Customer Service Representative I – Customer Contact
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Description
Under close supervision of the Supervisor, Customer Contact, the Customer Service Representative will respond professionally to customer inquiries and requests for service.Examples of Duties
Individuals in the Customer Service Representative I – Contact position will function in the Customer Contact role. This role requires the following basic responsibilities.
- In bound contact center, Customer Service Representative handles 50 calls a day on average and answers customer questions concerning services, billing, payment, lien law requirements, water quality, water pressure, plumbing and other water related concerns.
- Researches customers information, assesses and fulfills customer needs, educates the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
- Uses all available contacts and historical records in SAP to analyze and resolve the customers situation.
- Examines all relevant information in order to assess validity of complaints and determine possible causes.
- Opens new accounts, closes, and modifies customer accounts.
- Opens, cancels and modifies service orders.
- Keeps records of customer interactions, recording details of inquiries, complaints and comments, as well as action taken.
- Promotes companys website and Electronic Bill Presentment and Payment (EBPP) options to customers to improve adoption rate.
- Schedules and dispatches service order requests to field representative and provide customer with detailed information on what to expect.
- Coordinates customers requests with Radio Dispatcher and schedule field work appointments.
- Performs billing adjustments to correct late charges assessed in error.
- Sends notification to appropriate department to correct billing, refund and water quality issues.
- Sends standardized written responses to customer inquiries or to notify them of investigation results and any planned adjustments.
- Maintains a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
- Performs other duties as assigned or required.
Employees in this job classification may be required to work overtime as needed in the event of an emergency.
Typical Qualifications
- Graduation from high school and a minimum of one to 3 years of experience in a call/contact center environment, or any equivalent combination of education, experience and knowledge.
- Ability to handle complaints and unpleasant customers.
- Passion for excellence with respect to understanding and caring for customers.
- Ability to effectively plan, organizes, and communicates orally.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Ability to perform accurate basic mathematical computations.
- Ability to establish and maintain productive working relationships.
- Proficiency with a personal computer and ability to quickly learn software applications.
- Ability to respond to emergencies and work overtime when necessary.
- Must pass a controlled substance (drug) test for employment.
- Fairfax Water requires new employees to be fully vaccinated against COVID-19, subject to legally required exceptions.
