Customer Experience Representative - All Levels

General Description

Customer Experience Representative I: $18.93 - $23.66 Hourly

Customer Experience Representative II: $20.26 - $25.32 Hourly

Customer Experience Representative III: $21.68 - $27.09 Hourly

The role of the Customer Experience Representative I is to support the operations of the Customer Service Call Center and provide customer support. This is accomplished by replying to customer calls, processing requests; providing data and information to customer service field technicians; scheduling field appointments, interacting with internal and contracted billing agents; ensuring proper billing and adjustments; obtaining and correcting documentation; assist with payment options and more. Other duties include operating various computer systems and software, updating address information through returned mail, processing customer transfers and more.

Essential Functions

- Manages account billing by answering customer inquiries through the evaluation of accounts. In addition, provide assistance with collection activities through education and providing assistance with payment methods.

- Corresponds with customers by answering incoming phone calls; replying to customer requests and e-mails; distributing field technicians; replying to requests for water; and aiding customers on water outages

- Adjusts customer accounts by informing customers on adjustment policies; offering information on paperwork to ensure the adjustment to an account; recording adjustment requests; collecting necessary reads and documentation; determining and submitting adjustments; and updating spreadsheets.

- Processes service orders efficiently with minimal error to ensure they are fulfilled by Field personnel. In addition, process new, disconnect or transfer of service based on customer requests.

- All other duties as assigned.

Minimum Qualifications

- A minimum of a high school diploma or GED issued from an approved GED Administrator.

- Minimum of one-year relevant experience.

- Must possess and maintain a valid State of Florida Class E Driver's License.

Physical Demands

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. While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and bend, kneel, squat, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Environmental factors include indoor, flat surface, noise, sitting with occasionally walking and standing.