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Customer Service Representative
2 months ago
Duration: Long-term
Location: Remote
Shift Time: Flexible
Role and Responsibilities:- Customer Service Expertise: Provide exceptional customer service by responding to inquiries and resolving issues in a timely, accurate, and complete manner.
- Account Management: Review and analyze complex residential and commercial property billing, modify customer accounts and billing, and initiate adjustments as needed.
- Communication Skills: Interact with customers through multiple channels, including phone, email, and in-person, to schedule and process meter readings, process payments, and provide information on Bay Fee Exemption or Customer Assistance Program (CAP).
- Technical Troubleshooting: Identify and troubleshoot technical issues, including handling inquiries and resetting customer passwords for iCare.
- Knowledge and Skills: Stay informed on WSSC Water business operations, educate and advise customers on water and sewer tips, and staff the One-Stop Shop.
- Work Environment: Ability to sit and wear a headset for extended periods of time.
- Knowledge, Skills, and Abilities: Knowledge of business English, grammar, and usage; superior customer service and empathy skills; excellent interpersonal, listening, communication, and critical thinking skills; ability to perform basic mathematical calculations; ability to effectively problem-solve basic to moderately complex customer issues and complaints.
- Technology and Systems: Ability to learn communication systems, such as radio dispatch console equipment and operating procedures; ability to learn Customer Service Information System (CSIS), Maintenance Management Information System (MMIS), and Permit Processing Information System, Geographical Information System (GIS), Internet; and WSSC Water's collection and distribution systems.
- Communication and Interpersonal Skills: Ability to communicate clearly and effectively, both verbally and in writing; ability to multi-task and work in a high-volume, fast-paced environment; ability to pay strict attention to detail; ability to communicate with customers patiently and politely even in difficult times.