Customer Care Representative
About The Position
As a Customer Care Representative with Lehigh County Authority (LCA) in Allentown, PA, you'll work directly with customers experiencing billing questions, payment concerns, service issues, water shutoffs, and leaks while partnering with coworkers across the organization to find solutions. This is an excellent opportunity for someone who enjoys variety, values accuracy, and takes pride in helping people navigate challenging situations while delivering a positive customer experience! As a key member of our Customer Care team, you’ll help customers, contractors, title companies, developers, field staff, and internal departments navigate a wide range of utility-related needs.
Requirements
- 2+ years of customer service experience in a high volume customer-facing environment.
- Experience with account inquiries, billing questions, service requests, or complex customer concerns.
- The ability to remain composed and professional when working with upset, frustrated, or escalated customers.
- Strong investigative and problem-solving skills, with the curiosity to dig into histories and issues to find answers.
- Excellent attention to detail and a dedication to providing a high degree of accuracy in your work.
- Strong follow-through and ownership, ensuring issues are fully resolved rather than simply passed along.
- Experience multitasking between phones, email, software systems, and multiple stakeholder requests.
- Proficiency with Microsoft Office and computer-based business systems.
- A high school diploma or GED.
Nice To Haves
- Experience in utilities, municipal services, accounts receivable, billing support, collections, call centers, telecommunications, banking, healthcare administration, or similar customer-focused environments is helpful!
Responsibilities
- Serve as a primary point of contact for customers calling about water shutoffs, high bills, payment plans, assistance programs, leaks, account questions, service concerns, etc.
- Prioritize competing demands from inbound calls, emails, walk-in visitors, and operational requests while maintaining a positive experience for all customers.
- Build trust with customers during difficult conversations by remaining calm, professional, and solution-focused while ensuring policies and procedures are followed.
- Navigate multiple systems to update customer information, process account changes, generate service requests, and maintain accurate records.
- Investigate customer account histories, billing discrepancies, misapplied payments, and payment-related questions, partnering with Finance and other departments to drive resolution.
- Troubleshoot unusually high utility bills and educate customers on next steps, available options, and applicable policies.
- Coordinate with title companies requesting final bills, developers working on new projects, meter technicians, contractors, and internal teams to keep work moving forward.
Benefits
- Starting pay range of $21.00 - $23.00 per hour
- Monday-Friday, 8:15 am – 4:45 pm schedule
- Opportunity to develop long-term expertise within an essential public utility organization
- Collaborative onsite team environment with support from experienced customer care professionals
- Medical, dental, and vision insurance for employees and eligible dependents
- Generous paid time off, personal days, excused absences, and paid holidays
- Company-paid life insurance, Short-term and long-term disability coverage
- Pennsylvania Municipal Defined Benefit Retirement Plan and a 457-retirement savings plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
