Customer Service Representative

Joint Municipal Water and Sewer Commission•Lexington, SC

21d•Onsite

About The Position

This position performs a variety of routine clerical and financial-related duties, exercising judgment in applying established office practices and procedures, and deals effectively and professionally with customers on a variety of issues. The role involves maintaining files, communicating with customers regarding accounts, answering and screening calls, operating office equipment, utilizing contact center software, processing customer transactions, handling customer inquiries and complaints, performing administrative/clerical work, and interacting with various individuals and groups.

Requirements

High School diploma
Minimum of two (2) years’ experience in an office or customer service environment
Ability to follow oral and written directions
Ability to communicate effectively and professionally with customers, vendors and other employees
Ability to communicate clearly, tactfully and persuasively, orally and in writing, to individuals and groups
Professional demeanor and good communication skills with the ability to work well with others in a fast-paced environment
Demonstrates strong organizational skills (record keeping, time management, follow up, etc.)
Excellent attention to detail and sense of urgency, ability to prioritize with an emphasis on quality and accuracy of work
Ability to multi-task, prioritize and deal with interruptions while meeting timely deadlines

Nice To Haves

Associates or bachelor’s degree
Greater than two (2) years’ experience in a customer service role
Financial background, experience in a bank or financial institution
Experience with Crystal Reports

Responsibilities

Maintains file on all necessary reports and documentation.
Communicates professionally and effectively with customers and public on information concerning accounts.
Answers telephone, screens and forwards calls as appropriate. Assists callers regarding billing system issues.
Operates and cares for standard office equipment and machines including computers, printers, and associated billing hardware, and other office equipment.
Utilizes contact center software to help ensure prompt response to inbound customer calls and to provide coverage for walk-ins.
Handles inbound customer calls using specific greetings, technical skills, and soft skills to achieve organizational goals for quality and level of service to the customer; calls are randomly monitored and evaluated for performance and quality assurance based on specific criteria including soft skills, knowledge of job, professionalism, courtesy, effective listening, tone of voice, accuracy, interpersonal skills, and problem resolution skills.
Processes various customer transactions to establish service, terminate service, collect deposits, and update customer account information. Determines availability of service at specific locations and identifies related accounts such as irrigation meters and fire protection accounts. Responsible for on-going maintenance of customer account information to ensure data base is accurate and up-to-date.
Notifies Customer Service Manager regarding trends in internal and external customer calls to help facilitate early detection of system or quality issues and prompt response by appropriate group.
Receives and handles customer inquiries and complaints related to elevated bills; researches customer accounts and provides a timely, courteous, and professional response to customers.
Performs general administrative/clerical work as required, including but not limited to, typing forms, records and reports; data entry; copying and filing documents; communicating with field personnel via Nextel; compiling information for specific work orders/projects as requested, faxing/mailing information, etc.
Communicates and interacts with various individuals and groups such as customers, managers, attorneys, local agencies, other departmental personnel, local builders and property managers, other water districts, etc.
Performs related tasks as required.