Employment Opportunities  >>  Human Services

Customer Care Representative, Senior (Quality Lead)


Posted: Jul. 11, 2019

End Date: Aug. 11, 2019

Purpose of Classification:

The purpose of this classification is to provide information and customer service regarding County water utility services; address the most complex customer service issues; and provides lead guidance, direction, and training to other Customer Care Representatives.  

Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Leads and coordinates daily work activities of assigned co-workers; confers with supervisor to obtain direction regarding work assignments and priorities; organizes tasks in order to complete assigned work; monitors status of work in progress and inspects completed work; confers with co-workers; assists with complex/problem situation; provides technical expertise; assists with training and instructing co-workers regarding operational procedures and proper use of equipment; and assists with supervision of co-workers by reporting employee problems and providing input on disciplinary action and employee performance evaluations.

Performs customer service functions; provides information/assistance regarding water, sewer, sanitation, or other services, procedures, documentation, fees, or other issues; distributes forms and documentation; responds to routine and complex questions or complaints; researches problems/complaints; and initiates problem resolution.

Analyzes customer accounts; receives and reviews billing charges, meter readings, and service issues; performs calculations to resolve seasonal billing questions, tiers, and consumption; identifies errors and problems; initiates problem resolution; and maintains and updates all files and accounts.

Enters new accounts, connections/disconnections, work orders, re-reads or other requests in department computer systems; assists customers in identifying needed services; provides information regarding services and fees; inputs data; and creates and updates work orders.

Minimum Qualifications:

High school diploma or GED required; three years of experience in customer service or related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Specific License or Certification Required:  None.


 Additional experience includes:

- Monitor inbound & outbound calls

- Assess technical accuracy, customer service performance

- Assess conformity to company policies & procedures

- Contribute to the design of call monitoring formats & quality standards

- Provide trend data to Management team

- Track team and individual performance

- Call recording/monitoring software

- Facilitate call calibration sessions

- Proficient with Microsoft Office (intermediate word, basic excel)

- Avaya & Calabrio a plus