Columbus Water Works ยท 5 hours ago
Customer Service Specialist
Columbus, GA, US
Full-time
Onsite
Mid, Senior Level
$21.21/hr - $26.51/hr
3+ years expColumbus Water Works is seeking a Customer Service Specialist to lead customer service activities and support day-to-day operations. The role involves engaging with customers, processing service requests, and handling complaints while ensuring quality service delivery.
Health Care
Responsibilities
Provides minimal oversight and guidance to all call-in and appointments to the Customer Service Representatives
Interacts with customers primarily by phone and by appointments and receives orders for installation of new service, turn on, discontinuance or change in service and issue appropriate work orders, discontinuance orders, and/or final bills via database system maintenance
Fills out contract forms, determines charges for service requested, prepares change of address records and issues appropriate work orders
Adjusts and handles customer complaints concerning billing or service rendered, referring difficult complaints from customers to designated departments or supervisor for investigation
Processes builder/contractor applications for water, sewer and fire services
Computes rebates and/or adjustments on bills
Furnishes general information to customers regarding water services and billing inquiries
Performs a wide variety of administrative account-keeping and related tasks, to include Maximo, typing letters, reports and general correspondence
Maintains daily log of activities and customer contacts
Receives and responds to normal and/or escalated customer complaints and inquiries via telephone, in person and/or in writing
Explains division policies and procedures
Monitors and evaluates the quality, responsiveness, efficiency and effectiveness of the Customer Service Department for any Team Operational Training needs for continuous improvement
Maintains and oversees that all user tasks are completed on a daily basis
Oversees the Credit Refund Request Verification process for customers that have a credit balance on their closed accounts. All Specialist will serve as back-up
Evaluates minimum payment requirements based on departmental policies and procedures
Establishes delinquency arrangements or customer payment plans
Initiates appropriate work orders to terminate or restore service
Maintains CWW Customer Web Contacts to include correspondence and EFT/Autopay Report requests
Prepares, processes, and/or reconciles the monthly total reports from Customer Service
May serve in capacity of cashier in support of office operations
Proficient in English language written and verbal
Performs other related duties as required
Qualification
Required
High school diploma or GED required
Three years of progressively responsible experience in customer service performing administrative and analytical duties required
One-year supervisory experience responsible for one or more positions in a customer service and/or team environment required
Previous Call Center experience required
Working experience and knowledge of database systems, Microsoft Word, Excel, PowerPoint, Customer Information System or related software systems required
Must possess analytical and organizational skills and experience in the development and management of routine projects
Possess strong interpersonal and communication skills both oral and written to present ideas and information in a clear, concise, professional and courteous manner required
Good knowledge of general office operations and procedures and must be able to operate general office equipment such as a copy machine, fax machine, 16-key calculator required
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
Must possess a valid drivers' license
Preferred
By-lingual Spanish preferred
Possession of an Associate's Degree or higher in business administration or related field preferred
The ability to obtain Certification in Customer Service within one year of service preferred
Company
Columbus Water Works
Columbus Water Works (CWW) supplies drinking water and provides wastewater treatment to the Columbus area including Fort Moore as well as parts of Harris and Talbot Counties.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Carl Robertson
Chief Financial Officer; Senior VP of Communications, Customer Service & Financial Services
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