Customer Service Center Associate (57.26)

About the role

Golden State Water Company is one of the largest investor-owned water utilities in the United States. We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California. Golden State Water has been in business for more than 90 years because we put customers first.

Responsibilities

• Responds professionally and effectively to all types of customer inquiries and service requests via multiple channels of customer contact and according to Company and regulatory performance standards across all customer service areas
• Creates and accesses customer records, researches, and navigates efficiently through the Customer Information System (CIS) to resolve customer complaints and account discrepancies
• Affords customers with online customer self-service and electronic payment portal system access, navigation, and resolving technical issues
• Affords daily assistance and support to users of the FCS Itron on Cloud software and smart devices, analyzes and edits meter read data; with appropriate follow-up action
• Processes customer payments accurately and prepares cashiers reports and deposits
• Processes new customer applications and renewals for a variety of programs that may include but is not limited to Customer Assistance Program (CAP), hydrant meters, new services, backflow compliance, and fire flow tests, etc.
• Dispatches service and trouble calls accurately and timely to field service personnel
• Accesses and researches field service orders, monitors Key Performance Indicators (KPI), and navigates efficiently through Mobile Workforce Management (MWM) system
• Notifies GSWC management team and other departments of emergencies such as water outages, main breaks, etc.
• Performs higher level customer service center duties that include but are not limited to: Sharing knowledge and mentoring newly hired staff, responding to calls in the quality assurance and/or escalation phone skill sets, completing quality audit checklists as assigned by supervisor(s), communicating complex regulations, billing and rate information to customers, may provide MWM and CC&B user support to Water Operations staff
• Performs other duties as assigned

Requirements

• High school diploma or equivalent
• Two (2) years relevant work experience at GSWC or five years of customer service experience in a professional environment
• Familiarity with utility or comparable service industry, contact center systems and customer information system terminology
• Proficient in computer skills including Microsoft Office
• Ability to read and interpret documents such as regulations, procedure manuals, and rate schedules, etc.
• Ability to demonstrate the ability to prioritize assignments and work in order of urgency and sensitivity
• Proficiency in PC applications such as Windows, Word Processing, Spreadsheets and Internet
• Good written and verbal communication skills
• Ability to communicate effectively with their supervisor, co-workers and the public
• Ability to perform basic mathematic functions, calculate figures, and reconcile account information
• Bilingual skills may be required
• May require varied shift assignments based on business needs, including working in all weather conditions, during all hours of the day
• Physical demands include but are not limited to standing, climbing, walking, lifting, bending, pulling and/or pushing, grasping, reaching, stooping and crouching, sitting, typing, walking, reading, writing, color determination, speaking and listening for extended periods of time

Qualifications

• Trustworthy; strong personal integrity
• Strong level of accountability and ownership
• High quality communication skills, both verbal and written (including email)
• Analytical and critical thinker
• Ability to maintain strong relationships with field service personnel
• Collaborative and team oriented
• Professional with internal and external customers
• Customer service-oriented
• Excellent multi-tasking, time management and organizational skills
• High degree of initiative; a self-starter

Skills

• Computer skills including Microsoft Office
• Reading and interpreting documents such as regulations, procedure manuals, and rate schedules, etc.
• Basic mathematic functions, calculating figures, and reconciling account information
• Communication skills (written and verbal)
• Customer service skills
• Problem-solving skills
• Time management and organizational skills

Benefits

Our Company supports our employees with rich benefit programs and resources to help them thrive today and prepare for tomorrow. Benefit options include medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents. We also offer paid vacation and sick time and twelve Company paid holidays per year. To help our employees plan for the future, we offer both a 401(k) retirement plan as well as a Defined Contribution Profit Sharing retirement plan. Additional benefits include life, AD&D, and LTD insurance as well as health savings account and flexible spending plans.

Pay

The compensation range provided is in compliance with state specific laws. Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors.

Schedule

Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors.