The Customer Service Center Associate is proficient in the use and application of the tools, equipment, software, processes, and procedures required in the performance of the position’s essential duties and responsibilities. Duties and responsibilities are prioritized according to the work unit assigned and performance measures are based on competencies to include accountability, customer focus, teamwork, problem solving, and productivity.
Responds professionally and effectively to all types of customer inquiries and service requests via multiple channels of customer contact and according to Company and regulatory performance standards across all customer service areas
• Creates and accesses customer records, researches, and navigates efficiently through the Customer Information System (CIS) to resolve customer complaints and account discrepancies
• Assists customers with online customer self-service and electronic payment portal system access, navigation, and resolving technical issues
• On a daily basis, assigns, tracks, and monitors on-cloud meter reading route downloads/uploads, provides assistance and support to users of the FCS Itron on Cloud software and smart devices
• Processes customer payments accurately and prepares cashiers reports and deposits
• Processes new customer applications and renewals for a variety of programs.
• Dispatches service and trouble calls accurately and timely to field service personnel
• Accesses and researches field service orders, monitors Key Performance Indicators (KPI), and navigates efficiently through Mobile Workforce Management (MWM) system
• Notifies management team and other departments of emergencies such as water outages, main breaks, etc.
• Performs higher level customer service center duties that include but are not limited to:
o Sharing knowledge and mentoring newly hired staff
o Responding to calls in the quality assurance and/or escalation phone skill sets
o Completing quality audit checklists as assigned by supervisor(s)
o Communicating complex regulations, billing and rate information to customers
| Location | San Dimas, CA |
| Job Type | Temporary, Full-time |
| Salary | $22–$23 Per Hour |
High school diploma or equivalent
• Two (2) years relevant work experience or five years of customer service experience in a professional environment
• Familiarity with utility or comparable service industry, contact center systems and customer information system terminology
• Must be proficient in computer skills including Microsoft Office
• Must be able to read and interpret documents such as regulations, procedure manuals, and rate schedules, etc.
• Must be able to demonstrate the ability to prioritize assignments and work in order of urgency and sensitivity
• Proficiency in PC applications such as Windows, Word Processing, Spreadsheets and Internet
• Good written and verbal communication skills
• Ability to communicate effectively with their supervisor, co-workers and the public
• Ability to perform basic mathematic functions, calculate figures, and reconcile account information
• Bilingual skills may be required
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