multi-line phone systems and handling high-call volumes preferred.

Supervisory Responsibilities:

None

Additional Requirements:

• Ability to maintain regular attendance and punctuality.
• Ability to adapt to changing priorities and operational needs.
• Must possess strong interpersonal skills and maintain a professional demeanor with customers and coworkers.
• Ability to work scheduled shifts and occasional overtime as needed.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must possess a valid driver's license.

Physical Demands:

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 accommodation 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 reach with hands and arms. The employee is frequently required to stand, walk, use hands to handle objects or equipment, stoop, kneel, crouch, or crawl, and communicate effectively. The employee is occasionally required to sit, climb, and balance.

The employee must occasionally lift and move objects up to 10 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee regularly works in an office environment. The noise level in the work environment is usually moderate.