Customer Service Representative

Job Summary

Handle telephone customer service inquiries in a fast-paced environment while being efficient, professional, and courteous always. Responsible for analyzing account to aid and information to customers concerning billing issues, sign customer up for service, generating service orders, resolving complaints/ inquiries, and be able to communicate information back to the customer.

Essential Job Functions

Assist customers via phone for a variety of items such: water consumption, billing statements, adjustments, negotiate payment arrangements, complaints, water quality, status of water service including starting and stopping service, and other issues related to water utility service.

Comply and meet company standards of productivity metrics including but not limited to average talk time, average handle time, phone availability, call abandonment rate, and call quality.

Analyze, research, and document every account with details of the customers inquiry and resolution provided into CC&B system (Customer Care & Billing) including the reason for the call, the nature of the discussion, the outcome or expectation for the customer, and any follow-up or research to be performed by a CSR or other internal customer.

Apply appropriate communication techniques when responding to customers particularly in stressful situations to meet quality standards.

Determine when customer needs should be escalated and resolved by the Supervisor, Manager or Director.

Provide documentation to Supervisor and/or Manager for further assessment.

Stay abreast of company policies and procedures to provide accurate and consistent information to internal and external customers.

Demonstrate time management including schedule adherence through reliability and punctuality.

Research request, problems, and complaints and initiate appropriate action by coordinating with dispatchers to resolve issues.

Identify and communicate issues related to usage of CC&B, Interactive Voice Response (IVR), and ShoreTel to Information Technology and/or Supervisor or Manager.

Perform other duties as assigned.

Working Conditions

Generally, works 40 hours in an office environment; involves mostly sedentary work using a computer and taking phone calls for most hours worked. This position is considered essential during inclement weather/emergency situations.

Minimum Qualifications

High school diploma or equivalent; and

One (1) year experience in customer service in a call center environment.

Preferred
Bilingual in English/Spanish

Job Type: Full-time

Salary: $15.00 - $20.00 per hour

Experience level:

• 1 year
• 2 years

Shift:

• 8 hour shift
• Day shift
• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Ability to commute/relocate:

• Louisville, KY 40202: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person