WaterOne

Customer Representative

US-KS-Lenexa
2 weeks ago(1/10/2018 8:53 AM)
ID
2018-1229
# of Openings
1
Category
Customer Service/Support

Overview

The Customer Representative is required to master a variety of online tools, as well as a large body of corporate knowledge, to be able to provide timely, accurate responses to customers via phone and email. The Customer Representative will follow operating procedures by addressing customer questions and providing solutions in a timely and professional manner. The incumbent is expected to be adept at handling complaints, probing for issues, troubleshooting and solving problems, all while maintaining a supportive, empathetic relationship with the customer.   

Responsibilities

  • Adhere to assigned work schedule and meet or exceed performance standards as outlined on the scorecard. Measureable items will include, but not be limited to, call quality and tone, effectiveness of problem resolution, thoroughness of responses and documentation and other key performance indicators in place at the time of the call.*
  • Use customer service skills to optimize the opportunity of each appropriate contact to educate the customer about the organization’s services.*
  • Address customer concerns and complaints and take appropriate action to resolve issues without customer escalation.*    
  • Must maintain composure during periods of high call volumes and emergencies.
  • Update online cus­tomer files by processing name, billing address, telephone numbers, payment arrangement contacts, and other related customer account information changes.*    
  • Create notifications and customer contacts for check reads related to high bills, complaints, leak investigations and service orders.*
  • Create miscellaneous posts, transfer postings, and refunds for active and final accounts.*
  • Processes online bill payments for customers.*
  • Enter readings and notes from field service orders into the Customer Information System (CIS).*
  • Follow up with customers on the calculation of high bill adjustments; explain the reason for making, or not making the adjustment, and create necessary contacts and entries into CIS.*
  • Handle special projects as assigned.
  • Must develop a general knowledge of and be able to accurately communicate to customers details about WaterOne issues such as pertinent water regulations and standards, rate changes, mergers, service interruptions, and capital improvements.*
  • Perform other job duties as assigned.

Qualifications

  • Must be a high school graduate or have a GED; prefer some college credit with emphasis in business.
  • Requires two years inbound customer service experience.
  • Requires two years general office experience.  Note: An equivalent combination of education and experience may be considered in meeting the requirements of qualifications 1-3.
  • Must have the ability to obtain a thorough understanding of WaterOne rules, regulations, and other standards as they apply to customers.
  • Must have superior verbal communication skills, both in person and over the telephone.  Must have proven customer relations skills.  Must have good business writing and listening skills.
  • Must be proficient using the Microsoft Office suite of applications, including Word, Excel, Access, Outlook, and PowerPoint.
  • Experience with enterprise resource planning (ERP) software such as SAP is preferred.
  • Must have experience with online Customer Information Systems (CIS) and a working knowledge of Customer Relationship Management Systems (CRM).
  • Must become familiar with enterprise wide integrated HR, Accounting, Workflow Management & Maintenance Management, and Supply Chain Management system.
  • Must be detail oriented and maintain a high level of accuracy.
  • Must have good basic math skills.
  • Requires excellent problem solving ability.
  • Must have or be able to acquire general knowledge of water utilities, plumbing, and plumbing fixtures.
  • Must have or be able to acquire a good understanding of the roads within WaterOne’s service area.
  • Must have good work habits and continuously meet attendance expectations.
  • Must be available to work overtime as required during emergency situations.
  • Must pass post offer medical exam, including drug screen and background verification (may not apply to current employees.)

PHYSICAL JOB REQUIREMENTS:

  • Must be able to move or transport items weighing up to 20 lbs. occasionally.
  • Must be able to use a computer for up to several hours a day.
  • Must be able to move from one location to another occasionally.
  • Must be able to use office productivity equipment such as a calculator, printer, and copy machine.
  • Must be able to remain in a stationary position for up to several hours a day.

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