Associate Customer Service Representative

calwatergroup; Chico (CA); On-site; USD 40,000 - 47,000; Full time

Job summary

California Water Service Group in Chico, CA is seeking an Associate Customer Service Professional to provide in-person and remote support via phone, web, email and chat. You will resolve customer needs, process service requests, and assist with billing while maintaining accurate records using FCS and Oracle CCS/Billing.

As part of a service-driven team, you will communicate clearly, handle multiple tasks, and demonstrate integrity in every interaction.

Qualifications

• 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.

Responsibilities

• 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.
• Prepare bank deposit and daily cash report if applicable.

Skills

Customer service

Communication

Data entry

Multitasking

Problem solving

Education

High school diploma or equivalent

Tools

Microsoft Office

Oracle CCS/Billing

Field Collection System (FCS)

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. This position is located in Chico, CA.

ESSENTIAL FUNCTIONS:

• 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 calwater.com
• 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

OTHER DUTIES AND RESPONSIBILITIES:

• Other duties as assigned
• Social media inquiry follow up

QUALIFICATIONS/REQUIREMENTS:

• 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
• Primary dispatching duties will generally be assigned to the highest certified and highest seniority Customer Service Professional or Senior Customer Service Professional where applicable
• All Customer Service Professionals will have opportunities to get cross-trained when a temporary need arises
• 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 5 years of experience in customer service, preferably in a shared services/call center environment

Salary Range:

• Step 1 - $28.98
• Step 2 - $31.34 (12 months)
• Step 3 - $33.84 (24 months)

Deadline to submit resume is Wedn