Customer Service Representative II

• Paid Time Off: Starting at 3 weeks annually along with 11 company-paid holidays.
• Health and Wellness Benefits: The first day of the month after your start, you'll have access to your health, dental, prescription and vision benefits to help you stay well.
• 401(k) Program with Matching Contribution: We offer a 100% match on contributions up to 4% of your salary, plus an additional 3% employer contribution.
• Grow With Us: Professional development opportunities through training, professional certifications, and education allowance.
• Additional Benefits: Other great benefits include company provided life insurance and Employee Assistance Program just to name a few.
• Employee Resource Groups (ERG): ERGs are voluntary employee groups that form based on shared characteristics or backgrounds and are sponsored by the organization.

The Customer Service Representative II provides timely, accurate, and professional support to customers by handling somewhat complex inquiries, resolving complaints, and supporting account-related activities. This role serves as a key point of contact for customer issues, including billing and service concerns, and partners closely with internal teams to ensure resolution and a positive customer experience.

• Respond to customer inquiries via phone, email, chat, or written correspondence, handling more complex service issues and escalating when appropriate
• Answer incoming calls and resolve customer questions related to billing, payments, service issues, and account activity
• Review and respond to customer correspondence in a timely and accurate manner
• Gather and assess customer information to determine appropriate next steps, ensuring timely resolution or escalation of issues
• Initiate and document field activities to track, own, and resolve customer complaints
• Assist customers with account-related activities, including new service setup, move-outs, account updates, work order creation, and payment processing
• Explain billing statements, payment plans, and assistance programs, partnering with Billing to support bill corrections (e.g., cancellations, re-bills, back-bills)
• Provide information on service-related topics such as service disruptions, leaks, odors, water quality, conservation, and tariffs
• Maintain accurate and detailed records of customer interactions, transactions, and resolutions in system tools
• Partner with internal teams, including field operations, billing, and collections, to resolve customer issues and improve service delivery
• Ensure compliance with company policies, procedures, and regulatory requirements when handling customer inquiries and payment arrangements
• Deliver a high level of customer service by managing more complex and sensitive customer interactions effectively

Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Knowledge, Skills, and Abilities

• Strong verbal and written communication skills
• Ability to handle complex customer inquiries and resolve issues with sound judgment
• Strong problem-solving and critical thinking skills
• Ability to multitask and manage competing priorities in a fast-paced environment
• High attention to detail and accuracy
• Customer-focused mindset with the ability to handle difficult or sensitive situations professionally
• Ability to follow procedures while identifying when escalation or partnership is needed
• Proficiency with computer systems and customer service platforms

Qualifications

• High School Diploma or GED
• 2 years of customer service or contact center experience

This role is primarily based in an indoor office environment under standard working conditions. The position requires regular use of a computer, telephone, and other office equipment, with the ability to remain seated or in one position for extended periods throughout the workday.

The role requires sustained focus and attention, including managing multiple customer interactions and working on a computer for extended periods.