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Description
Summary/Objective
The purpose of this position is to master a variety of online tools, as well as a large body of corporate knowledge, and to be able to provide accurate responses to customers via phone, email, in person, or through case management. The Customer Service Representative will follow operating procedures by addressing customer questions and providing solutions in a timely and professional manner. The incumbent is expected to be adept at handling complaints, probing for issues, troubleshooting, and solving problems using critical thinking skills, all while maintaining a supportive and empathetic relationship with the customer and internal stakeholders.
Part-Time Schedule: Monday-Thursday, 9:00 a.m. - 3:00 p.m.; Friday, 9:00 a.m. - 2:30 p.m.
Pay range for this position is $22.18 to $27.72/hr. Compensation for the selected candidate will depend on qualifications and experience as related to the position requirements
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Handles inbound phone calls from customers while using customer service skillset to address customer concerns and complaints, resolve issues preventing customer escalation, as well as optimize the opportunity for each contact and educate the customer about the organization's services.
• Makes outbound phone calls to customers and internal stakeholders following up on outstanding customer service inquiries and next steps to achieve a resolution.
• Achieves and maintains key KPIs for individual and team performance reflecting WaterOne's high rate of customer satisfaction.
• Issues, tracks, updates, processes, and completes notifications and work orders within WaterOne's enterprise application software with a commitment to documentation excellence.
• Adheres to assigned work schedule and meet or exceed performance and quality standards as outlined on the call, case, and email scorecards.
• Works on customer service issues via a case management system, or a contact center application.
• Utilizes a developed general knowledge to accurately communicate to customers the details regarding their service, such as rate changes, billing inquiries, and service interruptions.
• Promptly vets and schedules/dispatches leak crews, new service inspectors, valve crews, line locators and hydrant crews and document accordingly.
• Serves as WaterOne contact to process notifications for government entities, city personnel, contractors, and the public requiring service from Distribution teams.
• Uses judgement to appropriately prioritize and communicate emergency and outage notifications to stakeholders and dispatch necessary personnel to respond.
• Works on customer service issues via email, a case management system, or a contact center application.

Other Duties

• Aid with back-office functions as designed.
• Handle special projects as assigned.
• Perform other duties as assigned.

Customer Service Commitment
WaterOne employees shall continuously strive to meet or exceed the expectations of both their internal and external customers. Questions and concerns shall be acknowledged on the same day whenever possible, but no later than the next business day. Issues shall be resolved as promptly as possible, with the goal of maximizing customer satisfaction.
Core Competencies
These key core competencies are expected to be demonstrated by each employee at WaterOne:

• Communicates Effectively - Demonstrates ability to listen and express oneself effectively and shares information as appropriate for the position needed to perform the job effectively.
• Conscientiousness - Expresses the motivation to perform one's job in a careful, thorough way that adheres to the standards of honesty and integrity.
• Customer Focus - Demonstrates a concern for satisfying both internal and external customers and builds collaborative relationships with customers and stakeholders.
• Interpersonal Savvy - Demonstrates the ability to effectively coordinate with others to achieve goals and solve problems by maintaining flexibility and open mindedness.
• Problem Solving/Drive for Results - Demonstrates the ability to find solutions to complex problems and consistently achieves results, even under tough circumstances.

Position Competencies
In addition to the core competencies, these key competencies are expected to be demonstrated by each employee in this position:

• Adaptability and Flexibility - Adapts to changing business needs, conditions, and work responsibilities.
• Dependability - Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight.
• Billing Systems and Procedures - Demonstrates expertise in explaining customer bills, company policies, and identifying customer problems.
• Researching Information - Identifies, collects, and organizes data for analysis and decision-making.
• Safety and Security Focus - Adheres to all workplace safety and security policies, standards, and practices.

Supervisory Responsibility

• None

Required Education & Experience

• High school diploma or GED.
• Three years of office experience, including experience in an inbound call center, dispatch center, or similar customer service environment.

Required Knowledge, Skills, and Abilities

• Reflect a professional and cordial image to customers and employees on the phone and/or in person.
• Proficiency in Microsoft Office Suite with emphasis in Excel, Word, and Outlook.
• Proficiency or ability to become proficient in the use of SAP, GIS, and AIMS software applications.
• Critical problem-solving skills and attention to detail with a high level of efficiency.
• Superior communications skills and the ability to maintain composure in higher-pressure situations.
• Excellent reading comprehension, accuracy and situational judgment.
• Organized approach to maintaining priorities and superior time management skills
• Proficiency or ability to become proficient in the knowledge of the WaterOne service area including city boundaries, street names, and street locations.
• Organized and flexible, able to handle multiple projects and move easily from one function to another, occasionally under hectic conditions.
• Maintain a good working relationship with all levels of personnel at WaterOne, customers, contractors, plumbers and visitors.
• Ability to work overtime in certain situations.
• Ability to successfully complete a pre-employment drug screening and background verification in accordance with WaterOne standards.

Preferred Qualifications

• Two years of college course work, including courses relevant to business, utility, or construction environments.
• Knowledge of field work in a utility or construction-related business.
• Experience with WaterOne materials, field procedures, terminology, facilities, policies, and functions.
• Bilingual (Spanish preferred).

Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may occasionally lift/or move up to 5 pounds rarely. The employee would rarely work inside and outside WaterOne facilities and structures. Outside working conditions are dependent on the weather, which involves extreme heat (above 90 degrees) in the summer and cold in the winter (below freezing). Some work may be in non-heated and non-air-conditioned structures. This position would rarely require the toleration of noise levels that are generally minimal but may be excessive for brief periods of time (hearing protection is provided).
The employee must be able to remain in a stationary, standing and/or sitting positions for up to several hours a day. They must be able to constantly operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer. They must also be able to move from one location to another. The employee must possess specific vision abilities required for this job including close vision, distance vision, color vision, depth perception, ability to distinguish colors, and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment for this position is a typical office setting. Employees will be expected to work in a professional office environment that includes tasks performed at a desk, using standard office equipment such as computers, phones, printers, and filing systems. The noise level in the office work environment is usually minimal except when less frequently working in the field or production environment.
Equal Opportunity EmployerWaterOne is an equal opportunity employer and upholds a non-discrimination policy. We prohibit discrimination on the basis of race, national origin, gender, sexual orientation, religion, disability, age, military status, or marital status in making employment and business decisions. We also prohibit harassment and retaliation in the workplace and in our dealings with the public. We encourage and welcome diversity of backgrounds in our workforce. WaterOne complies with the Immigration Reform and Control Act (IRCA).
Complete job description is available upon request and will be provided during the selection process.