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Customer Service Representative
2 months ago
Golden State Water Company is seeking a highly skilled and customer-focused Customer Service Center Associate to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving issues, and ensuring a positive experience for all interactions.
Key Responsibilities- Respond to customer inquiries and service requests via multiple channels, including phone, email, and online chat.
- Create and access customer records, research, and navigate through our Customer Information System (CIS) to resolve customer complaints and account discrepancies.
- Assist customers with online customer self-service and electronic payment portal system access, navigation, and resolving technical issues.
- Assign, track, and monitor on-cloud meter reading route downloads/uploads, provide assistance and support to users of the FCS Itron on Cloud software and smart devices.
- Analyze and edit meter read data, with appropriate follow-up action.
- Process customer payments accurately and prepare cashiers reports and deposits.
- Process new customer applications and renewals for various programs, including the Customer Assistance Program (CAP), hydrant meters, new services, backflow compliance, and fire flow tests.
- Dispatch service and trouble calls accurately and timely to field service personnel.
- Access and research field service orders, monitor Key Performance Indicators (KPI), and navigate efficiently through Mobile Workforce Management (MWM) system.
- Notify GSWC management team and other departments of emergencies such as water outages, main breaks, etc.
- Perform higher-level customer service center duties, including sharing knowledge and mentoring newly hired staff, responding to calls in the quality assurance and/or escalation phone skill sets, completing quality audit checklists as assigned by supervisor(s), communicating complex regulations, billing, and rate information to customers, and providing MWM and CC&B user support to Water Operations staff.
- High school diploma or equivalent.
- Two (2) years relevant work experience at GSWC or five years of customer service experience in a professional environment.
- Familiarity with utility or comparable service industry, contact center systems, and customer information system terminology.
- Must be proficient in computer skills, including Microsoft Office.
- Must be able to read and interpret documents such as regulations, procedure manuals, and rate schedules, etc.
- Must be able to demonstrate the ability to prioritize assignments and work in order of urgency and sensitivity.
- Proficiency in PC applications such as Windows, Word Processing, Spreadsheets, and Internet.
- Good written and verbal communication skills.
- Ability to communicate effectively with their supervisor, co-workers, and the public.
- Ability to perform basic mathematic functions, calculate figures, and reconcile account information.
- Bilingual skills may be required.
This position may require varied shift assignments based on business needs, including working in all weather conditions, during all hours of the day. Physical demands include but are not limited to standing, climbing, walking, lifting, bending, pulling, and/or pushing, grasping, reaching, stooping, and crouching, sitting, typing, walking, reading, writing, color determination, speaking, and listening for extended periods of time.
Qualities of a Successful Customer Service Center Associate- Trustworthy; strong personal integrity.
- Strong level of accountability and ownership.
- High-quality communication skills, both verbal and written (including email).
- Analytical and critical thinker.
- Ability to maintain strong relationships with field service personnel.
- Collaborative and team-oriented.
- Professional with internal and external customers.
- Customer service-oriented.
- Excellent multi-tasking, time management, and organizational skills.
- High degree of initiative; a self-starter.
