Customer Service Representative

Position Hours

8:00 am to 5:30 pm, Monday through Thursday and 8:00 am to 12:00 pm on Friday

Minimum Job Duties

Position duties include, but are not limited to, taking payments, taking applications for new customers, handling high volume calls while effectively assisting customers, scheduling service work orders, filing, etc.

- Maintains file on all necessary reports and documentation.

- Communicates professionally and effectively with customers and public on information concerning accounts.

- Answers telephone, screens and forwards calls as appropriate. Assists callers regarding billing system issues.

- Operates and cares for standard office equipment and machines including computers, printers, and associated billing hardware, and other office equipment.

- Utilizes contact center software to help ensure prompt response to inbound customer calls and to provide coverage for walk-ins.

- Handles inbound customer calls using specific greetings, technical skills, and soft skills to achieve organizational goals for quality and level of service to the customer; calls are randomly monitored and evaluated for performance and quality assurance based on specific criteria including soft skills, knowledge of job, professionalism, courtesy, effective listening, tone of voice, accuracy, interpersonal skills, and problem resolution skills.

- Processes various customer transactions to establish service, terminate service, collect deposits, and update customer account information. Determines availability of service at specific locations and identifies related accounts such as irrigation meters and fire protection accounts. Responsible for on-going maintenance of customer account information to ensure data base is accurate and up-to-date.

- Notifies Customer Service Manager regarding trends in internal and external customer calls to help facilitate early detection of system or quality issues and prompt response by appropriate group.

- Receives and handles customer inquiries and complaints related to elevated bills; researches customer accounts and provides a timely, courteous, and professional response to customers.

- Performs general administrative/clerical work as required, including but not limited to, typing forms, records and reports; data entry; copying and filing documents; communicating with field personnel via Nextel; compiling information for specific work orders/projects as requested, faxing/mailing information, etc.

- Communicates and interacts with various individuals and groups such as customers, managers, attorneys, local agencies, other departmental personnel, local builders and property managers, other water districts, etc.

- Performs related tasks as required.

Minimum Qualifications

High school diploma or equivalent and (2) years customer service experience.

The qualified candidate must have the ability to communicate effectively with customers and other employees, demonstrate strong organizational skills, give excellent attention to detail, and have the ability to prioritize workflow while meeting timely deadlines.

Compensation & Benefits Package

Salary Commensurate with Education & Experience

Paid Time Off

Holiday Pay

Insurances

Health

Dental

Vision

Health Savings Account

Flex Spending Accounts

Retirement Plans

SC Retirement System (mandatory)

401(k) Plans (voluntary)

457(b) Plans (voluntary)

Other Insurances

Life

Disability

Other (accident, cancer, critical illness, etc.)