Individuals in the Customer Service Representative I - Contact position will function in the Customer Contact role. This role requires the following basic responsibilities. 

• In bound contact center, Customer Service Representative handles 50 calls a day on average and answers customer questions concerning services, billing, payment, lien law requirements, water quality, water pressure, plumbing and other water related concerns.
• Researches customer's information, assesses and fulfills customer needs, educates the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Uses all available contacts and historical records in SAP to analyze and resolve the customer's situation.
• Examines all relevant information in order to assess validity of complaints and determine possible causes.
• Opens new accounts, closes, and modifies customer accounts.
• Opens, cancels and modifies service orders.
• Keeps records of customer interactions, recording details of inquiries, complaints and comments, as well as action taken.
• Promotes company's website and Electronic Bill Presentment and Payment (EBPP) options to customers to improve adoption rate.
• Schedules and dispatches service order requests to field representative and provide customer with detailed information on what to expect.
• Coordinates customers' requests with Radio Dispatcher and schedule field work appointments.
• Performs billing adjustments to correct late charges assessed in error.
• Sends notification to appropriate department to correct billing, refund and water quality issues.
• Sends standardized written responses to customer inquiries or to notify them of investigation results and any planned adjustments.
• Maintains a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Performs other duties as assigned or required.

 Employees in this job classification may be required to work overtime as needed in the event of an emergency.