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.
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.
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