Customer Service Associate - Water Utility Dispatch

California Water Service Company; Chico (CA); On-site; USD 40,000 - 47,000; Full time

Job summary

California Water Service Company is seeking an Associate Customer Service Professional to provide exceptional service in person, by phone, web, e-mail, and chat from Chico, CA. You will handle inquiries, resolve issues, and support billing, water quality, and service requests with a team-oriented approach.

Responsibilities include scheduling, data entry, report preparation, and coordinating with internal departments.

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
• 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

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
• 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 as assigned
• Social media inquiry follow up

Skills

Customer service

Communication

Multitasking

Attention to detail

Reading & writing

Problem resolution

Education

High school diploma or equivalent

Tools

Microsoft Office

Oracle Customer Care & Billing

Field Collection System Application (FCS)

Job description

California Water Service Company is seeking an Associate Customer Service Professional to provide exceptional service in person, by phone, web, e-mail, and chat from Chico, CA. You will handle inquiries, resolve issues, and support billing, water quality, and service requests with a team-oriented approach.

Responsibilities include scheduling, data entry, report preparation, and coordinating with internal departments.