Customer Care Representative

About the role

This position is the primary liaison between customers and the service team, focused on providing exemplary customer service through phone and personal contact. Duties include upselling, inside sales responsibilities, and coordinating service activities to ensure safe, timely, and efficient responses to customer needs. Advanced knowledge is required where water solutions are offered. Light office administration and special project assistance may also be assigned.

Responsibilities

• Provide exceptional customer service through phone and personal contact
• Resolve or escalate customer inquiries and/or complaints as needed
• Process counter transactions
• Document and update customer records based upon interactions
• Process payments and maintain customer accounts
• Assist with light collections or handle billing inquiries as assigned
• Provide resolution to gas and/or water service needs of customers
• Determine that service requests are within the scope of work performed by Company
• Maintain and manage parts inventory
• Ensure all paperwork is complete and accurately submitted in a timely manner
• Take responsibility regarding all aspects of daily tasks and actions
• Maintain professionalism, integrity, security, image, and confidentiality of information and records
• Attend all safety meetings, training, and/or in-services
• Regular attendance at the worksite is required

Qualifications

• Ability to provide excellent customer service and build rapport with customers
• Solid organizational and communication skills
• Good phone skills and computer literacy (MS Office)
• Ability to work independently and effectively manage time
• Must be dependable with a stable work history
• Ability to follow verbal and written directions
• Ability to maintain stability under pressure and be flexible and willing to modify plans and behavior when necessary
• Effectively collaborate with leadership and employees to establish goals and standards
• Demonstrate a strong commitment to customer service and safety
• Ability to be a positive representative of the Company both internally and externally
• Ability to work with respect and cooperation at all times with fellow employees and customers
• Strong data entry skills and attention to detail
• Ability to work well in a fast-paced environment

Experience & education

• High school diploma / GED is required
• Minimum of 3 years of experience in an office environment preferred
• Customer service or inside sales experience preferred

Physical requirements

• Sit for extended periods of time; stand, walk, bend, crouch, squat, and twist on occasion
• Perform light lifting of supplies and materials from time to time
• Communicate with and exchange information verbally and in writing
• Move about in an office environment
• Work using repetitive motion
• Specific vision abilities include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus
• Work requires physical efforts associated with using the computer and phones to access information

Working environment

• Regularly in an office environment
• Regularly interrupted to meet the needs and requests of fellow employees and/or customers
• Regularly required to manage a number of tasks at one time
• Regularly experience a busy environment requiring excellent organizational, time, and stress management skills
• Regularly exposed to sensory demands due to excessive computer use
• Noise level is usually moderate
• Position requires physical presence at the work site during regularly scheduled hours

Local travel only.