Water Utility Customer Experience Specialist

Washington Water Service; Bakersfield (CA); On-site; USD 40,000 - 47,000; Full time

Job summary

California Water Service Group (Cal Water) invites you to build a meaningful career as an Associate Customer Service Professional in Bakersfield, delivering exceptional customer experiences through in-person, phone, web, email and chat interactions. You will resolve inquiries about services, billing and water quality while upholding the highest standards of integrity and professionalism.

The role emphasizes empathy, initiative, and teamwork within a respected utility provider.

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.
• Ability to prioritize multiple tasks in a fast paced 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.
• 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.

Skills

Customer service

Communication

Multitasking

Microsoft Office

Oracle CSC&Billing

Education

High school diploma

Tools

Oracle Customer Care & Billing

Field Collection System Application (FCS)

Microsoft Office

Job description

California Water Service Group (Cal Water) invites you to build a meaningful career as an Associate Customer Service Professional in Bakersfield, delivering exceptional customer experiences through in-person, phone, web, email and chat interactions. You will resolve inquiries about services, billing and water quality while upholding the highest standards of integrity and professionalism.

The role emphasizes empathy, initiative, and teamwork within a respected utility provider.