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Golden State Water Company · 2 months ago

Customer Service Center Associate (117.25)

San Dimas, CA

Full-time

Onsite

Entry, Mid Level

$22/hr - $36/hr

2+ years exp

Golden State Water Company is one of the largest investor-owned water utilities in the United States, delivering quality water to over 1 million people in California. The Customer Service Center Associate responds to customer inquiries, manages customer records, and assists with various service requests while ensuring compliance with company standards.

DeliveryInfrastructureQuality AssuranceTransportationWater

Responsibilities

Responds professionally and effectively to all types of customer inquiries and service requests via multiple channels of customer contact and according to Company and regulatory performance standards across all customer service areas

Creates and accesses customer records, researches, and navigates efficiently through the Customer Information System (CIS) to resolve customer complaints and account discrepancies

Assists customers with online customer self-service and electronic payment portal system access, navigation, and resolving technical issues

On a daily basis, assigns, tracks, and monitors on-cloud meter reading route downloads/uploads, provides assistance and support to users of the FCS Itron on Cloud software and smart devices

Analyzes and edits meter read data; with appropriate follow-up action

Processes customer payments accurately and prepares cashiers reports and deposits

Processes new customer applications and renewals for a variety of programs that may include but is not limited to Customer Assistance Program (CAP), hydrant meters, new services, backflow compliance, and fire flow tests, etc

Dispatches service and trouble calls accurately and timely to field service personnel

Accesses and researches field service orders, monitors Key Performance Indicators (KPI), and navigates efficiently through Mobile Workforce Management (MWM) system

Notifies GSWC management team and other departments of emergencies such as water outages, main breaks, etc

Performs higher level customer service center duties that include but are not limited to:

Sharing knowledge and mentoring newly hired staff

Responding to calls in the quality assurance and/or escalation phone skill sets

Completing quality audit checklists as assigned by supervisor(s)

Communicating complex regulations, billing and rate information to customers

May provide MWM and CC&B user support to Water Operations staff

Performs other duties as assigned

Qualification

Customer Information SystemMicrosoft OfficeMobile Workforce ManagementBilingual skillsUtility industry experienceAnalytical thinkingCustomer service orientationWritten communicationVerbal communicationTeam collaboration

Required

High school diploma or equivalent

Two (2) years relevant work experience at GSWC or five years of customer service experience in a professional environment

Familiarity with utility or comparable service industry, contact center systems and customer information system terminology

Must be proficient in computer skills including Microsoft Office

Must be able to read and interpret documents such as regulations, procedure manuals, and rate schedules, etc

Must be able to demonstrate the ability to prioritize assignments and work in order of urgency and sensitivity

Proficiency in PC applications such as Windows, Word Processing, Spreadsheets and Internet

Good written and verbal communication skills

Ability to communicate effectively with their supervisor, co-workers and the public

Ability to perform basic mathematic functions, calculate figures, and reconcile account information

Bilingual skills may be required

May require varied shift assignments based on business needs, including working in all weather conditions, during all hours of the day

Physical demands include but are not limited to standing, climbing, walking, lifting, bending, pulling and/or pushing, grasping, reaching, stooping and crouching, sitting, typing, walking, reading, writing, color determination, speaking and listening for extended periods of time

Benefits

Medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents

Paid vacation and sick time

Twelve Company paid holidays per year

401(k) retirement plan

Defined Contribution Profit Sharing retirement plan

Life, AD&D, and LTD insurance

Health savings account

Flexible spending plans

Company

Golden State Water Company

Founded in 1929, Golden State Water Company (Golden State Water) is an investor-owned public utility that provides water service to more than 1 million customers in over 80 communities in Northern, Coastal and Southern California.

Founded in 1929

San Dimas, California, USA

501-1000 employees