Customer Support Representative

Description

PRIMARY FUNCTIONS

Assist in maintaining an efficient and effective office operation serving as a customer service representative and performing duties as delegated by this job description and supervisory personnel. Comply with all policies outlined in employee handbook.

ESSENTIAL FUNCTIONS

• Managing high volume of inbound and outbound calls in a timely manner 
• Identifying customers’ needs, clarifying information, research issues, and provide solutions. 
• Process move request for utility service by telephone, correspondence, and in person.
• Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures with phone calls, emails, or walk-in customers.
• Explain and handle leak adjustment requests as set forth in the leak adjustment policy.
• Assist customers with payment arrangements, and any other assistance they may require.
• Process and correct monthly zip code report. 
• Assist customer with purchase of new taps.
• Perform related duties and responsibilities as required. 
• Emergency duty as assigned
• Other duties as assigned

Requirements

JOB SPECIFICATIONS: specialized, technical, or practical knowledge, skills, experience, or abilities are needed to perform the job

A. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• High school diploma or GED
• Valid Tennessee Driver’s License
• Three or more years of experience or training
• Fundamental principles of human relations 
• English usage, Bi-lingual is a plus
• Business math 

B. SKILLS REQUIRED:

• Excellent computer and typing skills in office applications
• Office procedures and equipment 
• Ten key skills
• Strong phone and verbal communication skills along with active listening and the ability to ask probing questions, understand concerns, and overcome objections
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone. 
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively Ability to learn and navigate new software quickly

C. ABILITIES REQUIRED (work characteristics, behaviors, leadership abilities, etc.)

• Must have initiative and be resourceful in problem solving 
• Self-motivated, requiring minimal supervision
• Strong communication skills, both verbal and written 
• Work requires the ability to read reports, bills, manuals, memorandum, policies, procedures, and general correspondence.
• Answer customer questions, investigate and resolve complaints pertaining to utility billing procedures.
• Work requires the ability to perform general math calculations such as addition, subtraction, multiplication, and division.
• Work requires the ability to author reports, letters, and general correspondence. 
• Normal tasks require the use of definite procedures with moderate deviation. Judgment is required to apply the proper course of action. 

PHYSICAL DEMANDS: physical demands under which the job is performed

• Typically sitting at a desk or table.
• Intermittently sitting, standing, or walking.

WORKING CONDITIONS: normal or usual conditions where work is performed

Work is performed in office setting with moderate noise (primarily from office equipment). The physical demands 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.