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Associate Customer Service Representative

2 months ago

Chico, United States California Water Co Full time

California Water Service

Job Description:

The Associate Customer Service Professional provides exceptional customer service inperson via phone, web, e-mail, and chat using proper etiquette, professional language andgrammar.

At California Water Service, we are passionate about delivering exceptional customer serviceexperiences to each and every customer we serve. Our talented Customer ServiceProfessionals possess many key attributes that help them exceed customer expectations. They demonstrate empathy and compassion for all of our Cal Water customers and seekways to go above and beyond customers' expectation. They convey a positive attitude, takeinitiative and ownership in solving service challenges, and demonstrate the highest integrityand professionalism. Internally, our Customer Service Professionals build trust as they workas "one team" with their peers and leadership. Externally, they are extraordinary brandambassadors who are instrumental in building customer loyalty by providing excellentservice. This position will be located in Chico, CA.

ESSENTIAL JOB FUNCTIONS:

  • Understand customer service and business operations to fully resolve customer needsandprovide superior customer experiences by customer contact means

  • Provide customer service addressing customer requests or inquiries concerning services,water quality and billing

  • Responsible for scheduling and follow up of service/emergency requests

  • Generate and complete: work orders, emails, document customer accounts and performdata entry as needed

  • Perform tasks associated with daily/monthly/quarterly/annually reports and accountexceptions

  • Provide customers with information regarding Company programs and services.

  • Communicate with outside agencies and departments for service efforts.

  • Communicate between regional customer support centers and local districts.

  • Perform tasks associated with dispatching

  • Create and complete service orders as needed

  • Perform activities related to meter reading functions to include route assignment and dailyauditing using Field Collection System Application (FCS) including AMR and AMI

  • Research and a complete daily billing exceptions and approve sample bills

  • Prepare bank deposit and daily cash report

  • Payment processing/cashiering

  • Monitor and follow up on account with past due balances

  • Perform data entry for the Cross Connection Control program as well as printing andmailings as needed

  • Maintain customer service records

OTHER DUTIES AND RESPONSIBILITIES:

  • Other duties as assigned

  • Social media inquiry follow up

QUALIFICATIONS/REQUIREMENTS:

  • Assist customers with a variety of transactions through a seamless and friendlyexperience

  • Defuse customer situations and provide resolution in a timely and effective manner

  • Ensure the security and privacy of customer information through education, complianceand resolution of issues

  • Proficiency in multiple operating systems such as Microsoft Office and Oracle CustomerCare & Billing, Field Collection System Application (FCS)

  • Clear, effective communication with strong interpersonal skills

  • The ability to prioritize multiple tasks in a fast paced environment

  • Ability to perform basic mathematic functions, calculate figures, and reconcile accountinformation

  • Proven ability to maintain a high level of accuracy, attention to detail, and handlemultiple priorities.

  • Day travel may be required within the respective region for training and/or team building

Salary Range: $27.47 - $32.07

Deadline to submit resume is: Friday, August 9, 2024.

The Equal Opportunity Policy of the Company is based upon the philosophy that all people should be treated fairly and with dignity. California Water Service, Hawaii Water Service, New Mexico Water Service, Texas Water Service,and Washington Water Servicedo not discriminate against any applicant or employee because of race, color, religion, sex, national origin, or any other protected class. The Company makes all employment decisions in a non-discriminatory manner. EOE, VET, DISABILITIES.