Customer Service Representative

Position Summary

The Customer Service Representative (CSR) serves as the first point of contact for Crossroads Utility customers, addressing inquiries, resolving concerns, and ensuring a positive customer experience. This role involves managing customer accounts, processing service requests, and supporting the team in delivering high-quality utility services.

Essential Duties & Responsibilities

· Respond promptly and professionally to customer inquiries via phone, email, or in-person.

· Address concerns and resolve issues related to billing, water usage, service outages, payment arrangements and general account management.

· Process payments, new customer accounts, updates, and terminations.

· Receive, document, and coordinate customer service requests such as new service setups, repairs, or disconnections.

· Collaborate with field teams to ensure timely and accurate completion of service requests and facility alarms.

· Maintain accurate records of customer interactions, transactions, and inquiries.

· Update internal systems with relevant customer information.

· Provide customers with information about utility services, district procedures, conservation programs, and company policies.

· Resolve customer issues efficiently and escalate complex matters to the appropriate department or supervisor.

· Follow up to ensure customer satisfaction and resolution.

· Undertake various job-related tasks as assigned, demonstrating flexibility and a commitment to supporting team objectives.

Qualifications

· Excellent communication and interpersonal skills.

· Strong problem-solving and conflict-resolution abilities.

· Proficiency in using customer management systems and Microsoft Office Suite.

· Minimum of 2 years of experience in customer service, preferably in the utility or service industry.

· High school diploma or equivalent required.

· Dual language preferred

Physical Demand

· Ability to sit, stand, and use a computer for extended periods.

· Manual dexterity sufficient to handle telephone systems, keyboarding, and office equipment.

· Occasionally lift up to 20 pounds.

Work Environment

· Well-lit, temperature-controlled office environment.

· Moderate noise levels typical of an office setting.

Work Hours/Schedule

· Monday to Friday, 8:00 AM – 5:00 PM

Job Type: Full-time

Pay: $17.00 - $21.00 per hour

Benefits:

- Dental insurance

- Health insurance

- Paid time off

- Vision insurance

Work Location: In person