Customer Service

• Job Description

• Responsible for investigating and resolving customer disputes.

• Provide excellent customer service and timely responses

• Handle disputes ranging from quality of service issues to simple billing disputes.

Key Accountabilities:

• Research customer accounts using SAP.

• Maintain accurate updating of information in database and SAP systems.

• Work with various area of the business to investigate, research and resolve customer disputes

• Write company utility reports to customers supporting the company’s position.

• Utilize active listening skills to clarify the needs of the customer, Answer customer inquiries, and assist in the resolution of concerns.

• Maintain a high level of product and process knowledge.

• Educate internal/external customers on services.

• Master desktop solutions system applications, including SAP, ORCOM, Word and Excel.

• Handle difficult issues and avoid escalation whenever possible.

• Provide exceptional service to the customer that meets or exceeds all contractual service level agreements.

• Be responsive to and execute process improvements/enhancement programs.

• Support and sustain a positive environment that fosters team performance and individual excellence.

Education:

• High School Diploma, GED, or equivalent.

Knowledge:

• A general understanding of the water business or utility industry and the regulations impacting billing and collections.

• A working knowledge of customer recordkeeping and billing processes and strong computer skills in a business environment are required.

• Strong communication, listening, problem solving and computer skills.

Experience:

• 3 years’ experience in customer service or compliance.

• Research customer accounts using SAP.

• Maintain accurate updating of information in database and SAP systems.

• Work with various area of the business to investigate, research and resolve customer disputes

• Write company utility reports to customers supporting the company’s position.

• Utilize active listening skills to clarify the needs of the customer, Answer customer inquiries, and assist in the resolution of concerns.

• Maintain a high level of product and process knowledge.

• Educate internal/external customers on services.

• Master desktop solutions system applications, including SAP, ORCOM, Word and Excel.

• Handle difficult issues and avoid escalation whenever possible.

• Provide exceptional service to the customer that meets or exceeds all contractual service level agreements.

• Be responsive to and execute process improvements/enhancement programs.

• Support and sustain a positive environment that fosters team performance and individual excellence.

All your information will be kept confidential according to EEO guidelines.