Customer Experience Representative - All Levels
About The Position
The role of the Customer Experience Representative I is to support the operations of the Customer Service Call Center and provide customer support. This is accomplished by replying to customer calls, processing requests; providing data and information to customer service field technicians; scheduling field appointments, interacting with internal and contracted billing agents; ensuring proper billing and adjustments; obtaining and correcting documentation; assist with payment options and more. Other duties include operating various computer systems and software, updating address information through returned mail, processing customer transfers and more. Manages account billing by answering customer inquiries through the evaluation of accounts. In addition, provide assistance with collection activities through education and providing assistance with payment methods. Corresponds with customers by answering incoming phone calls; replying to customer requests and e-mails; distributing field technicians; replying to requests for water; and aiding customers on water outages Adjusts customer accounts by informing customers on adjustment policies; offering information on paperwork to ensure the adjustment to an account; recording adjustment requests; collecting necessary reads and documentation; determining and submitting adjustments; and updating spreadsheets. Processes service orders efficiently with minimal error to ensure they are fulfilled by Field personnel. In addition, process new, disconnect or transfer of service based on customer requests. All other duties as assigned.
Requirements
- A minimum of a high school diploma or GED issued from an approved GED Administrator.
- Minimum of one-year relevant experience.
- Must possess and maintain a valid State of Florida Class E Driver's License.
Responsibilities
- Support the operations of the Customer Service Call Center and provide customer support.
- Reply to customer calls and process requests.
- Provide data and information to customer service field technicians.
- Schedule field appointments.
- Interact with internal and contracted billing agents.
- Ensure proper billing and adjustments.
- Obtain and correct documentation.
- Assist with payment options.
- Operate various computer systems and software.
- Update address information through returned mail.
- Process customer transfers.
- Manage account billing by answering customer inquiries through the evaluation of accounts.
- Provide assistance with collection activities through education and providing assistance with payment methods.
- Correspond with customers by answering incoming phone calls, replying to customer requests and e-mails.
- Distribute field technicians.
- Reply to requests for water.
- Aid customers on water outages.
- Adjust customer accounts by informing customers on adjustment policies.
- Offer information on paperwork to ensure the adjustment to an account.
- Record adjustment requests.
- Collect necessary reads and documentation.
- Determine and submit adjustments.
- Update spreadsheets.
- Process service orders efficiently with minimal error to ensure they are fulfilled by Field personnel.
- Process new, disconnect or transfer of service based on customer requests.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
