Customer Correspondence Specialist

Position Summary

Receives, researches, and responds to written customer correspondence to the Customer Service department such as general email inquiries, and account inquiries (for example, pay arrangements, statement copies, account history documentation, lien payoffs, self-service troubleshooting, and billing/consumption), and Customer Engagement Portal/website inquiries. Drafts formal replies to customer complaints and escalated customer inquiries using a combination of templated letters, form letters, and drafted written responses.

Assists with coordinating all mass outbound customer communication projects and campaigns. Occasional outbound telephone contact may be required to gather additional information or clarification. Assists in maintaining customer-facing platforms such as external and internal websites and ensures bill print messages are accurate, current, and relevant every month. Demonstrates a commitment and supports a culture of diversity, equity and inclusion.

• Promptly respond to customer written inquiries within established policies, guidelines, and time frames.
• Solicit customer feedback to improve service and satisfaction; meet commitments as agreed.
• Ensure that proper documentation and account validation is performed and documents all contacts within the Customer Management System (CMS).
• Research and gather information for accurate responses to customer inquiries.
• Forward inquiries to internal or external contacts to resolve inquiries/concerns as appropriate.
• Occasional telephone contact may be required to gather or clarify requested information.
• Select appropriate email templates, form letters, or prepare free-form responses as approved by Customer Service management.
• Reviews all outbound correspondence for format, content, and typographical accuracy.
• Maintain, organize, and manage email files in Outlook and maintain control records to show the status of action taken in processing all correspondence from start to finish.
• Ensures email templates and form letter library are organized and updated appropriately based on business process changes, improvements, or upgrades.
• Performs a monthly review of the external and internal website and bill print messages for accuracy and relevancy. Makes appropriate recommendations for changes/updates.
• Performs land record research to determine property ownership and follows account authentication procedures.
• Review listing agreements, HUD-1, and other documentation received to verify accuracy and determine the proper course of action.
• Provides monthly statistics detailing all contacts and correspondence types to Customer Service management.
• Understand and follow established Prince William Water policies and procedures.
• Follow established IT guidelines and security protocols to ensure that inbound and outbound correspondence documents/emails do not pose a threat.
• May assist answer phones at the direction of the manager.
• Performs general office support work as assigned.
• May be deemed essential at any time.
• Perform other duties as assigned or required.

• Demonstrated advanced proficiency in both oral and written communication skills and organizational and time-management skills.
• Knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.
• Must be able to handle multiple tasks while working independently as well as interacting with others.
• Working knowledge of Microsoft Outlook, Word, and Excel.
• Knowledge of modern office practices and procedures including the use of standard office equipment such as typewriters, photocopiers, and facsimile machines; customer billing procedures; computer equipment and software applications related to assignment;
  English usage, spelling, and grammar.

• High school diploma or GED.
• At least two years of call center experience handling customer inquiries and complaints, responding both verbally and in writing.
• Or a combination of education and experience as described above.

• None.