Customer Service Center Associate (79.26)

About the role

Golden State Water Company is one of the largest investor-owned water utilities in the United States, delivering quality, reliable water to more than 1 million people in over 80 communities throughout California. The Customer Service Center Associate is proficient in the use and application of tools, equipment, software, processes, and procedures required to perform essential duties and responsibilities. Duties are prioritized based on work unit assignments, with performance measures tied to accountability, customer focus, teamwork, problem solving, and productivity.

Responsibilities

• Respond professionally and effectively to all types of customer inquiries and service requests via multiple channels, adhering to Company and regulatory performance standards.
• Create and access customer records, research, and navigate the Customer Information System (CIS) to resolve customer complaints and account discrepancies.
• Assist customers with online self-service and electronic payment portal access, navigation, and technical issue resolution.
• Assign, track, and monitor on-cloud meter reading route downloads/uploads; provide support for FCS Itron on Cloud software and smart devices.
• Analyze and edit meter read data, taking appropriate follow-up action.
• Process customer payments accurately and prepare cashier reports and deposits.
• Process new customer applications and renewals for programs such as the Customer Assistance Program (CAP), hydrant meters, new services, backflow compliance, and fire flow tests.
• Dispatch service and trouble calls accurately and timely to field service personnel.
• Access and research field service orders, monitor Key Performance Indicators (KPI), and navigate the Mobile Workforce Management (MWM) system.
• Notify GSWC management and other departments of emergencies such as water outages and main breaks.
• Perform higher-level customer service duties, including mentoring new staff, handling escalation calls, completing quality audit checklists, and communicating complex regulations and billing information to customers.
• Provide MWM and CC&B user support to Water Operations staff as needed.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent.
• Two years of 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.
• Proficiency in computer skills, including Microsoft Office, Windows, word processing, spreadsheets, and internet applications.
• Ability to read and interpret documents such as regulations, procedure manuals, and rate schedules.
• Strong prioritization skills to manage assignments based on urgency and sensitivity.
• Good written and verbal communication skills.
• Ability to communicate effectively with supervisors, co-workers, and the public.
• Basic mathematical skills, including calculating figures and reconciling account information.
• Bilingual skills may be required.
• Ability to work varied shifts based on business needs, including all hours of the day and in all weather conditions.

Qualifications

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

Physical Demands

• Standing, climbing, walking, lifting, bending, pulling, pushing, grasping, reaching, stooping, and crouching.
• Sitting, typing, reading, writing, and color determination for extended periods.
• Speaking and listening for extended periods.

Benefits

• Medical, dental, and vision plans with the Company covering 85% of the monthly premium for employees and eligible dependents.
• Paid vacation and sick time.
• Twelve Company-paid holidays per year.
• 401(k) retirement plan and Defined Contribution Profit Sharing retirement plan.
• Life, AD&D, and LTD insurance.
• Health savings account and flexible spending plans.

The responsibilities of this position involve access to confidential, private, and sensitive information. Therefore, the individual filling this position will be required to pass a background check. Reasonable accommodations will be made to enable individuals with special needs to perform essential functions.