Customer Experience Specialist

4 weeks ago

Altamonte Springs, United States CORIX Group of Companies Full time

Who We Are Nexus Water Group is a leading regulated water and wastewater utility serving more than 1.3 million people across 20 U.S. states and 2 Canadian provinces. “Nexus” means connection. Through the essential water and wastewater services we deliver, we have a very personal connection to the people, businesses, and communities we serve. This is why our operations are locally led and managed. Every day, over 1,300 professionals deliver vital, safe, and reliable service through over 670 water systems and 360 wastewater systems. What We Offer Paid Time Off and Holidays : Starting at 3 weeks annually and paid company holidays. Comprehensive Benefits : The first day of the month after your start, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. Other great benefits include company provided life insurance and Employee Assistance Program just to name a few. 401(k) Program : Employer contribution. Employer contributions made to the 401(k) plan are vested at 100% and start 30 days after your start. Grow with us : Professional development opportunities through training, professional certifications, and education allowance. Employee Resource Groups (ERG) : ERGs are voluntary employee groups that form based on shared characteristics or backgrounds and are sponsored by the organization. Overview The Nexus Water Group team has an opportunity for a Customer Experience Representative . This role responds to inquiries received through phone, email, and/or written correspondence with customers by following standard scripts and procedures. The representative uses a computer system to track questions and answers as well as enter orders, and responds to inquiries requiring written responses with the use of standard form letters. This position works under direct supervision. Work Location and Schedule This position will be based in Altamonte Spring, FL. What You'll Do Answer all incoming calls from customers and resolve billing and service issues. Respond to customers via telephone, email, or written correspondence in a quick and accurate manner regarding routine customer requests, inquiries, and complaints; forward complex issues to Help Desk Resolution. Review and respond to customer correspondence. Generate field activities to document and take ownership of customer complaints to provide solutions. Act as a liaison between customers and service operators to resolve service issues and ensure customer satisfaction. Monitor system-generated shut-off field activities for non-payment; make payment plans in accordance with state regulations and company policy. Educate and transfer customers to make payments through MyUtilityConnect. Initiate and terminate service as requested. Review and understand accounts and take appropriate action to collect on debt owed to the company. Apply tariffs, and rules and regulatory requirements for all states, as required. Assist with account adjustments as necessary. What You'll Bring Experience 2-3 years of customer service experience. Education HS Diploma or GED. Nice to have Contact center related experience is preferred. Knowledge of commonly used concepts, practices, and procedures relating to customer service is helpful. Work Environment Light to moderate physical activity; requires normal hearing and vision. About Our Company We are a proud Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any characteristic or condition protected by Federal, state, or local law. We are an E-Verify participating employer. #J-18808-Ljbffr

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