Job Description

(CCR1)-Call Center Representative I

Job Title: Call Center Representative I

Department: Customer Service

Reporting Relationship: Superintendent-Call Center

FLSA Status: Non-Exempt

Grade: E

General Responsibilities:

Responsible for handling customer requests to begin and discontinue water service and customer inquiries regarding bills. Solve problems involving important issues from standard policies and guidelines. Assist day and night shifts in supporting customer service requests.

Essential Job Functions:

• Answer incoming calls and respond to callback requests regarding customer services providing excellent service
• Assist with walk-in customers promptly and provides a broad variety of information to customers regarding service or billing
• Provides customers with information and explanations regarding their bills
• Process applications for new services
• Enter customer data into customer service, discontinue service, or update customer records
• Provide detailed information and instructions to requesting parties concerning services and billing information, ie, deposit requirements, rates meter reading, disconnect dates, and delinquent account data
• Initiate field service work orders to verify meter readings, conduct courtesy leak investigations, repair or service skills when adjusting
• Assist customer service personnel in checking, correcting, and updating records
• Provide backup support for other service areas, ie, switchboard, walk-ins and supervisor and department as needed
• Receive customers' information about main breaks to implement work orders for the Distribution department
• Reply to all assigned mail correspondence
• Set up, maintain and cancel accounts on bank drafts as requested by customers; handle all aspects of commercial and residential accounts placed in bankruptcy
• Demonstrate continuous efforts to improve operations; work cooperatively and jointly to provide quality service
• Perform all work safely in accordance with established safety policies and procedures Comply with all safety and health standards and guidelines issued by management

Education:

High school diploma or equivalent required

Certifications:

Valid Driver's License required

Experience:

One (1) year of customer service or call center experience required. A bilingual representative must speak two languages fluently (Spanish and English preferred).

Supervision:

None

Physical Demands:

• Ability to stand, walk or sit for extended periods
• Reaching by excreting hand(s) or arms(s) in any direction
• Finger dexterity is required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
• Communication skills using the spoken word
• Ability to see within normal parameters
• Ability to hear within normal parameters
• Ability to move about

Ability to lift 25 pounds

Working Environment:

• Moderate noise (business office)

Nearest Major Market: Birmingham

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