WaterOne

Customer Service Representative

Lenexa, KS

Full-time

$43,680-$64,480

About This Job

Description

The purpose of this position is to master a variety of online tools, as well as a large body of corporate knowledge, and to be able to provide timely, accurate responses to customers via phone, email, and case management. The Customer Representative will follow operating procedures by addressing customer questions and providing solutions in a timely and professional manner. The incumbent is expected to be adept at handling complaints, probing for issues, troubleshooting, and solving problems, all while maintaining a supportive, empathetic relationship with the customer.

Pay range for this position is $21.20/hr to $31.83/hr. Compensation for the selected candidate will depend on candidate qualifications and experience as related to the position requirements.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Handle inbound phone calls from customers while using customer service skills to optimize the opportunity for each contact and educate the customer about the organization’s services.

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Make outbound phone calls to customers and internal stakeholders following up on outstanding customer service inquiries and next steps to achieve a resolution.

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Achieve and maintain key KPIs for individual and team performance reflecting high rate of customer satisfaction.

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Issue, track, update, process, and complete notifications and work orders within WaterOne’s enterprise application software with a commitment to documentation excellence.

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Use customer service skillset to address customer concerns and complaints to resolve issues preventing customer escalation.

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Adhere to assigned work schedule and meet or exceed performance and quality standards as outlined on the call, case, and email scorecards.

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Manage communication through the customer service email inbox responding to customer inquiries on topics such as understanding the bill, reporting leaks, service requests, quality issues, pressure concerns and overall general questions.

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Work on customer service issues via a case management system, or a contact center application.

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Utilizing a developed general knowledge, accurately communicate to customers the details regarding their service, such as rate changes, billing inquiries, and service interruptions.

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Promptly schedule/dispatch leak crews, new service inspectors, valve crews, line locators and hydrant crews and document accordingly.

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Serve as WaterOne contact to process notifications for government entities, city personnel, contractors, and public requiring service from Distribution teams.

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Use judgement to appropriately prioritize and communicate emergency and outage notifications to assistant managers, foremen, the public, real-time alert systems, and dispatch necessary personnel to respond.

Other Duties

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Aid with back-office functions as designed.

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Handle special projects as assigned.

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Compile data for monthly reporting.

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Perform other job duties as assigned.

Customer Service Commitment

WaterOne employees shall continuously strive to meet or exceed the expectations of both their internal and external customers. Questions and concerns shall be acknowledged on the same day whenever possible, but no later than the next business day. Issues shall be resolved as promptly as possible, with the goal of maximizing customer satisfaction.

Required Education, Skills & Experience

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High school diploma or GED.

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Three years office experience, including experience in an inbound call center, dispatch center, or similar environment.

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Reflect a professional and cordial image to customers and employees on the phone and/or in person.

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Proficiency in Microsoft Office Suite with emphasis in Excel, Word, and Outlook.

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Proficiency or ability to become proficient in the use of SAP, GIS, and AIMS software applications.

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Good problem-solving skills and attention to detail with a high level of efficiency.

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Superior communications skills and the ability to maintain composure in emergency situations.

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Good reading comprehension and accuracy.

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Good judgment and have an organized approach to maintaining priorities.

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Have good knowledge of the WaterOne service area including city boundaries, street names, and street locations.

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Organized and flexible, able to handle multiple projects and move easily from one function to another, occasionally under hectic conditions.

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Maintain a good working relationship with all levels of personnel at WaterOne, customers, contractors, plumbers and visitors.

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Ability to work overtime in certain situations.

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Must pass post offer medical exam, including drug screen and background verification (may not apply to current employees).

Preferred Education, Skills & Experience

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Two years of college course work, including courses relevant to a utility or construction environment.

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Knowledge of field work in a utility or construction-related business.

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Experience with WaterOne materials, field procedures, terminology, facilities, policies, and functions.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may occasionally lift/or move up to 20 pounds. The employee must be able to use a computer for multiple hours a day. The employee must be able to move occasionally from one location to another or be able to remain in a stationary position for up to several hours a day. The employee must be able to use office productivity equipment such as a personal computer, calculator, printer, and copy machine.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates in both the field and a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually moderate except when in the field on a jobsite.

WaterOne provides a total compensation package that includes:

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Competitive base pay

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Medical, dental, vision, life, AD&D, and LTD insurance

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Flexible spending account

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Company funded Cash Balance Plan

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Company match Defined Contribution Plan

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Comprehensive wellness program

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Educational assistance program

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A variety of other benefit programs and activities

Equal Opportunity Employer

WaterOne is an equal opportunity employer and upholds a non-discrimination policy. We prohibit discrimination on the basis of race, national origin, gender, sexual orientation, religion, disability, age, military status, or marital status in making employment and business decisions. We also prohibit harassment and retaliation in the workplace and in our dealings with the public. We encourage and welcome diversity of backgrounds in our workforce. WaterOne complies with the Immigration Reform and Control Act (IRCA).

Complete job description is available upon request and will be provided during the selection process.

Job Type: Full-time

Pay: $21.20 - $31.83 per hour

Expected hours: 40 per week

Benefits:

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Dental insurance

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Health insurance

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Paid time off

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Vision insurance

Ability to Commute:

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Lenexa, KS 66219 (Required)

Ability to Relocate:

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Lenexa, KS 66219: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Lenexa, KS 66219