Builder Services Representative I

About the role

Performs growth customer support including order intake, order status updates, communicating schedule availability and setting up customer accounts related to new services and meter sets.

Responsibilities

• Research and reconcile customer order activity utilizing systems including but not limited to:
  • Banner
  • Microsoft Dynamics
  • Email
  • Phone
  • P-CAD
• Assist customers, employees, and others via telephone, and/or electronic communications with order inquiries.
• Collaborate with engineering, scheduling/dispatch, meter reading field operations and other groups as needed to assist growth customers.
• Maintain logs and/or records including but not limited to:
  • Service orders
  • New meter sets
  • Elevated Pressure Requests
  • Builder Billing
  • Miscellaneous customer correspondence
  • Accounts requiring follow-up actions
• Research, compile, maintain, and/or prepare reports and correspondence including but not limited to (as specified by position):
  • Customer correspondence
  • Customer assistance reports
  • Complaint records
  • Monthly and annual complaint reports
  • Account/identity verifications
  • Bill breakdowns
  • Customer complaints
  • Letters of Credit (irrevocable and regular)
  • Life-threatening claims
• Regular and reliable attendance is required in performance of job.
• Employee may be required to perform additional duties as assigned.

Qualifications

• This role typically calls for two to four years of relevant experience; minimum of one-year relevant experience is required.
• Education can substitute for experience if applicable. Typically, one year of formal education is equivalent to one and a half to two years of relevant experience.
• Experience in use and function of office equipment applicable to position including:
  • Keyboards such as computers and typewriters
  • Calculators
• Application of basic arithmetic: addition, subtraction, multiplication, and division. Application of decimals and percentages.
• Experience applying customer service policies and procedures.
• Experience and training related to:
  • Customer relations
  • Banner
  • Communication/interpersonal skills
  • Applicable customer service policies and procedures
  • Basic Customer Service Field procedures
• Experience reading and interpreting customer account information, maps, and atlas pages.
• Experience compiling and preparing customer account information, correspondence, and reports (as specified by position).
• Demonstrated ability to read and write fluently in English.

Physical requirements

• Lift or move objects weighing up to 10 pounds 4–5 times a day; up to 20 pounds 1–2 times a day.
• React immediately to emergency situations to prevent injury to self and others.
• Able to operate tools and equipment required.

Communication requirements

• Communicate and/or exchange verbal and written information and instructions.

Visual requirements

• Sufficient to perform job duties.