Customer Service Representative

Complete Description:

Primary Role:

Responsible for responding to customer inquiries with courtesy and professionalism.

Responsible for addressing customer concerns efficiently and completely via the telephone and correspondence as appropriate.

Key Accountabilities:

· Receive inbound calls from customers related to services provided. Clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns. Track and document customer contacts.

· Remain accessible to achieve appropriate adherence levels. (10%)

· Maintain a high level of application, process, and water utility knowledge. Maintain a courteous and knowledgeable appearance to the customer.

· Handle difficult calls and avoid escalation whenever possible.

· Continuously improve call handling skills, systems knowledge, and communications skills, enhancing customer service levels. (10%) Identify and relay to team leader areas for improvement within the customer inquiry and concern resolution processes. (10%)

· Provide exceptional service to the customer that meets or exceeds all contractual service level agreements. (10%)

· Issue and maintain service orders. (10%)

· Support and sustain a positive environment that fosters team performance and individual excellence. (10%)

· Be receptive to performance feedback and continuously seek to improve

Own skills.

· Maintain adherence to all policies, procedures, programs, standards of

· performance and approved business objectives including those involving

· affirmative action, communications, community relations, human

· resources, labor relations, health and safety, and security. (40%)

Knowledge:

· Personal computing experience, including Microsoft Office applications.

Experience:

· Two (2) years’ experience in related business environment.

· You MUST be available to work any shift that is assigned to you. This shift could include working nights and/or weekends.

· As a member of this unit, you will be eligible to participate in a shift bid, which occur every 6 months.

· OT may be requested or required.

· Training will be conducted from 7:30 AM- 4PM, Monday thru Friday for 8 – 10 weeks.

· Training standard work week is 40 hours.

All your information will be kept confidential according to EEO guidelines.