Sr. Customer Service Representative - job 1 of 7
Skills
- Excellent verbal and written communication skills
- Strong active listening and problem-solving abilities
- Fast, accurate data entry and typing skills
- Experience using CRM and utility billing systems
- Familiarity with ACD/call center systems and contact center practices
- Ability to work in a high-volume, fast-paced environment and manage multiple tasks
Responsibilities
- Handle large volume of inbound calls from an ACD call management system
- Answer and resolve complicated customer requests regarding water utility services
- Achieve one-call/contact resolution whenever possible
- Assist customers with service start-ups, transfers, disconnections, and related requests
- Respond to billing, consumption, and payment inquiries
- Research, resolve, and follow up on customer service concerns and inquiries
- Log requests and maintain accurate account notes in the CRM; route to appropriate departments
- Meet or exceed established Key Performance Indicators (KPIs)
Education
- High school diploma or GED required
- Candidates without the education requirement may be considered if they have more relevant work experience
Benefits
- 11 Paid Holidays
- Medical, Dental, and Vision insurance
- Paid Time Off (PTO)
- Pension plan
- Professional development opportunities
- Direct deposit payroll
Average salary estimate
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