Temporary (up to 18-months) Customer Service Associate - Call Center

About the position

The Customer Service Associate positively responds to routine account and/or service inquiries from San Antonio Water System's customers via phone, email, internet, or in person from a call center, department, or customer contact center. Answers questions regarding new and existing services which may include billing, termination of service, impact fee amounts or infrastructure location. Customer Service Associate may prepare Impact fee statements, process payments or negotiate payment arrangements with customers. Anticipates concerns by proactively suggesting appropriate service and program offerings that meet the customer's needs.

Responsibilities

• Responds to customer interactions via the phone, email, internet, or in person in a professional, courteous, accurate manner while recording a brief overview of communication.
• Develops a rapport with internal/external customers by greeting customers by name and demonstrates account ownership.
• Answers customer's question or solves the problem during initial contact, if follow-up is required, must do so within the timeframe committed to the customer.
• Creates, generates, and initiates requests for meter and field services.
• Opens, verifies, and sorts incoming mail for image data capture; manually extracts contents from envelopes that are unable to be processed using automated equipment.
• Identifies, explains, and suggests community resources when applicable.
• Suggests improvements and changes to processes and policies to improve customer satisfaction.
• Participates in and supports the development and implementation of special projects.
• Maintains an individual cashier record that is in line with SAWS policies.
• Evaluates, contacts, and negotiates resolution of delinquent and final accounts.
• Processes, adjusts, reconciles, transfers all manual and electronic payment applications, refunds, rebates, return items, and research of unclaimed property.
• Reviews and processes receipts and generates correspondence regarding billing/consumption disputes.
• Performs all other duties as assigned.

Requirements

• High School Diploma or GED.
• Two year experience in a customer service environment.
• Ability to work regularly scheduled shifts within SAWS's hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.

Nice-to-haves

• Bilingual in English/Spanish.

Benefits

• Medical and dental plan coverage
• Life insurance
• Retirement plans
• Paid leave and holidays
• Tuition reimbursement