ESSENTIAL FUNCTIONS: To provide our Water, Wastewater, Contract Ops and SLPP customers with Superior Customer Service and to update and maintain data in the customer information system.

DUTIES:

• Respond to customer contacts in writing, by phone, in person, by e-mail and fax.
• Respond to customer’s contacts pertaining to water quality. Schedule water quality field orders and contact water quality personnel when necessary.
• Respond to Collection customers by phone, in person, by e-mail and fax.
• Explain bills to customers.
• Create and mail exception bills to customers due to property transfers, new occupancy – turn on, shut off, incorrect meter reading - cancel re-bill.
• Schedule appointments requested by customers – meter changes, property transfers, turn on, shut off.
• Analyze customer issues and determine a course of action.
• Create field inspections when needed.
• Record all customer contacts in the customer information system.
• Responsible for updating and maintaining all customer information in the customer information system.
• Create person and account for new wastewater customers and create and mail turn on bill with welcome packet information.
• Assist in co-worker employee training when needed.
• Respond to customer service/billing issues from contract operations. (Delaware City, Dagsboro, Riverside PA, etc.)
• Process all meter change letters and the associated follow up process.
• Process too many estimate letters and the associated follow up process.
• Occupancy notices from developers - schedule inspections and update customer information in the customer information system.
• Remove and distribute voice mail messages to the appropriate personnel from the customer service department voice mailbox.
• Remove meter readings from the meter reading voice mailbox. Update the meter readings in the customer information system.
• Research mail returned from the Post Office. Update mailing information corrections in the customers information system.
• Service Line Protection Program - add new customer accounts and assist customer with questions and inquiries.
• Waive late payment penalties for customers when necessary.
• Perform the duties of the credit refund process.
• Process service deposit refunds – review refund reports, mail checks and letters.
• Cross train in other Customer Relations departments and act as backup when needed such as Billing and Sussex Customer Service.
• Prepare customer welcome packets and create welcome letters.
• Attend skills training and call monitoring program.
• Provide backup support for outgoing mail processing.
• Adhere to all safety rules and procedures.
• Perform any and all appropriate functions as required.

EDUCATION/EXPERIENCE REQUIREMENTS:

High school graduate plus minimum 5 year’s previous experience. Must be detail oriented and possess excellent verbal and written communication skills, PC/Windows, MS Word, MS Excel, keyboarding, calculator. and excellent organizations skills. Knowledge of utility billing systems a plus. Ability to speak conversational Spanish a plus.

ADDITIONAL REQUIREMENTS:

Required physical activities include stooping and reaching to access files. The ability to manipulate a keyboard is necessary for on-line communications, preparation of correspondence on a PC. and the use of a calculator. Speaking, hearing, writing, and reading are necessary to effectively communicate with customers and other departments in the Company in person and by telephone. Visual acuity is required for working on P.C. and with the preparation of necessary documents. Requires the ability to learn related steps, a sequence of operations and steps, operational processes and/or elementary methods. Also requires the ability to research and analyze routine problems or data pertaining to problems of a routine nature. Basic levels of business math, accounting ability in assignments related to data input, and beginning level analysis is exercised.

PHYSICAL EFFORT:

Sedentary work.

WORKING CONDITIONS AND ENVIRONMENT:

Climate-controlled office environment.

ARTESIAN IS COMMITTED TO PROVIDING REASONABLE ACCOMMODATIONS UNDER THE AMERICANS WITH DISABILITIES ACT.

Job Type: Full-time

Pay: From $21.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 5 years (Preferred)

Work Location: In person