Customer Experience Technician

SUMMARY:

The Customer Experience Technician supports daily facility and service operations by coordinating routine and escalated work orders, serving as a liaison between the Customer Experience team and internal departments. This role ensures clear communication, accurate data tracking, effective time management, and timely resolution of customer concerns while providing administrative, operational, and logistical support across the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Includes the following. Other duties may be assigned.

• Secure facilities daily by locking gates, activating/deactivating alarms, and ensuring all buildings and operational areas are properly secured.
• Conduct operational errands including bank deposits, departmental transactions, and hand-delivery of manual checks.
• Prepare meeting spaces and parking areas for board meetings and special events as directed by Administration.
• Maintain facility grounds, including trash receptacle placement, recycling management, and general upkeep.
• Coordinate with Customer Experience and internal departments to research, investigate, and resolve escalated customer requests.
• Serve as a technical resource regarding water distribution and wastewater collection systems, including valve configurations and meter-related issues.
• Plan and schedule routine and escalated work to ensure operational efficiency and productivity.
• Maintain and update service databases daily to ensure accurate tracking and reporting.
• Serve as liaison to outsourced call centers, contractors, and other external service providers.
• Provide field data and reports to the Customer Experience Manager regarding customer issues and complaints.
• Assist in gathering customer information and conducting follow-up as needed.
• Respond to internal and external customer complaints and inquiries related to field operations, meter issues, and usage concerns.
• Track and manage the meter downsize program, including processing applications, ensuring policy compliance, coordinating with internal departments, and maintaining accurate documentation and reporting.
• Manage and maintain flush valves throughout the water distribution system.
• Communicates with customers (internal and external) to address complaints associated with CWW activities.
• Works with Water Accountability and Meter Maintenance departments in coordinating and administratively supporting programs
• Generates reports of various types on weekly, monthly, and quarterly schedule. Generates non-standard reports as needed.
• Plans and schedules appropriate work orders for serviceperson in field for maximum efficiency and routing.
• Creates, enters, and assigns work orders and maintenance data into computer database; maintains and updates database daily.
• Receives and responds to customers' complaints/concerns and questions.
• From time to time, this employee may be called upon to perform other duties as deemed necessary by management.
• Provides tracking and control requests related to monthly/quarterly departmental budgets for review by department manager.
• Maintain confidentiality and ensure compliance with Columbus Water Works' data and information policies

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Knowledge of principles and practices of Water Distribution and Wastewater Collection, as applied to water works utility. Ability to operate computerized equipment. Ability to deal with customer and employee concerns in an effective manner. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION & EXPERIENCE:

Must have a High School Diploma or GED and possess a valid driver's license and a clean driving record is required. 5 years related experience or technical training related to customer service, water distribution, office management, computerized maintenance system operations, billing system operations or equivalent combination of education and experience. College or Technical School training courses in computer software courses and applications, preferred. Working knowledge of Microsoft Windows, Excel, Word, Access, and CIS Infinity, CityWorks, MS Projects, and additional database experience preferred. Extensive oral and written communication skills required, this position provides data and receives input from a wide range of audiences including customers, executive management, and other CWW employees. Ability to manage multiple tasks and meet deadlines in a fast-paced environment. Commitment to supporting a customer-focused culture and upholding the mission and values of Columbus Water Works.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write detailed reports and correspondence. Ability to effectively communicate with the Manager, Superintendents, Coordinators and other employees through all forms of communication devices.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as proportions, percentages, area, circumference and volume. Ability to compute rate, ratio, and percent and to draw and interpret various graphs and charts.

PHYSICAL DEMANDS :

• Work is typically performed in an office environment.
• Must be able to sit for extended periods and use a computer keyboard and monitor.
• Occasional lifting of files or materials up to 50 pounds may be required.
• While researching and resolving customer issues, technicians will be required to conduct or participate in field work, including coordinating with field crews, verifying service locations, observing meter or service conditions, and gathering on-site information necessary to accurately resolve customer concerns.

WORK ENVIRONMENT:

The work environmental 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, but on occasion will be required to visit job sites to view the work progress. While visiting job sites the employee will occasionally be exposed to heavy construction equipment, moving mechanical parts, fumes, loud noises or airborne particles.

JOB ANNOUNCMENT: 26-47

PAY GRADE: 10