Customer Service Representative

Senior Customer Service Specialist

The Senior Customer Service Specialist (SCSS) is responsible for the compassionate delivery of an advanced level of customer service and care. The SCSS performs routine duties which include assisting customers in person, on the phone, or via email, maintaining customer accounts, performing clerical work, and processing bills. The CSS must exercise good judgment, independent thinking, and personal initiative.

Essential Functions

Exhibits advanced knowledge of principles and processes for providing customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Promptly responds to customer inquiries, and provides information to customers and the general public in a professional manner through various channels of communication.

Proactively identifies problems and opportunities, and applies sound judgment offering alternative solutions to improve service quality. Ability to engage in independent decision-making techniques while performing various job duties simultaneously.

Works cross-functionally to understand account history and billing practices.

Demonstrates advanced communication skills by speaking clearly, using appropriate vocabulary and grammar; in writing concise, grammatically correct correspondence and notes, with strong typing and writing skills for clear messaging; always maintaining a positive, empathetic approach.

Actively listens and acknowledges each customers concerns, maintains an open mind avoiding assumptions or judgments; asks appropriate questions to thoroughly understand the details and unique circumstances of each situation; evaluates alternatives and offers multiple solutions when possible to resolve issues; and de-escalate emotional contact between the department and its customers to provide a positive customer experience.

Interprets and applies all applicable statutes, ordinances, policies and procedures.

Performs other related duties as assigned.

POSITION SPECIFIC FUNCTIONS:

Water Fiscal Management

Acts as the main liaison between builders, Engineering, and Customer Care to ensure their inquiries are handled promptly and ensure the builders are guided through the development process as smoothly as possible.

Processes all builder/developer fees (including commercial accounts).

Corresponds directly with requestors, including builder representatives, developers, etc. by providing quotes and answering inquiries.

Sends all fee quotes (excluding irrigation tap/meter add-ons for existing accounts) for System Development Fees (SDF) (including commercial properties).

All miscellaneous questions builders may have to include high use call notices, questions regarding SDF review, contact for uncashed checks for builders.

Qualifications

MINIMUM QUALIFICATIONS

Education and Experience:

High School Diploma or an acceptable equivalency diploma (GED), and four (4) year of customer service experience involving direct customer contact, high-volume telephone and email traffic, and dispute resolution in the service industry or call center environment.

Licenses or Certifications:

None Specified.

Special Requirements:

Verifiable computer skills and familiarity with common software including Microsoft Office products. (MS Outlook, Word, Excel, etc.)

PREFERRED QUALIFICATIONS

Education and Experience:

Associate's degree and three (3) years of customer service experience involving direct customer contact, high-volume telephone and email traffic, and dispute resolution in a water and/or wastewater utility.

Licenses or Certifications:

None Specified.

Special Requirements:

Intermediate-level skills with Microsoft Office products (MS Outlook, Word, Excel, etc.).

Supplemental Information

PHYSICAL DEMANDS

Must be physically able to operate a variety of machinery and equipment including computers, printers, copiers, facsimile machines, calculators, etc. Must be able to exert up to 30 pounds of force occasionally, and/or a negligible amount of force constantly to move objects. Physical demand requirements are in excess of those for Sedentary Work. Light Work usually requires walking or standing to a significant degree. However, if the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.

WORK ENVIRONMENT

Work is performed in a dynamic environment that requires the need to be sensitive to change and responsive to changing goals, priorities, and needs.