Associate Customer Service Representative

United States·Bakersfieldmid

Customer Support SpecialistCustomer

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Quick Summary

Key Responsibilities

Other duties as assigned Social media inquiry follow up MINIMUM

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Customer Support SpecialistCustomer

California Water Service

Job Description:

California Water Service Group (Cal Water) invites you to build a meaningful career with the third largest publicly traded water utility in the United States. Guided by our mission to be the leading provider of water and wastewater services, we are dedicated to improving the quality of life for the customers, communities, and employees we serve. Our culture is grounded in core values—integrity, quality, service, value, health and safety, respect and collaboration, and corporate citizenship—and is reflected in our recognition as a Top Workplace®, a Great Place to Work®, and a J.D. Power leader in customer satisfaction for multiple years. Join Cal Water and be part of a purpose driven organization where your work makes a lasting impact.

The Associate Customer Service Professional provides exceptional customer service in person via phone, web, e-mail, and chat using proper etiquette, professional language and grammar. At California Water Service, we are passionate about delivering exceptional customer service experiences to each and every customer we serve. Our talented Customer Service Professionals possess many key attributes that help them exceed customer expectations. They demonstrate empathy and compassion for all of our Cal Water customers and seek ways to go above and beyond customers’ expectation. They convey a positive attitude, take initiative and ownership in solving service challenges, and demonstrate the highest integrity and professionalism. Internally, our Customer Service Professionals build trust as they work as “one team” with their peers and leadership. Externally, they are extraordinary brand ambassadors who are instrumental in building customer loyalty by providing excellent service.

Understand customer service and business operations to fully resolve customer needs and provide superior customer experiences by customer contact means
Provide customer service addressing customer requests or inquiries concerning services, water quality and billing
Responsible for scheduling and follow up of service/emergency requests
Generate and complete: work orders, emails, document customer accounts and perform data entry as needed.
Perform tasks associated with daily/monthly/quarterly/annually reports and account exceptions
Provide customers with information regarding Company programs and services.
Communicate with outside agencies and departments for service efforts.
Communicate between regional customer support centers and local districts.
Perform tasks associated with dispatching
Create and complete service orders as needed
Perform activities related to meter reading functions to include route assignment and daily auditing using Field Collection System Application (FCS) including AMR and AMI
Research and a complete daily billing exceptions and approve sample bills
Prepare bank deposit and daily cash report
Payment processing/cashiering
Monitor and follow up on account with past due balances
Perform data entry for the Cross Connection Control program as well as printing and mailings as needed
Maintain customer service records

Responsibilities

~1 min read

→Other duties as assigned
→Social media inquiry follow up

Requirements

~1 min read

Assist customers with a variety of transactions through a seamless and friendly experience
Defuse customer situations and provide resolution in a timely and effective manner
Ensure the security and privacy of customer information through education, compliance and resolution of issues
Proficiency in multiple operating systems such as Microsoft Office and Oracle Customer Care & Billing, Field Collection System Application (FCS)
Clear, effective communication with strong interpersonal skills
The ability to prioritize multiple tasks in a fast paced environment
Ability to perform basic mathematic functions, calculate figures, and reconcile account information
Proven ability to maintain a high level of accuracy, attention to detail, and handle multiple priorities.
Day travel may be required within the respective region for training and/or team building
All Customer Service Professionals must demonstrate strong reading and writing skills and be able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Must possess a high school diploma or equivalent.
Minimum two (2) years of customer service or related water industry experience required.

The work schedule is 5 days per week, 8 hours per day, shift between 7:00 AM to 7:00 PM PST. This is 100% in office with no option for remote work.

The Equal Opportunity Policy of the Company is based upon the philosophy that all people should be treated fairly and with dignity. California Water Service, Hawaii Water Service, New Mexico Water Service and Washington Water Service do not discriminate against any applicant or employee because of race, color, religion, sex, national origin, or any other protected class. The Company makes all employment decisions in a non-discriminatory manner. EOE, VET, DISABILITIES.