Field Customer Service Specialist (96.26)

Golden State Water Company Job Posting

Golden State Water Company is one of the largest investor-owned water utilities in the United States. We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California. Golden State Water has been in business for more than 90 years because we put customers first.

Position Summary

Under the general supervision of the Field Customer Service Supervisor, the Specialist is responsible for ensuring the reliable and timely resolution of field customer service requests, issues related to field activities, meter reading exceptions, meter health and or accuracy that impacts billing, collections and customer service delivery. The Specialist will generate and utilize reports from systems that include CS Online portals, CC&B, KloudGin, FCS Itron to resolve service requests, field activity backlogs, customer contacts/follow-ups, and issues related to vendor large meter testing and aged meter replacement programs. In this role, the incumbent works as part of a "hands-on" support and training team. The incumbent will also identify training needs and facilitate core customer service and related business applications training of for meter readers and CSA field service staff. Key to this position is a strong understanding of meter reading, field operations, customer service processes and related business systems, and the ability to perform with attention to detail, effective time management skills, clear communications of resolution to appropriate staff and customers. Essential to this job is the ability to perform with attention to detail, effective time management skills, and minimal supervision.

Essential Functions

Provides day-to-day support of Field Customer Service Supervisor in areas that include CSA staff training, monitoring CSA adherence to meter reading schedule/MWM shift assignments, field case completion, meter reading and field activities backlog review, resolving escalated field investigations, severance follow-ups, and meter-related quality assurance issues

Reviews daily and periodic meter read exceptions and field activity backlog reports and follows up with the appropriate CSA staff for timely resolution

Reviews and validates the timely completion of daily meter read related worklists (To Do's), and that field activities are assigned, completed, and updated in CC&B in a timely manner

Researches, analyzes and, resolves meter discrepancies related to large meter configuration, programming, cross meter issues, and AMR communication errors to ensure accurate billing

Responsible for accurately adding new meters to CC&B Inventory

Responsible for accurately completing meter changes in CC&B

Responsible for reviewing and completing tasks related to the quality assurance reports (backlogs, errors, follow-ups, etc.)

Works with CSA and CSC staff and vendors to identify issues related to meter reading, field services, and troubleshoot to provide solutions

Investigates, assesses, and resolves customer escalated complaints regarding meter reading problems and service issues

Performs quality checks and user acceptance testing for customer service application fixes, upgrades and new process implementations

Supports Water Operations and Customer Service Center staff in areas including training, scheduling, interpreting Water Rules, assists with resolving customer escalations, as necessary and works with all CSA superintendents to track timely resolution of CPUC informal complaints

Assists Field Customer Service Supervisor with audit and reporting functions, as required

Facilitates core customer service and related business applications training for meter readers and field service staff

Supports the completion of mobile routes and special reads to ensure accurate and timely customer billing

Assists in the implementation of all customer operations policies, procedures and standards pertaining to meter reading processes and systems

Tracks field customer service performance via reports specific to meter reading and field activities, and identifies issues and resolutions, assesses needs for process changes and staff training

Monitors meter read route completion times and assists with route redesigns for efficiency and compliance established performance standards

Keeps Field Customer Service Supervisor informed and updated on all important aspects of day-to-day activities as required

Performs other duties as assigned

Minimum Position Qualifications

High School Diploma or equivalent required, Associates Degree in Business Administration or in a related field preferred

Five years' experience in field operations or customer service with proven subject matter expertise in meter-to-cash business processes and or related systems, preferably with a water or comparable utility

Knowledge and Competency Requirements

Completion of D1 water certification within the first 12 months of employment

Ability to quickly learn and effectively apply new software applications including the Company's billing system; good key-boarding skills

Ability to perform mathematical computations accurately and quickly; able to compile data and prepare reports and summaries

Strong analytical and problem-solving skills; ability to independently diagnose complex issues and offer strong solutions to meet routine needs

Ability to work independently and under pressure with frequent interruptions and occasional contact with angry, difficult customers

Ability to create effective communication channels and work collaboratively on special projects, troubleshoot and resolve problems and issues

Detail-oriented, organized and effective in time management

Excellent written and verbal communication skills

Detail-oriented and a team player

Trustworthy; strong personal integrity

Demonstrates strong level of accountability and ownership

Exhibits professionalism, discipline and a sense of urgency

High degree of initiative; self-starter

Proficient in MS Office Applications, such as Excel, Word, PowerPoint, Access, etc.