Job Description

Job Information Job Title : Call Center Representative I Department : Customer Service Reporting Relationship : Superintendent-Call Center FLSA Status : Nonexempt Grade : E General Responsibilities Responsible for handling customer requests to begin and discontinue water service and customer inquiries regarding bills. Solve problems involving important issues from standard policies and guidelines. Assist day and night shifts in supporting customer service requests. Essential Job Functions Answer incoming calls and respond to callback requests regarding customer services providing excellent serviceAssist with walk-in customers promptly and provides a broad variety of information to customers regarding service or billingProvides customers with information and explanations regarding their billsProcess applications for new servicesEnter customer data into customer service, discontinue service, or update customer records Provide detailed information and instructions to requesting parties concerning services and billing information, ie, deposit requirements, rates meter reading, disconnect dates, and delinquent account data Initiate field service work orders to verify meter readings, conduct courtesy leak investigations, repair or service skills when adjusting Assist customer service personnel in checking, correcting, and updating recordsProvide backup support for other service areas, ie, switchboard, walk-ins and supervisor and department as needed Receive customers' information about main breaks to implement work orders for the Distribution department Reply to all assigned mail correspondence Set up, maintain and cancel accounts on bank drafts as requested by customers; handle all aspects of commercial and residential accounts placed in bankruptcy Demonstrate continuous efforts to improve operations; work cooperatively and jointly to provide quality service Perform all work safely in accordance with established safety policies and procedures Comply with all safety and health standards and guidelines issued by management Perform other duties as assigned.. Essential Job Functions Con't Essential Job Functions Con't Education High school diploma or equivalent required Experience One (1) year of customer service or call center experience required. A bilingual representative must speak two languages fluently (Spanish and English preferred). Certificates, Licenses, Registrations: Valid driver's license required Customer Service Certificate preferred Supervision None Physical Demands Ability to stand, walk or sit for extended periods Reaching by excreting hand(s) or arms(s) in any direction Finger dexterity is required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard Communication skills using the spoken word Ability to see within normal parameters Ability to hear within normal parameters Ability to move about Ability to lift 25 pounds Work Enviroment Moderate noise (business office)

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