Customer Service Center Systems Support Specialist

2 months ago

San Dimas, United States American States Water Full time

Golden State Water Company is one of the largest investor-owned water utilities in the United States. We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California. Golden State Water has been in business for more than 90 years because we put customers first.

POSITION DEFINITION:
Under the general supervision of the Customer Service Supervisor, the Customer Service Center Systems Support Specialist works in a support function to ensure the Customer Service Center’s call handling information is accurately captured and stored. This role requires a strong understanding of the department’s phone and recording system, ensuring the Customer Service Center’s goals for service level and customer satisfaction are achieved and upheld by maintaining call center system operations 365 days a year.

Accountability
The incumbent works in a fast paced work environment, supporting call center operations. Subsequently, the Customer Service Center Systems Support Specialist must be adept at trouble-shooting and providing timely resolutions to problems as they arise. The Analyst monitors phone systems and staff performance metrics to proactively identify issues, training opportunities and or recommended solutions.

Duties and Responsibilities
• Provides first level support for users; performs routine systems administration, troubleshooting, and maintenance tasks on call center systems including, but not limited to:
• Call Management Systems
• Workforce Management Systems
• Recording Systems
• Avaya Experience Portal for the Interactive Voice Response (IVR)
• Maintains and creates reports needed for effective call center planning and management such as:
• Forecasting
• Staffing
• Service level
• Quality assurance
• Performance measurements
• Together with the IT Department, supports in the administrative role for the phone and call recording systems
• Proactively notifies supervisor of situations that impact the accuracy and timeliness of customer information, bills or regulatory requirements
• Coordinates projects and acts as a liaison between the department and phone system vendors for the Customer Service Center and other departments as needed
Technical Knowledge and Competency Requirements
• Proficient in MS Office Applications, such as Excel, Word, PowerPoint, Access, etc.
• Strong written and verbal communication skills; solid presentation skills
• Experience in working in and/or supporting a customer service center

Minimum Qualifications
• High school diploma or equivalent
• Five years or more of progressively responsible experience in customer service and or call center operations
• Utility experience preferred

Qualities of a Successful Customer Service Center Systems Support Specialist
• Trustworthy; strong personal integrity
• Demonstrates strong level of accountability and ownership
• Executes with discipline and urgency
• Collaborative/Team oriented
• Emotional maturity
• Exhibits professionalism with internal and external contacts
• Organized with strong attention to detail and time management skills

May include but 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.

BENEFITS

Our Company supports our employees with rich benefit programs and resources to help them thrive today and prepare for tomorrow. Benefit options include medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents. We also offer paid vacation and sick time and twelve Company paid holidays per year. To help our employees plan for the future, we offer both a 401(k) retirement plan as well as a Defined Contribution Profit Sharing retirement plan. Additional benefits include life, AD&D, and LTD insurance as well as health savings account and flexible spending plans.

COMPENSATION INFORMATION

The compensation range provided is in compliance with state specific laws. Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors.

The responsibilities of this position will involve access to information that may be considered confidential, private and sensitive. Therefore, the individual filling this position will be required to both allow and pass a background check.

NOTE: Reasonable accommodations will be made to enable individuals with special needs to perform the essential functions.

  • Customer Service Center Associate

    4 weeks ago

    San Dimas, United States Golden State Water Company Full time

    Golden State Water Company is one of the largest investor-owned water utilities in the United States. We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California. Golden State Water has been in business for more than 90 years because we put customers first. Accountability The Customer Service Center...

  • Customer Service Center Associate

    4 days ago

    San Dimas, United States American States Water Full time

    Golden State Water Company is one of the largest investor-owned water utilities in the United States. We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California. Golden State Water has been in business for more than 90 years because we put customers first. Accountability The Customer Service Center Associate...

  • Customer Service Center Associate

    3 months ago

    San Dimas, United States Golden State Water Company Full time

    Golden State Water Company is one of the largest investor-owned water utilities in the United States. We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California. Golden State Water has been in business for more than 90 years because we put customers first. Accountability The Customer Service Center Associate...

  • Customer Service Center Associate

    1 month ago

    San Dimas, United States Golden State Water Company Full time

    Golden State Water Company is one of the largest investor-owned water utilities in the United States. We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California. Golden State Water has been in business for more than 90 years because we put customers first. Accountability The Customer Service Center...

  • Customer Service Center Associate

    1 month ago

    San Dimas, United States Golden State Water Company Full time

    Golden State Water Company is one of the largest investor-owned water utilities in the United States. We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California. Golden State Water has been in business for more than 90 years because we put customers first. Accountability The Customer Service Center Associate...

  • Customer Support Specialist

    4 hours ago

    San Diego, California, United States U.S. Legal Support Full time

    Job OverviewAre you passionate about delivering exceptional customer service and possess strong communication skills? Do you enjoy troubleshooting and assisting others?U.S. Legal Support is looking for a Customer Support Specialist who demonstrates excellent listening abilities, attention to detail, and proficient problem-solving skills. The responsibilities...

  • Customer Service Representative

    2 weeks ago

    San Antonio, United States Customer Service Representative Full time

    Seeking aCustomer Service Representative for a direct hire opportunity in San Antonio, TX for our client a Global Logistics Company that offers sophisticated logistical solutions backed by the world's largest global logistics network. Essential Duties and Responsibilities: Entering Shipment Orders intoproprietary Transportation Management System. Check...

  • Automotive Service Specialist

    5 days ago

    San Dimas, California, United States Tire Choice Auto Service Centers Full time

    Job OverviewPosition: Automotive TechnicianCompensation: $19.00-$32.00 per hour, commensurate with experience.Additional Compensation: Eligible for performance-based incentives.Company Overview:Tire Choice Auto Service Centers is a prominent name in the automotive service industry, operating numerous locations across the country. We pride ourselves on...

  • Customer Service

    3 weeks ago

    San Dimas, United States Christian Community Credit Union Full time

    Job DescriptionJob DescriptionAre you passionate about providing exceptional customer service and thrive in a fast-paced environment? Join our team as a Full-Time Customer Service/Call Center Representative at Christian Community Credit Union in San Dimas, CA. In this role, you will have the opportunity to assist our members with their banking needs,...

  • Global Customer Service Support

    3 months ago

    San Antonio, United States MILLENNIUMSOFT Full time

    Position : Global Customer Service Support – Technical Support Specialist Location : San Antonio, TX Duration : 6 Months Contract Total Hours/week :40.00 1st shift Description: Department Overview Client is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery,...

  • Automotive Service Specialist

    5 days ago

    San Dimas, California, United States Tire Choice Auto Service Centers Full time

    Job OverviewPosition: Automotive TechnicianCompensation: $19.00-$32.00 per hour, based on experience.Additional Compensation: Eligible for further incentives and bonuses.Company Overview:Tire Choice Auto Service Centers is a prominent player in the automotive service industry, operating numerous locations across the nation. Our commitment to excellence is...

  • Customer Support Specialist

    5 days ago

    San Luis Obispo, California, United States Advantage Answering Plus Full time

    Job OverviewWe are currently seeking Full-Time Customer Support Specialists at Advantage Answering Plus.As a Customer Support Specialist at AA+, you will deliver courteous, professional, and thorough assistance to our clients' customers. Utilizing exceptional customer service abilities, you will manage calls for a variety of sectors, including healthcare...

  • Customer Support Specialist

    2 hours ago

    San Luis Obispo, California, United States Advantage Answering Plus Full time

    Job OverviewImmediate openings for Full-Time Customer Support Specialists at Advantage Answering PlusAs a Customer Support Specialist at AA+, you will deliver courteous, professional, and thorough assistance to our clients' customers. Utilizing exceptional customer service abilities, you will manage calls for a variety of sectors, including healthcare...

  • Customer Support Specialist

    2 hours ago

    San Luis Obispo, California, United States Advantage Answering Plus Full time

    Job OverviewWe are currently seeking Full-Time Customer Support Specialists at Advantage Answering Plus.As a Customer Support Specialist at AA+, you will deliver friendly, professional, and thorough assistance to our clients' customers. Utilizing exceptional customer service skills, you will manage calls for a variety of sectors, including healthcare...

  • Customer Support Specialist

    5 hours ago

    San Luis Obispo, California, United States Advantage Answering Plus Full time

    Job OverviewImmediate openings for Full-Time Customer Support Specialists at Advantage Answering PlusAs a Customer Support Specialist at AA+, you will deliver courteous, professional, and thorough assistance to our clients' customers. Utilizing exceptional customer service abilities, you will manage calls for a variety of sectors, including healthcare...

  • Automotive Service Specialist

    1 hour ago

    San Dimas, California, United States Tire Choice Auto Service Centers Full time

    Job OverviewPosition: Automotive TechnicianCompensation: $19.00-$32.00 per hour, commensurate with experience.Incentives: This position is eligible for additional bonuses and incentives.Company OverviewTire Choice Auto Service Centers is a prominent name in the automotive service industry, dedicated to providing top-notch vehicle maintenance and repair...

  • Loan Services Customer Support Specialist

    6 hours ago

    San Marcos, California, United States Welk Resort Group Full time

    Position Title: Customer Service Loan SpecialistJob Category: Resort OperationsJob Details:Overview:The Customer Service Loan Specialist plays a crucial role in providing exceptional service to our valued clients. This position is responsible for managing inbound inquiries, understanding customer needs, and delivering effective solutions with a positive...

  • Customer Support Specialist

    10 minutes ago

    San Diego, California, United States SQM Sequenom Center for Molecular Medicine Full time

    Position Overview:SQM Sequenom Center for Molecular Medicine is looking for a dedicated Client Services Representative to enhance our Contact Center operations. This role primarily focuses on delivering exceptional support to our clients, including healthcare professionals and patients, ensuring their inquiries are addressed with precision and care.Key...

  • Customer Service Specialist

    5 days ago

    San Antonio, Texas, United States DOCUmation Full time

    Position Announcement Position: Customer Service Specialist Department: Administration Reports To: Service Center Supervisor Salary grade: DOE FLSA Status: Full Time / Non-Exempt / Hourly Description The Customer Service Specialist (CSS) serves as the primary point of contact for client support at DOCUmation. After gaining familiarity with our systems and...

  • Customer Support Specialist

    7 hours ago

    San Luis Obispo, California, United States Advantage Answering Plus Full time

    Job OverviewWe are currently seeking Full-Time Customer Support Specialists at Advantage Answering Plus.As a Customer Support Specialist at AA+, you will deliver courteous, professional, and thorough assistance to our clients' customers. Utilizing exceptional customer service abilities, you will manage calls for a variety of sectors, including healthcare...