Customer Service Representative (Call Center Representative)

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Position Summary

Provide customer service support by answering calls in the high volume Service Authority Customer Service Call Center. Duties include, but are not limited to: answering customer calls; responding to general customer inquiries and requests for services, terminations, billing information and other related matters; conducting account research; and applying changes to customer accounts as needed.

Position Responsibilities / Essential Job Functions

• Responds to customer needs by answering general billing and account questions(i.e., account balance, disconnect information, general components of a bill, bill due dates, etc.) and responding to requests for service and assistance.
• Applies routine changes to customer accounts (including account header adjustments) such as late fee and delinquency fee waivers and return payment fee waivers.
• Responds to assigned call types within the established KPI (Key Performance Indicators) quality score and call handling time.
• Navigates customer accounts using Cayenta software and inputs customer data as needed.
• Conducts basic account research (using Cayenta, PolicyTech software and the Prince William County Land Records Database) to obtain information and/or resolve problems.
• Recalculates basic bill charges for customers; provides courtesy billing adjustment information to customers; and creates and sends routine service orders to Field Service Technicians.
• Follows Service Authority and Customer Service Call Center policies and procedures.
• Assists customers with creating on-line accounts and passwords to access the Service Authority website.
• May be deemed essential at any time.
• Performs other duties as assigned.

Essential Skills and Experience

Essential Skills and Experience:

• Ability to answer/process large volume of telephone calls in a call center in a courteous, professional and clear manner.
• Ability to respond to all call types within the established KPI quality score of at least 3.5 or higher; and achieve KPI call handling time of 4.0 - 4.5 minutes.
• Ability to comprehend and follow Customer Service Call Center and Service Authority policies and procedures.
• Ability to learn and demonstrate the customer service skills established in the "Pipeline to Customer Excellence" training program; and call procedures outlined in the "5-Step Call Flow Process"(Prepare, Greet, Identify Needs, Address Needs and Close the Call).
• Ability to apply the procedures of the 5-Step Call Flow Process when answering customer calls; and ability to use open and closed ended and probing questions.
• Ability to demonstrate general analytical and problem solving skills in order to assess calls for appropriate account action; answer general questions about customer bills; and perform basic math calculations to resolve customer billing questions and issues.
• Ability to learn and demonstrate general knowledge of account header adjustments and Service Authority Leak Adjustment policies.
• Possesses general keyboarding skills and ability to learn, demonstrate and navigate computer software programs including, but not limited to Cayenta.
• Possesses effective research skills in order to conduct customer account research.
• Possesses excellent verbal and interpersonal communication skills.
• At least one year of high call volume (40 - 60 calls per day) call center experience.
• High school diploma or GED.
• Or combination of education and experience as described above.

Preferred Skills and Experience:

• Two or more years of high call volume (60 - 80 calls per day) call center experience in a similar industry.
• Possesses at least six months of recent phone experience within an office environment entailing inbound or outbound calling.
• Some education above the high school level is preferred and/or technical training plus related experience.
• Multilingual abilities are preferred.

Special Requirements:

• N/A

Reporting to this Position:

• None

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands:The work is mostly sedentary with periods of light physical activity. Typical positions require workers to walk or stand for short periods; lift and carry up to 20 pounds; climb stairs, bend, reach, hold, grasp, and turn objects; and operate computer or typewriter keyboards.The work requires the ability to speak clearly and to see and hear clearly with our without accommodation.
• Work environment:Primary works is performed indoors in a standard office setting.The noise level in the work environment is usually moderate. Work is subject to frequent interruptions.

The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this .The qualifications do not express absolute employment or promotional standards. They are general guidelines that should be considered along with the job related selection or promotional criteria.