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 performs a variety of routine clerical, and financial related duties, exercising judgment in applying established office practices and procedures, and deals effectively and professionally with customers on a variety of issues.

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

Minimum of two (2) years’ experience in an office or customer service environment

Ability to follow oral and written directions

Ability to communicate effectively and professionally with customers, vendors and other employees

Ability to communicate clearly, tactfully and persuasively, orally and in writing, to individuals and groups

Professional demeanor and good communication skills with the ability to work well with others in a fast-paced environment

Demonstrates strong organizational skills (record keeping, time management, follow up, etc.)

Excellent attention to detail and sense of urgency, ability to prioritize with an emphasis on quality and accuracy of work

Ability to multi-task, prioritize and deal with interruptions while meeting timely deadlines

Beneficial Skills and Experience

Associates or bachelor’s degree

Greater than two (2) years’ experience in a customer service role

Financial background, experience in a bank or financial institution

Experience with Crystal Reports

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.)