Customer Experience Representative I - Temporary (Customer Service)

Spartanburg Water & Sewer•Spartanburg, SC

About The Position

Under regular supervision, performs customer service duties including handling inbound customer calls, processing applicants for new water and sewer service, and addressing customer concerns. The role reports to the Customer Service Supervisor and involves working with customers and other internal and external contacts while processing utility accounts and resolving inquiries and complaints. This is a temporary/seasonal, first-shift position.

Requirements

High school diploma or equivalent.
Customer service duties include handling inbound customer calls, processing water and sewer service applications, and addressing customer concerns.

Responsibilities

Use contact center software to respond promptly to inbound calls and maintain coverage for varying call volumes and walk-in traffic; meet quality and productivity goals.
Handle inbound customer calls that may be monitored for professionalism, courtesy, active listening, tone, knowledge, interpersonal skills, and problem resolution.
Answer and direct calls accurately and courteously, and communicate with customers, landlords and property managers, local government and charitable agencies, and internal personnel.
Serve as a liaison between customers and departments including Field Services and C&D; record comments, inquiries, complaints, and actions taken in the business computer system.
Process transactions to establish or terminate service, handle utility deposits, and update account information; determine service availability and identify related accounts, including irrigation meters and fire protection accounts.
Collect outstanding bills and bad debts referred through the Municipal Association of South Carolina debt set-off program in accordance with established policies and procedures.
Determine service fees and deposit requirements, process deposit refunds, and investigate returned water and sewer bills to correct and resend them.
Verify applicant and customer identities under the Red Flags Identity Theft Prevention program; use Online Utility Exchange Service and follow procedures for handling sensitive physical documents and electronic files.
Use forms and records such as rate schedules, service order reports, rental agreements, identity verification forms, and Online Utility Exchange reports to confirm identity, service addresses, and account information; protect account privacy and confidentiality.
Educate customers about available services and payment and billing options, and assist with enrollment in electronic bank draft, online payments, paperless billing, electronic reminders, and the automated account information system (IVR).
Code inbound calls by subject, inquiry, complaint, or connection to an internal system event or problem; document and inform supervisors or management of call trends to support early detection and response to system or service issues.
Handle inquiries about current and past-due balances, seasonal averaging, billing dates, water and sewer cutoffs, payment extensions or holds, and payment agreements.
Handle inquiries and complaints about elevated bills; generate service orders to check meter readings, schedule leak inspections and repairs, and calculate adjustments and refunds using applicable rates and policies.