What are the responsibilities and job description for the Customer Care Coordinator - $22.15/hourly position at Douglas County Water Authority?
Department: Customer Service
Pay Grade: 106
FLSA Status: Non-Exempt
JOB SUMMARY
This position performs moderately difficult customer service, billing, and clerical work calling for accuracy and excellent customer relations and cash handling skills. Work involves a variety of customer service, clerical, billing, and record keeping duties and the use of discreet judgment in applying department rules to customer problems. The employee works with some degree of independence and is supervised by the Customer Service Supervisor.
ESSENTIAL JOB FUNCTIONS
- Serves as initial point of contact on non-routine customer calls or issues requiring investigation.
- Researches complex customer issues, escalated leak and repair concerns.
- Responsible for handling initial escalations on customer issues and problems.
- Solicits customer feedback to improve customer service.
- Insures that the customer receives an adequate level of service and support with each concern or request.
- Tracks and maintains constant communication with the customer from the beginning to the end of any problem, issue or concern.
- Educates customers on various aspects of the business as needed for a better understanding of our process and procedures.
- Negotiates resolution to complex, non-standard customer concerns and makes recommendations to management regarding the outcome.
- Gathers and analyzes available data and information which may assist with problem resolution and customer education.
- Initiates the adjustment process when required.
- Trouble shoots customer inquiries and works with other departments as needed.
- Analyzes trends and reports regarding the delinquency status of customer accounts and makes recommendation as to what action should be taken.
- Informs management of escalating issues.
- Ability to work on special projects.
- Performs other related duties as required/assigned.
Education and Experience:
QUALIFICATIONS
Associates Degree and three (3) years of customer service experience or an equivalent combination of education and experience.
Special Qualifications:
May occasionally serve as “in charge” role in the absence of the supervisor.
Knowledge, Skills and Abilities:
- Knowledge of standard office equipment and procedures.
- Knowledge of elementary bookkeeping practices, collections, and billing procedures.
- Knowledge of basic arithmetic and English.
- Skill in the use of computers and appropriate software.
- Skill in customer service and problem solving techniques.
- Skill in organization techniques to efficiently complete tasks.
- Ability to read and interpret data correctly.
- Ability to follow complex written and oral directions.
- Ability to read, write, and communicate effectively with customers and other employees.
- Ability to work within an environment that may be stressful and where tack and diplomacy are important to customer service work.
PHYSICAL DEMANDS
The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Additionally, the following physical abilities are required:
- Fingering: picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
- Hearing: sufficient to perceive the nature of sounds at normal speaking levels with or without correction; ability to receive detailed information through oral communication, and to make the discrimination in sound.
- Mental Acuity: sufficient to make rational decisions through sound logic and deductive processes.
- Talking: sufficient to express or exchange ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
WORK ENVIRONMENT
Work is performed in an office environment. The noise level in the work environment is usually moderate.
Typical hours for this position are Monday through Friday from 7:30 a.m. to 5:30 p.m. with every other Friday off. This position may require occasional overtime.
Salary : $22