Customer Relations Rep

Job Position

Customer Relations Representative I

Division:
Customer Service & IS
Status:
Non-Exempt
Grade: 102
Job Code: 624

Reports to:

Customer Relations Manager
Date: 02-26-16
Revised Date: 07-01-22
Last Reviewed Date: 07-01-22

Interacts with customers to provide and process information in response to inquiries/complaints and troubleshoot issues either by telephone, electronically or face‑to‑face. Performs customer verifications, sets up new customer accounts and processes forms/applications/requests. Records detail records of all customer interactions/transactions/action taken/inquiries/comments/complaints. Communicates/coordinates with other department issuing service order for new service/termination/readings/etc. Enters/post credit memos/leak adjustments/other customer transaction as needed. Other duties as assigned.

Graduation from high school/GED equivalent supplemented by coursework in accounting/information systems/business/bookkeeping or other related field, plus two (2) or more years of related experience.

• Deals directly with customers either by telephone, electronically or face to face
• Responds promptly to customer inquiries
• Handles and resolves customer complaints
• Obtains and evaluates all relevant information to handle product and service inquiries
• Performs customer verifications
• Sets up new customer accounts
• Processes forms, applications and requests
• Organizes workflow to meet customer time frames
• Directs requests and unresolved issues to the designated resource
• Keeps records of customer interactions and transactions
• Records details of inquiries, comments and complaints
• Records details of actions taken
• Communicates and coordinates with internal departments
• Follows up on customer interactions
• Issues appropriate service orders for new services, termination, readings, etc.
• Completes documentation to transfer balances between customer accounts
• Completes accurate entry and posting of credit memos, leak adjustments, and related customer transactions.
• Maintains set individual goals/expectations and keeps a clean organized workspace

None.

• Ability to work with minimal supervision.
• Ability to work safely and obey all safety rules.
• Ability to communicate effectively, both verbally and in writing.
• Ability to establish and maintain effective working relationships with others.
• Ability to read and interpret documents such as rules, instructions, and manuals.
• Ability to carry out instructions furnished in writing, oral or diagram form.
• Ability to work alone or in a team environment.
• Must possess and maintain a strong work ethic and attitude.
• Must display good attendance, reporting to work on time.
• Must be able to complete job assignments in a timely manner.
• Ability to work in a fast pace, high stress environment.
• Ability to think logically and comprehend data.

Graduation from high school or GED equivalent supplemented by coursework in accounting, information systems, business, bookkeeping or other related field, plus two (2) or more years of related experience or equivalent combination of education and experience.

• Must possess a valid Virginia driver's license or have the ability to obtain one within 60 days of employment date. No more than six (6) demerit points on driving record if required to drive Water Authority vehicles.

• While performing the duties of this job, the employee is regularly required to walk, stand, sit; use hands to finger, handle, or feel; reach with hands and arms; talk and hear.
• Specific vision abilities required by this job include ability to adjust focus.
• While performing the duties of this job, the employee is regularly required to stoop, kneel, crouch, bend, climb, balance or crawl.
• Employee must regularly lift and/or move up to 10 pounds.

• The noise level in the work environment is usually low.
• Employee is subject to normal work conditions as required in an office setting.

The above statements describe the general nature and level of work assigned to in this job position. They should not be construed as an exhaustive list of all job duties and tasks performed by personnel so classified.

The following will identify the selection guidelines for job placement:

• WVWA application
• Rating of education, experience, training and qualifications
• Reference checks
• Interview with WVWA management team
• Applicant must pass a pre‑employment physical and drug/alcohol test
• A criminal background check and social security number verification will be performed. The results must match information provided by the applicant on the WVWA application
• Job related test might be required and would be administered to all applicants applying for the position