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Compliance Representative

2 months ago

Mechanicsburg, United States Ohm Systems Full time
Job DescriptionJob Description

Summary: The Customer Service and Collections Specialist is responsible for managing customer inquiries, investigations, and follow-ups related to billing disputes and quality of service issues. This role involves providing excellent customer service, responding to PUC complaints, and maintaining accurate customer account information. The specialist works closely with call centers, internal stakeholders, and PUC Investigators to resolve complaints and support the company's position.

Position Info:

  • Title: Compliance Representative
  • Client: American Water
  • Duration: 12 Months
  • Location: 852 Wesley Drive Mechanicsburg PA 17055

Responsibilities:

  • Research customer accounts using ORCOM and update information accurately.
  • Work with call centers to investigate and resolve customer complaints.
  • Prepare and analyze Informal Complaint Reports for accuracy.
  • Write responses to PUC supporting the company's position and discuss open complaint cases with PUC Investigators.
  • Utilize active listening skills to understand and resolve customer inquiries and concerns.
  • Involve team liaison in unresolved customer service situations.
  • Maintain high product and process knowledge and educate customers on services.
  • Master desktop solutions and applications, including ORCOM, Word, and Excel.
  • Handle difficult issues to avoid escalation and provide exceptional service.
  • Execute process improvements and enhancement programs.
  • Foster a positive environment that supports team performance and individual excellence.

Skills/Qualifications:

  • High School Diploma, GED, or equivalent.
  • General understanding of water utility field operations and the business implications of customer service decisions.
  • Working knowledge of customer recordkeeping and billing processes.
  • Strong computer skills in a business environment.
  • Experience in customer service or compliance (minimum of 3 years).

Key Accountabilities:

  • Research and update customer accounts (10%).
  • Investigate and resolve complaints with call centers (10%).
  • Prepare accurate Informal Complaint Reports (10%).
  • Write and handle responses to PUC complaints (10%).
  • Interface with customers regarding credit and collections issues (10%).
  • Provide exceptional customer service and meet contractual service level agreements (40%).