Customer Experience Representative - All Levels

Hourly pay ranges by level: Customer Experience Representative I: $19.12 - $23.90
Customer Experience Representative II: $20.46 - $25.57
Customer Experience Representative III: $21.90 - $27.36

About the role

The Customer Experience Representative supports the operations of the Customer Service Call Center and provides customer support by handling calls, processing requests, scheduling field appointments, interacting with billing agents, ensuring proper billing and adjustments, and assisting with payment options.

Responsibilities

• Manage account billing by answering customer inquiries and evaluating accounts; assist with collection activities by educating customers on payment methods.
• Correspond with customers via phone, email, and other channels to address requests, distribute field technicians, handle water outages, and provide general assistance.
• Adjust customer accounts by explaining adjustment policies, collecting necessary documentation, recording adjustment requests, and updating spreadsheets.
• Process service orders (new, disconnect, or transfer of service) efficiently with minimal error to ensure fulfillment by field personnel.
• Update address information through returned mail and process customer transfers.
• Operate various computer systems and software.
• Perform all other assigned duties.

Requirements

• High school diploma or GED issued from an approved GED Administrator.
• Minimum of one year of relevant experience.
• Valid State of Florida Class E Driver’s License (or ability to obtain prior to employment).

Physical Demands

The physical demands described are representative of those required to perform the essential functions of this job.

• Regularly required to sit; use hands to handle or feel; and talk or hear.
• Frequently required to reach with hands and arms.
• Occasionally required to stand, walk, bend, kneel, squat, or crawl.
• Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Working Conditions

The work environment characteristics described are representative of those encountered while performing the essential functions of this job.

• Moderate noise level in an indoor setting.
• Primarily sedentary with occasional walking and standing.

Benefits

• Health, dental, and vision insurance.
• Employee onsite wellness center.
• 401(a) and 457 retirement plans with employer match.
• Group basic life insurance / AD&D.
• Paid vacation and holidays.
• Paid sick time and sick bank.
• Employee Assistance Program (EAP).
• Flexible Spending Account (FSA) and Dependent Care FSA.
• Longevity and Christmas bonuses.
• Tuition reimbursement.