Customer Solutions Specialist I

Key Responsibilities

• Customer Interactions: Respond to customer inquiries via phone, email, and in person regarding water and wastewater services, billing issues, service requests and general information.
• Billing and Payments: Assist customers with understanding and resolving billings issues, including reviewing usage, processing payments, and issuing refunds when applicable.
• Service Requests: Process and manage customer service requests, such as initiating new service, disconnecting or reconnecting water service and addressing maintenance concerns or issues related to water quality and wastewater.
• Issue Resolution: Investigate and resolve customer complaints regarding service-related problems in a professional, timely manner, escalating issues as needed to a supervisor or relevant departments.
• Record Keeping: Maintain accurate customer records, including account information, service history, and correspondence.
• Education and Support: Educate customers on utility policies, rates, conservation programs, and available services. Provide guidance on proper usage, billing cycles, and payment methods.
• Collaboration: Work closely with other utility departments (e.g. maintenance, operations, billing) to ensure efficient service delivery and problem resolution.
• Emergency Support: Assist customers with reporting outages or emergency situations, coordinating with relevant departments to ensure timely response and resolution.
• Data Entry: Accurately input data into utility management software, ensuring customer accounts are updated with the latest information. 
• Compliance: Adhere to all relevant utility regulations, policies, and procedures.

JOB SKILLS AND MINIMUM QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily by the end of the probationary period.  The following are requirements representative of the required knowledge, skills, and abilities.

Language Skills

• Ability to effectively present information and respond to questions of managers, colleagues, customers and the general public both orally and in writing.

Mathematical Skills

• Ability to calculate figures and amounts such as water usage. 
• Ability to interpret and convey bar graphs.
• Ability to analyze and interpret customer account transactions.  

Problem Solving Ability

• Ability to apply understanding to carry out written and verbal instructions.
• Ability to resolve problems by utilizing logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. 

Specialized Skills

• Ability to type.
• Working knowledge of Microsoft Office applications preferred.
• Ability to be detail-oriented and multi-task in a fast-paced work environment.
• Ability to work efficiently and accurately in an atmosphere of frequent interruptions.
• Must have strong organizational skills and the ability to prioritize tasks.
• Ability to remain calm in stressful situations.

Machines and Equipment

Employee will be required to be proficient in utilizing and operating the following equipment to perform his/her job satisfactory by the end of the probationary period:

• Computer
• Telephone, Copier and Scanner

Additional Notes:

• Pre-employment satisfactory drug screening.