Customer Experience Representative - All Levels

Toho Water Authority; Kissimmee (FL); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Experience Representative to enhance customer service operations. This role involves managing customer inquiries, processing service requests, and ensuring accurate account adjustments. The ideal candidate will possess strong communication skills and a commitment to providing excellent customer support. With a focus on teamwork and efficiency, you'll play a crucial role in maintaining customer satisfaction and operational excellence. Join a dynamic team dedicated to delivering exceptional service in a supportive work environment, with opportunities for growth and development.

Benefits

Health, Dental, and Vision Insurance

Employee Onsite Wellness Center

401(a) and 457 Retirement Plans

Paid Vacation and Holidays

Tuition Reimbursement

Flexible Spending Account Program

Longevity and Christmas Bonuses

Employee Assistance Program

Qualifications

• Minimum of one year of relevant experience required.
• Must possess a valid State of Florida Class E Driver's License.

Responsibilities

• Support customer service operations by answering calls and processing requests.
• Manage account billing and assist with payment methods.
• Process service orders and adjust customer accounts as needed.

Skills

Customer Service

Communication

Problem Solving

Billing Management

Education

High School Diploma or GED

Job description

General Description

Salary

Customer Experience Representative I: $18.93 - $23.66 Hourly

Customer Experience Representative II: $20.26 - $25.32 Hourly

Customer Experience Representative III: $21.68 - $27.09 Hourly

The role of the Customer Experience Representative I is to support the operations of the Customer Service Call Center and provide customer support. This is accomplished by replying to customer calls, processing requests; providing data and information to customer service field technicians; scheduling field appointments, interacting with internal and contracted billing agents; ensuring proper billing and adjustments; obtaining and correcting documentation; assist with payment options and more. Other duties include operating various computer systems and software, updating address information through returned mail, processing customer transfers and more.

Essential Functions

• Manages account billing by answering customer inquiries through the evaluation of accounts. In addition, provide assistance with collection activities through education and providing assistance with payment methods.
• Corresponds with customers by answering incoming phone calls; replying to customer requests and e-mails; distributing field technicians; replying to requests for water; and aiding customers on water outages
• Adjusts customer accounts by informing customers on adjustment policies; offering information on paperwork to ensure the adjustment to an account; recording adjustment requests; collecting necessary reads and documentation; determining and submitting adjustments; and updating spreadsheets.
• Processes service orders efficiently with minimal error to ensure they are fulfilled by Field personnel. In addition, process new, disconnect or transfer of service based on customer requests.
• All other duties as assigned.
  
  

Minimum Qualifications

• A minimum of a high school diploma or GED issued from an approved GED Administrator.
• Minimum of one-year relevant experience.
• Must possess and maintain a valid State of Florida Class E Driver's License.
  
  

Physical Demands

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and bend, kneel, squat, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Environmental factors include indoor, flat surface, noise, sitting with occasionally walking and standing.

Health, Dental, and Vision Medical Insurance

Employee Onsite Wellness Center

401(a) and 457 Retirement Plans

Retirement Match

Group Basic Life Insurance / AD&D

Paid Vacation and Holidays

Paid Sick Time / Sick Bank

Employee Assistance Program

Flexible Spending Account Program

Dependent Care (FSA)

Longevity and Christmas Bonuses

Tuition Reimbursement

01

What is the highest degree or level of school you have completed? If currently enrolled, highest degree received.

• High school graduate, diploma or GED from approved GED Administrator
• Some college, no degree
• Associates degree
• Bachelor's degree or higher
  
  

02

Do you currently possess a valid class E State of Florida Driver's License?

• Yes
• No
  
  

03

If you answered "No" to the above question, are you able to obtain a State of Florida Class E Driver's License prior to employment?

• Yes
• No
  
  

04

How many years of experience do you have working in a Call Center environment?

• No experience
• 1 year of experience
• 2 years of experience
• 3 years of experience
• 4 or more years of experience
  
  

05

How many years of experience do you have working in a Customer Service role?

• No experience
• 1 year of experience
• 2 years of experience
• 3 years of experience
• 4 or more years of experience
  
  

06

Please describe how you provide excellent customer service in your current role.

Required Question