Dispatch Assistant I

Job Title

Customer Service Coordinator

Job Description

Customer Service: performs customer service functions via various channels including but not limited to in person, telephone, chat, SMS, email; provides information and assistance related to service/repair requests, water quality, maintenance of water/wastewater infrastructure, status of repairs, or other issues; responds to routine questions/complaints, researches problems, and initiates problem resolution.

Dispatch: coordinates exchange of information between internal/external customers; dispatches information as received from customers and field representatives; communicates current status of work between customers, field crews, and appropriate internal departments; communicates frequently with Customer Support personnel regarding customer complaints or problems; communicates and coordinates with answering service; develops and conducts outbound notification campaigns.

Work Management: generates and processes service requests/work orders resulting from customer inquiries; maintains/updates those records; performs data entry into Computerized Maintenance Management Systems (CMMS); updates related records in the Customer Information System (CIS) as needed.

Special Programs: provides administrative support and knowledge of MPW's special programs (Service Line Care, Backflow, FOG) and utilizes the associated applications to administer these programs.

Reporting: Assists with preparing various reports regarding "Customer Response" activities.

Processes various documentation: processes requests from field crews to have utility locates performed prior to MPW performing an excavation; processes easement permit requests; notifies other utilities if MPW crews damage any of their services; Initiates damage claims resulting from wastewater backups, leaks, breaks, etc.

Receives or prepares various forms, reports, correspondence, statistical data, schedules, vendor listings, policies, procedures, manuals, maps, directories, reference materials, or other documentation; reviews, completes, processes, forwards or retains as appropriate.

Operates a personal computer, general office equipment, two-way radio, cell phone, or other equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, reporting, e-mail, Internet, or other computer programs.

Minimum Training and Experience

High school diploma or GED; supplemented by 1-3 years previous experience and/or training that includes customer service, clerical and administrative functions, and computer operations; or any equivalent combination of education, training, and experience that provides the required knowledge, skills and abilities.

Strong computer software proficiency required to include work management systems, customer information systems, enterprise contact center systems, all Microsoft Office applications. The position also includes some administrative responsibilities that require strong attention to detail.

Position also requires strong organizational skills, strong oral/written and electronic communication skills with the ability to communicate in potentially time-sensitive situations, ability to meet daily, weekly and monthly deadlines; and ability to establish/maintain effective working relationships with all employees, supervisors and external vendors/agencies.

Benefits

Health and Wellness

• Medical, dental, vision and prescription insurance (premiums 99% paid by MPW)
• Flexible spending accounts (healthcare and dependent care)
• Life insurance equal to 1 x annual salary
• Paid long-term disability benefits
• Affordable, optional benefits such as accident insurance, short-term disability, cancer insurance, and additional term/whole life insurance
• Wellness benefits provided at no cost to employees
• On-site fitness facility
• Employee assistance program with 12 paid therapy sessions per year

Financial Support

• Competitive salaries
• Promotional opportunities
• South Carolina State Retirement benefits with an 18.56% employer match
• 401(k) and 457 plans with a dollar-for-dollar 401(k) 4% match
• TEAM incentives

Professional Development

• Tuition reimbursement
• Training opportunities (available through Waterworks University)
• Licensure and certification reimbursement
• Participation in industry and professional associations

Time Away

• Generous vacation and sick leave
• 13 paid holidays (including one employee-choice floating holiday)
• Other paid leave such as bereavement, military leave and jury duty

Culture

• Close-knit work family
• Rooted in integrity, inspiration, innovation and involvement
• Committed to employee morale
• Frequent team-building events, competitions and activities
• Voted #2 Best Place to Work in South Carolina