Customer Experience Representative – Ukrainian/English Bilingual

Spartanburg Water & Sewer•Spartanburg, SC

10d•Onsite

About The Position

Under regular supervision, performs customer service duties such as handling of inbound customer calls, processing applicants for new water/sewer service, and addressing customer concerns. Reports to the Customer Service Supervisor.

Requirements

High school diploma with one year experience as cashier, customer service representative, or any equivalent combination of education and experience.
Bilingual proficiency in Ukrainian and English preferred.

Responsibilities

Utilizes contact center software to ensure prompt response to inbound customer calls and maintain ongoing coverage for varying call volume and walk-in traffic; responsible for meeting specific performance goals for quality and quantity of work, including response time to customers in queue, number of abandoned calls, and feedback from quarterly and biennial customer satisfaction surveys.
Handles inbound customer calls that are randomly monitored for performance and quality assurance based on soft skills such as professionalism, courtesy, active listening, tone of voice, knowledge, interpersonal skills, and problem resolution.
Answers and directs calls to proper personnel in an accurate and courteous manner. Communicates and interacts with various individuals and groups including customers, landlords/property managers, local government and charitable agencies, internal personnel, etc.
Serves as a liaison between customers and various departments including Field Services and C&D; records details of comments, inquiries, complaints, and actions taken using the business computer system.
Processes various customer transactions to establish service, terminate service, process utility deposits, and update account information. Determines the availability of service at specific locations using the business computer system and identifies related accounts including irrigation meters and fire protection accounts; performs on-going updates to customer account information to ensure data base is accurate and up-to-date.
Identifies and collects outstanding bills and bad debts submitted for collection through the Municipal Association of South Carolina (MASC) debt set-off program in compliance with established policy and procedure for handling and documenting MASC amounts.
Determines applicable fees required to establish service and deposit requirements based on policy and existing fee schedules; processes refunds on customer deposits and investigates returned water/sewer bills to make corrections and resend to customer.
Verifies the identity of applicants establishing new service and customers requesting information on existing accounts in compliance with the organization’s Red Flags Identity Theft Prevention program; utilizes the Online Utility Exchange Service to verify accuracy of customer information and follows specific procedures for handling and storing physical documents and electronic files that contain sensitive customer information.
Utilizes a variety of forms and records such as rate schedules, service order reports, rental agreements, identity verification forms, Online Utility Exchange reports and other documentation necessary to verify identity or confirm accuracy of service address and customer account information; adheres to organization’s policies and procedures for privacy and confidentiality of customer account information.
Educates and offers customers available services, provides information about payment/billing options and assisting customers with enrollment for electronic bank draft, online payment system, paperless billing, electronic reminders, and use of the automated account information system (IVR).
Codes all inbound customer calls based on subject matter, inquiry, complaint, or connection to an internal system event or problem; records, documents, and informs Supervisor/Management regarding trends in internal and external customer calls to help facilitate early detection of system or quality issues and prompt response by appropriate Field Services group.
Receives various inquiries relative to current and past due balances, seasonal averaging, billing dates, water/sewer cut-offs, payment extensions/holds, and payment agreements.
Receives and handles customer inquiries and complaints related to elevated bills; generates service orders to check meter readings and schedules inspections to check for leaks and repairs. Accurately calculates adjustments and refunds based on revised bill calculations by use of applicable rate structure and reference to applicable adjustment policy.
Resolves customer requests, inquiries, and complaints.