Customer Relations Agent/Senior Customer Relations Agent

Qualifications This position will be filled as a Customer Relations Agent or Senior Customer Relations Agent based on candidate qualifications. Salary ranges are as follows: Customer Relations Agent $38,937.40-$55,993.60

Senior Customer Relations Agent $44,678.40-$65,353.60

Interacts with customers answering questions, researching issues, processing requests and providing general information. Assists Customer Relations Agents with difficult customer issues and overall job functions. Exercises discretion and judgment in decision-making, using initiative while performing work of a higher level of complexity with limited supervision. Provides off-shift coverage by dispatching requests to on-site inspectors, creating work orders and mobilizing crews to respond to emergency issues. Performs various clerical duties as required.

Interacts with customers answering questions, researching issues, processing requests and providing general information. Assists Customer Relations Agents with difficult customer issues and overall job functions. Exercises discretion and judgment in decision-making, using initiative while performing work of a higher level of complexity with limited supervision. Provides off-shift coverage by dispatching requests to on-site inspectors, creating work orders and mobilizing crews to respond to emergency issues. Performs various clerical duties as required.

Interacts with customers regarding issues, concerns and requests and provides information on MSD’s procedures, policies and operations. Interprets and translates issues of concern or requests for service and correctly routes to appropriate responding department. Processes written communications and referrals from ratepayers, elected officials, Board of Health, realtors, contractors, etc. Reviews and verifies PSC information using engineering drawings, engineers scale, eB and Upstream. Processes customer’s requests for plumber’s bill reimbursements. Performs CC&B research and updating for the on-charge process. Assists in the training of new and temporary Customer Relations employees. Coordinates with Plan Review relative to sanitary sewer availability and inquiries related to new construction. Works directly with the Operations supervisors to investigate sanitary/storm sewer related issues. Processes open records requests for IPS and eB when needed. Assists walk-in customers, both external and internal. Assists the department manager and supervisors with various tasks and special assignments. Assumes administrative responsibilities as needed. Provides off-shift or emergency coverage provided in the Customer Relations 24/7 Call Center. Performs dispatch duties including transmitting service requests to on-site inspectors, creating and updating work orders, and mobilizing crews to respond to emergency issues. Serves as emergency on-call person to cover unscheduled absences for off-shifts. Represents MSD at the Mayor’s monthly Community Conversation meetings. Attends meetings with various community and government agencies. Participates in IPS Scripting development and revisions.

Interacts with customers regarding issues, concerns and requests and provides information on MSD’s procedures, policies and operations. Interprets and translates issues of concern or requests for service and correctly routes to appropriate responding department. Processes written communications and referrals from ratepayers, elected officials, Board of Health, realtors, contractors, etc. Reviews and verifies PSC information using engineering drawings, engineers scale, eB and Upstream. Processes customer’s requests for plumber’s bill reimbursements. Performs CC&B research and updating for the on-charge process. Assists in the training of new and temporary Customer Relations employees. Coordinates with Plan Review relative to sanitary sewer availability and inquiries related to new construction. Works directly with the Operations supervisors to investigate sanitary/storm sewer related issues. Processes open records requests for IPS and eB when needed. Assists walk-in customers, both external and internal. Assists the department manager and supervisors with various tasks and special assignments. Assumes administrative responsibilities as needed. Provides off-shift or emergency coverage provided in the Customer Relations 24/7 Call Center. Performs dispatch duties including transmitting service requests to on-site inspectors, creating and updating work orders, and mobilizing crews to respond to emergency issues. Serves as emergency on-call person to cover unscheduled absences for off-shifts. Represents MSD at the Mayor’s monthly Community Conversation meetings. Attends meetings with various community and government agencies. Participates in IPS Scripting development and revisions.

Knowledge of IPS, Upstream, eB and CC&B; knowledge of clerical techniques and practices; knowledge of basic office equipment; skill in oral and written communication; skill in problem solving; ability to operate a PC and associated Windows environment software (e.g. Microsoft Office Suite); ability to navigate the internet; ability to be courteous and helpful under pressure; ability to read and scale engineering sewer plans; ability to work effectively under heavy, unpredictable surges in workload; ability to work 24 hour emergency response, various shifts and weekends.

Knowledge of IPS, Upstream, eB and CC&B; knowledge of clerical techniques and practices; knowledge of basic office equipment; skill in oral and written communication; skill in problem solving; ability to operate a PC and associated Windows environment software (e.g. Microsoft Office Suite); ability to navigate the internet; ability to be courteous and helpful under pressure; ability to read and scale engineering sewer plans; ability to work effectively under heavy, unpredictable surges in workload; ability to work 24 hour emergency response, various shifts and weekends.

High School Diploma or GED; three or more years of customer service experience; an equivalent combination of education and experience may be substituted. Must be able to type 30 words per minute. Must possess a valid driver’s license. Must have safe work and driving habits.

High School Diploma or GED; three or more years of customer service experience; an equivalent combination of education and experience may be substituted. Must be able to type 30 words per minute. Must possess a valid driver’s license. Must have safe work and driving habits.