Customer Care Coordinator

Are you passionate about providing exceptional customer service and making a meaningful impact in your community? Parker Water & Sanitation District is seeking a dedicated and detail-oriented Customer Care Coordinator to be the friendly and knowledgeable first point of contact for our customers. In this vital role, you’ll help ensure our residents receive timely, accurate, and courteous support while assisting with account management, billing inquiries, and service coordination.

If you thrive in a collaborative environment, enjoy problem-solving, and take pride in delivering outstanding service, we’d love to hear from you!

General Statement of Duties

This non-exempt, full-time position is responsible for providing customer service and administrative support. Responsibilities include serving as a primary customer interface for the District, performance of general office activities, and performing Customer Service, Billing, and/or Field Service administrative related tasks as assigned by the Billing & Customer Care Supervisor. This position performs duties in a manner consistent with the stated vision, mission and values of the District.

Supervision Received

Works under the direct supervision of the Billing & Customer Care Supervisor and the general supervision of the Customer Relations Manager.

Primary Duties and Responsibilities

- Provides service to visitors, guests, customers, and employees in person, by email, or on the telephone. Supports visitor security protocols and manages security gate access to District facilities per protocol.

- Provides general information to customers regarding District services, projects and activities.

- Provides back-up support for lobby reception at PWSD Headquarters. Reception support includes, but is not limited to greeting and directing visitors, managing guest badging and access, receipt and logging of bid packets, and performing shipping and receiving duties (including mail distribution).

- Performs general clerical duties such as filing, scanning, generation and mailing of letters/communications and reports as directed.

- Provides a high level of customer service to internal and external customers. Customer service activities include fielding customer inquiries, providing information on a variety of District topics, scheduling appointments as directed, handling responses to daily customer issues (verbal, online and written communications), and explaining PWSD policies, processes and procedures.

- Fields incoming telephone calls, handling or directing them to the appropriate party per triage and customer care protocols. Directs in-office customers to appropriate staff members, subject matter experts, and/or online services according to District customer care protocols and procedures.

- Provides support for billing related customer activities including calls, emails, customer account management, payment processing, and bulk water permitting. This includes accepting and processing in-office payments for accounts, test fees, inspection fees, etc. per District procedures.

- Generates, manages and schedules service orders for meter set appointments, customer care appointments, and for Field Services inspections and responses.

- For the Billing Department, tracks and manages meter sets, third-party water/sewer line inspection reports, re-inspections, tap fee verifications, and pre-meter account conditions.

- Conducts main office bulk water/hydrant meter services, including handling inquiries about hydrant meter equipment rentals and returns, preparing hydrant meter and bulk station permits, identifying customer/account/meter issues for the account manager, and assisting the account manager as necessary to ensure accurate billings.

- Provides assistance to customers regarding online billing, account and water management services.

- Provides support for laboratory and engineering related activities per District protocols and accepts payments for laboratory and engineering services.

- Manages contact with the public as necessary for management and executive staff, which may include directly contacting management and/or executive staff, and/or interaction with other designated administrative support staff.

- Reviews and accepts account final orders and status inquiries from title companies.

- Provides support for Water Conservation Program related activities including responding to customer inquiries regarding restrictions, rebates, audits and other related program activities.

- Maintains metrics, assists with policy development, performs research, and executes special projects as assigned.

- Works collaboratively with the Billing Team to provide professional and extraordinary service in support of the PWSD Billing and Customer Service Mission.

Other Functions

- Assists with office equipment maintenance, supply ordering and inventory.

- Assists the Field Services Team and Cross-Connection Control Technician as needed.

- Assists with receipt of payment for system development fees.

- Attends technical and safety training meetings, courses and seminars as required.

- Performs routine physical cleanup and housekeeping of work areas and equipment.

- Performs other duties as assigned.

Knowledge, Skills and Abilities

- Strong customer service skills including listening, solution development, conflict resolution, negotiation skills, exceptional communication, multi-tasking and organizational skills.

- Strong computer knowledge including, but not limited to Microsoft Word, Excel, Outlook and call management solutions, utility billing and service/work order solutions.

- Strong knowledge of business English and math, including averages and percentages; office practices and procedures; and advanced customer service and billing functions and knowledge of accounting principles.

- Strong ability to enter, record, and interpret data and information.

- Strong knowledge of District Rules and Regulations, policies, procedures, guidelines, and activities.

- Ability to operate a variety of office equipment, including a scanner, copy machine, 10-key calculator and other related office equipment.

- Ability to establish and maintain effective working relationships with employees and customers; communicated effectively both orally and in writing; handle stressful or sensitive situations with tact and diplomacy; ability to establish and maintain schedules; ability to compile and prepare reports; ability to organize activities in accordance with priorities, address multiple demands and meet deadlines.

- Ability to maintain confidentiality of files and information.

- Ability to communicate with and work effectively with managers, supervisors, co-workers, customers, visitors and deal tactfully with the public.

Qualifications / Experience

- A minimum of 3 years of experience in high level, professional customer service, including specific experience with reception, call management, and customer response management. Experience in the water/wastewater utility industry is preferred.

- High School diploma or GED required. Associate degree or similar education/certification preferred.

- Exceptional customer services skills and focus, demonstrating an ability to provide excellence in customer service to internal and external customers.

- Experienced with payment processing and cash management.

- Demonstrated ability to work in a fast-paced environment and able to multi-task.

- Demonstrated ability to deal appropriately with conflict.

- Enthusiastic team player, capable of demonstrating initiative, and self-motivation.

- Ability to communicate effectively in verbally and in writing, with attention to detail and accuracy.

- Ability to effectively and efficiently plan and organize daily activities and projects, set priorities, meet deadlines and work under pressure.

- Must have a Motor Vehicle Record within the Acceptable or no less than Borderline rating according to the Vehicle Policy.

Working Conditions/Physical Activities

- Monday through Friday, 7:30 am - 4:30 pm is the usual schedule. Occasional overtime may be required.

- Standard office work environment with constant interruptions and deadlines; mostly sedentary work.

- Involves substantial amount of contact with the public and District employees. Will handle large quantity of customer inquiries via email, phone and in person, some of which may be adversarial.

- Operation of computer and 10-key for prolonged periods.

- Vision is needed for reading, recording and interpreting information; speech and hearing are used to communicate with customers and other employees over the telephone, on a two-way radio and in person.

- Light physical effort requires handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently.

Parker Water & Sanitation offers a robust benefits program including:

- Low-cost health premiums

- 100% District paid dental and vision insurance

- District HSA contribution for those on our HDHP insurance

- Social Security Replacement program – 401(a)

- 457 (b) retirement plan with District match up to 5%, fully vested right away

- 100% District paid Short- and Long-Term Disability

- 100% District paid Life and Disability Insurance (2x annual salary)

- Tuition Reimbursement up to $5250 per year

- Employee Wellness program

- Public Service Student Loan Forgiveness eligible employer

For a more in-depth overview of the many benefits PWSD offers please visit www.pwsd.org/careers and click on the Total Rewards Program link.