Customer Service Representative I

Nexus Water Group • La Mirada, CA

1d • Onsite

About The Position

Suburban Water Systems is seeking a Customer Care Representative to support our Customer Care team. This role will consistently deliver high quality service to our customers, meeting or exceeding their expectations and Suburban Water Systems’ tariffs. This includes ensuring that customer concerns (e.g., payment, payment arrangements, water consumption, leaks, service connection/disconnection, and conservation) are resolved quickly and efficiently. The Customer Care Department is often the intermediary between the customer and various departments within Suburban Water Systems including, but not limited to, the Billing Center, Field Services, Quality Assurance, and Construction.

Requirements

• Excellent communication and teamwork skills, including active listening skills and ability to communicate clearly in person, via phone, and via written format
• Strong problem-solving skills and ability to identify solutions
• Attention to detail with a commitment to accuracy and maintaining high customer service standards
• High level of proficiency with Microsoft Office 365 suite including Microsoft Excel, Word, and Outlook
• High level of accountability
• High school diploma or equivalent required
• 2+ years of customer service/call center experience

Nice To Haves

• Bilingual in Spanish strongly preferred

Responsibilities

• Engage with customers in person, over the phone, and via email to address inquiries, resolve issues, and provide information about our services.
• Respond to incoming customer calls promptly and professionally, maintaining a positive and customer-centric focus.
• Listen actively to customers' inquiries, issues, and concerns, and provide accurate and informative responses.
• Assist customers with billing inquiries, payment arrangements, and account adjustments as needed and approved.
• Coordinate schedules with field representatives for service calls, including turning off/on services, and respond to water quality and service disruptions.
• Guide customers through troubleshooting procedures for common issues and escalate issues appropriately.
• Update and maintain customer accounts, ensuring accurate and up-to-date information.
• Collaborate closely with other departments to resolve customer issues effectively and efficiently.
• Document customer interactions and relevant information accurately in the customer management system.

Benefits

• 401k Company Match: 100% of the first 4% of your eligible compensation contributed to the Plan
• Paid Time Off: Starting at 3 weeks annually
• Medical, Dental, Vision, Company-Paid Life Insurance and more
• Training, Professional Certifications, and Education Allowance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED