Customer Service Representative I PT

Customer Service Representative I PTThe purpose of this position is to master a variety of online tools, as well as a large body of corporate knowledge, and to be able to provide accurate responses to customers via phone, email, in person, or through case management. The Customer Service Representative will follow operating procedures by addressing customer questions and providing solutions in a timely and professional manner. The incumbent is expected to be adept at handling complaints, probing for issues, troubleshooting, and solving problems using critical thinking skills, all while maintaining a supportive and empathetic relationship with the customer and internal stakeholders. Part-Time Schedule: Monday–Thursday, 9:00 a.m. – 3:00 p.m.; Friday, 9:00 a.m. – 2:30 p.m. Pay range for this position is $22.18 to $27.72/hr. Compensation for the selected candidate will depend on qualifications and experience as related to the position requirements.Essential Functions:Handles inbound phone calls from customers while using customer service skillset to address customer concerns and complaints, resolve issues preventing customer escalation, as well as optimize the opportunity for each contact and educate the customer about the organization's services.Makes outbound phone calls to customers and internal stakeholders following up on outstanding customer service inquiries and next steps to achieve a resolution.Achieves and maintains key KPIs for individual and team performance reflecting WaterOne's high rate of customer satisfaction.Issues, tracks, updates, processes, and completes notifications and work orders within WaterOne's enterprise application software with a commitment to documentation excellence.Adheres to assigned work schedule and meet or exceed performance and quality standards as outlined on the call, case, and email scorecards.Works on customer service issues via a case management system, or a contact center application. Utilizes a developed general knowledge to accurately communicate to customers the details regarding their service, such as rate changes, billing inquiries, and service interruptions.Promptly vets and schedules/dispatches leak crews, new service inspectors, valve crews, line locators and hydrant crews and document accordingly.Serves as WaterOne contact to process notifications for government entities, city personnel, contractors, and the public requiring service from Distribution teams. Uses judgement to appropriately prioritize and communicate emergency and outage notifications to stakeholders and dispatch necessary personnel to respond.Other Duties:Aid with back-office functions as designed.Handle special projects as assigned.Perform other duties as assigned.Customer Service Commitment: WaterOne employees shall continuously strive to meet or exceed the expectations of both their internal and external customers. Questions and concerns shall be acknowledged on the same day whenever possible, but no later than the next business day. Issues shall be resolved as promptly as possible, with the goal of maximizing customer satisfaction.Competencies:Adaptability & FlexibilityBilling Systems and ProceduresDependabilityResearching InformationSafety and Security FocusRequired Education & Experience:High school diploma or GED.Three years of office experience, including experience in an inbound call center, dispatch center, or similar customer service environment.Required Knowledge, Skills, and Abilities:Reflect a professional and cordial image to customers and employees on the phone and/or in person.Proficiency in Microsoft Office Suite with emphasis in Excel, Word, and Outlook.Proficiency or ability to become proficient in the use of SAP, GIS, and AIMS software applications.Critical problem-solving skills and attention to detail with a high level of efficiency.Superior communications skills and the ability to maintain composure in higher-pressure situations.Excellent reading comprehension, accuracy and situational judgment.Organized approach to maintaining priorities and superior time management skills.Proficiency or ability to become proficient in the knowledge of the WaterOne service area including city boundaries, street names, and street locations.Organized and flexible, able to handle multiple projects and move easily from one function to another, occasionally under hectic conditions.Maintain a good working relationship with all levels of personnel at WaterOne, customers, contractors, plumbers and visitors.Ability to work overtime in certain situations.Ability to successfully complete a pre-employment drug screening and background verification in accordance with WaterOne standards.Preferred Qualifications:Two years of college course work, including courses relevant to business, utility, or construction environments.Knowledge of field work in a utility or construction-related business.Experience with WaterOne materials, field procedures, terminology, facilities, policies, and functions.Bilingual (Spanish preferred).Physical Requirements:While performing the duties of this job, the employee may occasionally lift/or move up to 5 pounds rarely. The employee would rarely work inside and outside WaterOne facilities and structures. Outside working conditions are dependent on the weather, which involves extreme heat (above 90 degrees) in the summer and cold in the winter (below freezing). Some work may be in non-heated and non-air-conditioned structures.This position would rarely require the toleration of noise levels that are generally minimal but may be excessive for brief periods of time (hearing protection is provided).The employee must be able to remain in a stationary, standing and/or sitting positions for up to several hours a day. They must be able to constantly operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer. They must also be able to move from one location to another.The employee must possess specific vision abilities required for this job including close vision, distance vision, color vision, depth perception, ability to distinguish colors, and ability to adjust focus.Work Environment:The work environment for this position is a typical office setting. Employees will be expected to work in a professional office environment that includes tasks performed at a desk, using standard office equipment such as computers, phones, printers, and filing systems. The noise level in the office work environment is usually minimal except when less frequently working in the field or production environment.