Customer Care Associate I – LTE

Las Vegas Valley Water District, Las Vegas, NV, Openings : 1, Experience : Not Specified
Job Description :
Please note, you need to submit your application before 11:59 p.m. on the date prior to the close date listed.
Thank you for your interest in this position. Please note the following important tips for applying.
  • All portions of the application must be completed in detail. Work history, applicable education, and answers to the supplemental questions are all required. Applications missing any one of these sections will be rejected as incomplete. Referral to a resume is not acceptable.
  • Set aside some time to complete your application. The system is unable to save applications that are in progress, and once you have submitted the application you cannot reapply.
  • We strongly recommend that you review all the information on your application for accuracy. Once an application is submitted, you will be unable to edit it.
  • Submitted applications are not viewable. If you would like to keep a record of what you will be submitting, we suggest you type your responses to the questions in a Word document, then copy and paste the answers into the application then save the Word document. Typing questions in Word will also minimize typing/grammatical errors since this is not an option in the system.
NOTE: If you are a current employee, you MUST apply via the Career worklet in Workday and not through this site. If you submit an application on this site, it cannot be processed.
Customer Care Associate I – LTE Open Date: 07/10/23 Close Date: 07/18/23 Salary: $26.19 per hour Job Type: Limited Term (Fixed Term) Location: Valley View Campus, 1001 S. Valley View Blvd., Las Vegas For any questions regarding this announcement, please contact LVVWD Recruitment at 6 VACANCIES

NOTE: If selected, screening interviews will be held the week of July 31st, and August 1st, and in person interviews will be held the week of August 21st.

FILING DEADLINE: The first 300 applications submitted ON or BEFORE 11:59pm Tuesday, July 18th, 2023, WHICHEVER COMES FIRST.

The term of this appointment will be a maximum of 24 months. All persons hired into Limited Term (LT) positions will be required to sign a term of employment letter specifying conditions of employment.

HOURS OF WORK: Shift to be determined based on operational needs.

The ideal candidate will be able to handle a high volume of customer interactions both on the phone and via online chat and use multiple applications during transactions and will be able to work in a team-oriented environment or independently. Bilingual in Spanish and English is highly desirable.

INTRODUCTION: Human Resources will screen applications and supplemental questionnaires. Candidates possessing the strongest skills and experience for this position will be forwarded to the hiring department for further evaluation and to determine who will be invited to the formal interview process. The successful candidate may be required to pass a job-related physical evaluation.
Under general supervision, performs a wide variety of responsible customer care functions including: responding to requests regarding water service researching, responding to and resolving service and billing problems and making payment arrangements, by telephone, web and fax or in person generates field activity requests when needed to investigate and resolve customer account issues provides information on District, SNWA and Preserve products, programs and services ensures customer interactions meet high standards for the customer experience and performs related duties as assigned.
Knowledge of:
Principles and practices of effective customer service and customer-oriented telephone etiquette standard office practices and procedures sound business communication practices correct English usage, including spelling, grammar and punctuation general call center operations and work processes general methods, practices and processes for billing, collections and credit general operations, uses and requirements of customer billing and information systems requirements, rules, policies, procedures and customer service issues related to assigned areas of responsibility business math cash handling and accounting procedures applicable to the work.
Ability to:
Operate an on-line computer terminal, multi-line sophisticated call center telephone equipment, radio dispatch equipment and other standard office equipment and a variety of specialized software applications quickly, efficiently and calmly handle a high volume of customer interactions by telephone and/or in person research customer account information and reach sound conclusions and decisions in accordance with established policies and procedures handle sensitive customer relations situations tactfully and effectively calmly defuse emotional and volatile situations learn and explain complex District Water Service Rules, policies and procedures regarding water services, rates and fees and interpret and apply them in highly varied customer account situations understand and carry out written and oral instructions communicate clearly and effectively orally and in writing prepare clear, accurate and concise computer entries and basic correspondence maintain sensitive and confidential information use tact, discretion, patience and understanding in dealing with customers and the public establish and maintain highly effective working relationships with District staff, customers and others encountered in the course of work.
Training and Experience:
A typical way of obtaining the knowledge, skills and abilities outlined above is graduation from high school or G.E.D. equivalent and one year of call center, office administrative or customer service experience or an equivalent combination of training and experience. Experience in customer service functions in a government or public utility setting is highly desirable.
A Customer Care Associate I is considered for advancement to Customer Care Associate II upon satisfactory completion of the division’s customer service training program and after demonstrating proficiency in competently performing all major customer service functions within the division’s areas of responsibility.
Typically, a Customer Care Associate I is expected to be capable of meeting the proficiency criteria within an 18 to 24-month period, depending on an individual’s prior experience and progression in performing the full range of Customer Care Associate II duties as described in the established performance criteria.
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this class, employees are required to sit for extended periods talk or hear, by telephone and in person use hands repetitively to finger, handle, feel or operate standard office equipment and reach with hands and arms. Employees are frequently required to walk and stand.
Specific vision abilities required by this job include close vision and the ability to adjust focus.
Mental Demands
While performing the duties of this class, employees are regularly required to use written and oral communication skills read and interpret highly detailed and varied data and information make arithmetic calculations analyze and solve customer and account problems observe and interpret situations learn and apply new information rapidly perform highly detailed work on multiple, concurrent tasks work with constant interruptions interact with District staff, customers who are often upset and dissatisfied and the public.
Last Date For Apply: 2023-10-11 00:00:00 Job Type : FULL_TIME, Employment Type : FULL_TIMEExpired