WaterOne’s Customer Representatives are the frontline of our company.  This team provides assistance to our valued customers using knowledge of multitude of systems of resources, as well as a large body of corporate knowledge to provide timely and accurate responses to customers via phone, email, and case management. Our Customer Representatives are the Experts at providing critical information, identifying and researching complex issues, troubleshooting and solving problems, all while maintaining a supportive, empathetic relationship with WaterOne’s customers.  

WaterOne is an independent public water utility. We’ve been proudly serving the Johnson County, Kansas area since 1957. Every day, nearly 455,000 customers rely on WaterOne to provide fresh, clean water on demand. It’s a responsibility we deliver on. Our passion is water, because water touches everything we care about: family, health, safety, and community. We serve our community by bringing award-winning water to their homes, businesses, and public places.

WaterOne provides competitive benefits and compensation ranges.  Selected candidates are placed in the position’s pay range based on their qualifications.

Pay Range:  From $19.86/hr

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Adhere to assigned work schedule and meet or exceed performance and quality standards as outlined on the call, case, and email scorecards.
• Use customer service skills to optimize the opportunity for each 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.
• For each customer contact, update/confirm customer information and create notifications and customer notes.
• Follow up with customers on outstanding items.
• Utilizing a developed general knowledge, accurately communicate to customers the details regarding their service, such as rate changes, billing inquiries, and service interruptions.
• Handle special projects as assigned.
• Perform other job duties as assigned.

Required Education, Skills & Experience

• High school diploma or GED plus two years inbound customer service experience and two years general office experience. An equivalent combination of education and experience may be considered in meeting the education and experience requirements for this position.
• Obtain a thorough understanding of WaterOne rules, regulations, and other standards as they apply to customers.
• 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.
• Proficient in using the Microsoft Office suite of applications, including Word, Excel, Outlook, and PowerPoint.
• Previous knowledge with online Customer Information Systems (CIS). Knowledge of Customer Relationship Management Systems (CRM) a plus.
• Must be detail-oriented and maintain a high level of accuracy.
• Able to perform basic math skills.
• Excellent problem-solving ability.
• Ability to acquire general knowledge of water utilities.
• Possess good work habits and continuously meet attendance expectations.
• Understands the need for and readily accepts continuous performance feedback.
• Availability 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.)

Preferred Education, Skills & Experience

• Some college credit with emphasis in business.
• Experience with the creation and adherence of quality standards and guidelines.
• Participation in the rollout of new systems, including performing user acceptance testing.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee must be able to move or transport items weighing up to 20 Ibs. occasionally. The employee must be able to use a computer for multiple hours a day. The employee must be able to move occasionally from one location to another or be able to remain in a stationary position for up to several hours a day. The employee must be able to use office productivity equipment such as a calculator, printer, and copy machine.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually

moderate.

Complete job description is available upon request and will be provided during the selection process.