Associate Customer Service Representative
About The Position
California Water Service Group (Cal Water) is seeking an Associate Customer Service Professional to provide exceptional customer service in person and through phone, web, email, and chat. The role focuses on resolving customer needs and providing a positive, professional experience while representing the company and building customer loyalty. Customer Service Professionals are expected to demonstrate empathy, initiative, ownership, integrity, and professionalism, and to collaborate with colleagues and leadership as one team. The position handles customer requests and inquiries related to services, water quality, and billing; schedules and follows up on service and emergency requests; maintains account records; and completes work orders, reports, account research, data entry, payment processing, and cashiering. Additional activities include dispatching, supporting meter-reading functions, preparing bank deposits and daily cash reports, following up on past-due accounts, and assisting with the Cross Connection Control program. The role is 100% in office, with no remote-work option, and may require day travel within the region for training or team building.
Requirements
- High school diploma or equivalent.
- At least two years of customer service or related water industry experience.
- Ability to assist customers with a variety of transactions through a seamless and friendly experience.
- Ability to defuse customer situations and provide timely, effective resolutions.
- Ability to protect the security and privacy of customer information through education, compliance, and issue resolution.
- Proficiency with multiple operating systems, such as Microsoft Office, Oracle Customer Care & Billing, and the Field Collection System Application (FCS).
- Clear and effective communication and strong interpersonal skills.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Ability to perform basic mathematical functions, calculate figures, and reconcile account information.
- Accuracy, attention to detail, and ability to handle multiple priorities.
- Strong reading and writing skills, including the ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
- Day travel within the respective region may be required for training and/or team building.
Responsibilities
- Resolve customer needs and provide superior customer experiences through customer contact channels.
- Address customer requests and inquiries concerning services, water quality, and billing.
- Schedule and follow up on service and emergency requests.
- Generate and complete work orders and emails, document customer accounts, and perform data entry.
- Perform tasks associated with daily, monthly, quarterly, and annual reports and account exceptions.
- Provide customers with information about company programs and services.
- Communicate with outside agencies and departments regarding service efforts.
- Communicate between regional customer support centers and local districts.
- Perform dispatching tasks and create and complete service orders as needed.
- Support meter-reading functions, including route assignment and daily auditing using the Field Collection System Application (FCS), including AMR and AMI.
- Research and complete daily billing exceptions and approve sample bills.
- Prepare bank deposits and daily cash reports.
- Process payments and perform cashiering.
- Monitor and follow up on accounts with past-due balances.
- Enter data for the Cross Connection Control program and complete related printing and mailings as needed.
- Maintain customer service records.
- Follow up on social media inquiries.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
