Call Center Customer Service Representative

SD1, a public utility that is responsible for the collection and treatment of Northern Kentucky’s wastewater, as well as regional storm water management, now has an opening in the Administration Division – Finance Department for a Call Center Customer Service Representative. This position will report directly to the Customer Service Coordinator.

Position Summary

Call Center Customer Service Representatives provide direct customer service, primarily through inbound telephone contact, related to sanitary and storm water services and accounts. This position will include handling customer accounts or billing inquiries to provide a resolution and address customer concerns. It may include face-to-face customer service delivery at the front counter which involves handling bill payments and coordinating visitor activities as guests enter and leave building.

Essential Duties

· Utilize exceptional verbal and written communication skills to communicate with both internal and external customers effectively and professionally

· Understand, apply, and effectively communicate SD1 Rules and Regulations for both wastewater and storm water services

· Answer incoming customer calls promptly, knowledgably, and professionally

· Research and interpret customer account history to resolve billing questions or complaints

· Understand and utilize system databases to assist with troubleshooting customer inquiries and emergency trouble call routing

· Resolve customer inquiries and complaints efficiently and courteously

· Utilize Microsoft Office suite (Word, Excel, Outlook, OneDrive) daily to assist with customer communications and department reporting

Required Education, Training and Skills:

High school diploma or GED and one-year related customer contact center experience

Knowledge, Skills, and Abilities:

· Professionalism – remain calm, professional, and positive through difficult situations

· Communication Skills — ability to effectively convey relevant information through both written and verbal communication

· Quality & Customer Service – makes internal and external customer service a top priority by always demonstrating superior service

· Active Listening – listens to understand customer’s perspectives, issues, and concerns before responding

· Customer Rapport – Quickly and effectively acts to solve customer issues and concerns

· Ethics & Integrity – demonstrates responsibility towards the company, its property, co-workers, and customers and treats all with fairness and respect

· Flexibility and Adaptability – exhibits the ability to adapt quickly and positively to changes in the work environment

· Interpersonal Ability – builds rapport and positive working relationships

· Judgement – makes sound decisions in carrying out job responsibilities

· Attention to Detail – must have a strong focus on paying attention to even minor details

· Technology – proficient ability to use Microsoft Office suite, Google Apps, utility billing system, knowledge of water district systems/information available, and knowledge of the county PVA systems/information available

Equal Opportunity Employer – M/F/V/D

Job Type: Full-time

Salary: From $18.25 per hour

Benefits:

- Medical, Free Dental, on site clinic with a real doctor, state pension plan, 401k, live insurance, tuition reimbursement, Long Term Disability, voluntary life, additional voluntary insurances, vacation time, sick time, floating holiday, 10 paid holidays, many more benefits.

Schedule:

- Day shift

- Monday to Friday

Education:

- High school or equivalent (Preferred)

Experience:

- Call Center: 1 year (Required)

Work Location: 1045 Eaton Drive, Ft. Wright, KY 41017

Job Type: Full-time

Pay: From $18.25 per hour

Expected hours: 40 per week

Benefits:

- 401(k)

- Dental insurance

- Health insurance

- On-the-job training

- Paid time off

- Professional development assistance

Work Location: In person