Lead Customer Service Technician

U.S. Water Services Corporation is a well-established and diverse water and wastewater utility organization specializing in utility maintenance, operations, engineering and construction services. U.S. Water is a fast paced and rapidly expanding company headquartered in New Port Richey, Florida with a staff of over 950 employees in twenty states.

GENERAL STATEMENT OF DUTIES:

Under general supervision of the Customer Service Supervisor, oversees the performance and execution of customer service-related work involving heavy customer contact via telephone and in person, account maintenance, service order creation/completion, cashiering and basic problem solving of Customer Service Representatives. Employee will also perform related office/clerical work and other related duties as assigned.

Employees in this class works under close and continuous supervision performing a group of closely related duties according to established procedures. This position manages the execution of policies and procedures, re-directs failures to comply, trains, coaches and develops new and existing employees while suggesting operational improvements based on sound business and financial principles such as cost effectiveness, efficiency, and customer satisfaction.

EXAMPLES OF WORK (illustrative only):

- Support supervisor in management of front office

- Oversees daily interaction with the public; orally or by correspondence,

- Researches and resolves escalated customer related issues and uses repeat issues as a training opportunity

- Review customer account to determine course of action allowed based on policy requirements

- Answering questions requiring higher level judgment

- Understands, maintains the proper execution of policy/procedure, resolutions, and ordinances

- Ensures and promotes customer focused customer service

- Provides guidance, training and cross training opportunities to CSR's to ensure continuity of service

- Reviews reports as it relates to the customer service area such as phone statistic reports

- Interacts with internal and external customers with a goal related focus

- Train and develops all direct reports to perform at the highest acceptable levels

- Understands and is able to interpret ordinances, policy, and resolutions

- Schedules and assigns work to subordinate employees and reviews work for accuracy and completeness;

- Keeps records and compiles reports pertaining to all phases of work performed;

- Council, coach employees to develop areas of weakness

- Recommends disciplinary action when required

- Approves leave and maintains minimum staffing requirements

- Performs as a back up during staffing shortage

- Performs related work as assigned.

- Performs as back up to the Customer Service Supervisor in their absence

- Attend Customer Service related meetings internally and externally as requested

- Assigned to participate in various projects as assigned as it relates to Customer Service

- Assists the Customer Service Supervisor as it relates to overseeing the workload assigned to the Customer Service Field Staff to ensure Service Orders are completed in accordance with the established Key Performance Indicators (KPIs)

- All other duties as assigned by Customer Service management.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

- Knowledge of proper customer service functions

- Knowledge of the billing department functions as it relates to processes assigned and that affect the Customer (adjustments, meter reading, etc.)

- Knowledge of data processing applications and methods

- Knowledge of basic utility operation

- Knowledge of areas operations procedures and practices as it relates to Operations and Maintenance

- Knowledge of utility website, payment options, policies, procedures and manuals

- Skill and ability to problem solve independently of supervisor

- Skill in managing conflict internal and external to the Customer Service department

- Skill in training of new hires and employee development

- Ability to understand and make decisions based on policy restrictions

- Ability to plan and direct the daily operation of large and diverse groups of employees

- Ability to address challenging issues with good judgment; tact and courtesy.

- Ability to perform basic mathematical calculations manually or with a calculator

- Ability to use basic office equipment

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

- Knowledge of proper customer service functions

- Knowledge of the billing department functions as it relates to processes assigned and that affect the Customer (adjustments, meter reading, etc.)

- Knowledge of data processing applications and methods

- Knowledge of basic utility operation

- Knowledge of areas operations procedures and practices as it relates to Operations and Maintenance

- Knowledge of utility website, payment options, policies, procedures and manuals

- Skill and ability to problem solve independently of supervisor

- Skill in managing conflict internal and external to the Customer Service department

- Skill in training of new hires and employee development

- Ability to understand and make decisions based on policy restrictions

- Ability to plan and direct the daily operation of large and diverse groups of employees

- Ability to address challenging issues with good judgment; tact and courtesy.

- Ability to perform basic mathematical calculations manually or with a calculator

- Ability to use basic office equipment

MINIMUM EDUCATION AND EXPERIENCE: High school diploma or state recognized equivalent. At least one (2) years in a supervisory or lead capacity; OR any equivalent combination of experience and training which provides the required knowledge and skills

Must be able to pass a pre-employment drug screen and background.

Compensation and Benefits: Pay is commensurate with experience and market-reflective. US Water/USW Utility Group offers a comprehensive benefits package including medical, dental, vision, life insurance, short/long-term disability, paid time off, holiday pay and 401(k) with company match.

US Water/USW Utility Group offers competitive wages and benefits and is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class.