Please read the brief description AND the attached documents for the FULL INFORMATION.
Golden State Water Company (401 S San Dimas Canyon Rd, San Dimas, CA 91773) is in need of Customer Service Representatives.
Under the general supervision of a Customer Service Supervisor, the Customer Service Specialist is responsible for providing administrative support of the centralized customer services’ performance and change management initiatives, adherence to business process/procedures, and improvements/updates of the same to ensure a consistently high quality customer experience at every step of the service delivery chain.
In this role, the incumbent works as part of a “hands-on” support and training team assisting the customer service center supervisory staff. This position requires a strong understanding of customer service processes and technologies, competence in the Company’s billing system and other related applications, and the ability to perform with attention to detail, effective time management skills, and minimal supervision.
Key to this position is the ability to apply critical thinking, recognize, research, and resolve escalated customer service issues; communicate resolution to appropriate staff and customers; and make recommendations to improve frontline staff performance and/or business processes.
-Applies subject matter expertise to resolve customer service escalations and complex issues in all aspects of customer service including billing, payments, credit arrangements, adjustments, collections, service requests, customer callbacks, rate schedule changes, meter information, and field activities.
-Works with CSC Supervisors to investigate, document in CC&B, prepare and or deliver responses and track resolution of escalated issues that include but are not limited to CPUC informal complaints, leak adjustments, high bill investigations, etc.
-Assists with facilitating new documentation, updates and training on Customer Service processes and reporting imposed by regulatory requirements and or adoption of new technology and CC&B interfaced services (i.e. payment processing and online services). .
-Assists with core and refresher training, call handling quality reviews (via satisfaction surveys, call and transaction monitoring) and coaching for Customer Service Representatives
-Assists Customer Service Training & Support Specialist in assessing customer service, field operations, billing, and other support employees’ training needs relative to current and future CC&B system functions
-Assists with user acceptance testing and provides input and recommendations to the CC&B Technical Team during the development of CC&B enhancements to ensure that the changes appropriately address the needs of customer service and field operation employees.
-Performs other duties as assigned.
Competencies and Skills:
-Strong communication, interpersonal abilities and emotional intelligence are needed for managing escalated customer situations
-Demonstrated service leadership skills and accomplishments in encouraging others such as frontline employees to complete tasks
-Energetic and self-motivated team player with ability to work effectively and cooperatively with team members
-Outstanding customer service skills
-Ability to plan and prioritize work
-Excellent 'people skills' for building relationships with colleagues at all levels
-Strong organizational and decision-making skills
-Accuracy with record keeping and strong ability to organize
EDUCATION AND EXPERIENCE
-High School diploma or equivalent
-Three (3) years of utility customer service experience with one (1) year as a CSR II is required, together with increasing responsibilities as a subject matter expert/trainer; or five (5) years customer service experience with lead representative utility experience preferred
-Experience with Oracle’s Customer Care and Billing software is highly desirable
-Proficient in troubleshooting complex billing issues in Customer Information Systems
-Familiar with CPUC rules and regulations as they pertain to customer service
-Ability to calculate a bill based on rates
-Excellent written and verbal communication and interpersonal skills
-Proficient in MS Office (Word, Excel, PowerPoint)
-Utility experience preferred