Customer Relations Specialist

This role reports directly to the Customer Relations Supervisor and is responsible for providing exemplary customer service to utility customers. The job duties include processing information requests, accessing customer account records, researching complaints, providing information and resolution, or directing customers to the appropriate department. You will serve as the primary point of contact for customers, addressing inquiries, resolving complaints, and ensuring a positive experience throughout their journey with the company. Your exceptional communication skills, problem-solving abilities, and empathy will play a crucial role in fostering strong relationships between the company and its customers.

The person in this role is responsible for setting up new accounts and processing deposits by verifying identity through Equifax. They also help customers with a range of services such as transfers, disconnections, demolitions, and billing inquiries. Additionally, they perform radio/dispatch duties, which includes checking abnormal readings, pulling meters, blinding meters, and ordering cut-offs. They file affidavits for leak adjustments and assist customers in filling out forms. If needed, they help customers to establish payment schedules/arrangements. They also ensure that the unit record indexes and filing systems are accurately maintained in both alpha and/ numeric forms.

Key Responsibilities:

• Collects payments on customer’s accounts via Nexus, researches payments, and answers related questions.
• Processes new water meter installations and set up accounts. Issues work orders for re-reads of questionable meter readings; schedules re-checks of water meters, reconnection of service, and enters other relatable work orders into the computer system.
• Calculates adjustments for billing errors and adjusts customer accounts. Receives, sorts, and processes mail-in utility payments daily; posts payments to proper customer accounts; prepares bank deposits.
• Performs daily accounting and cash balancing of all monies transacted.
• Performs related work as directed.

Qualifications:

• Education: High school diploma or equivalent
• Experience: Six (6) months of varied, clerical experience OR Completion of classes in a vocational training program (or in an Associate’s or higher-level degree program) in office administration or a related business, billing, or clerical area of study. (Proof of education is required.)

Knowledge Skills and Abilities (KSAs):

• Strong communication skills, both verbal and written, with the ability to effectively interact with customers and colleagues.
• Proficiency in using computer systems and typing.
• Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
• Attention to detail and accuracy in processing customer information, payments, and adjustments.
• Knowledge of customer service principles and practices, including handling inquiries, resolving complaints, and maintaining customer satisfaction.
• Ability to maintain confidentiality and handle sensitive customer information with discretion and professionalism.