Bilingual Customer Service Representative

Job Description

UNDINE

JOB TITLE: Customer Service Representative – Bilingual and Non-Bilingual– Full Time

REPORTS TO: Customer Service Supervisor/Manager

PURPOSE OF THE JOB

The purpose of the customer service representative position is to provide professional, quality, and timely customer service support to Undine LLC, customers, through the call center as well as face-to-face interaction. The customer service representative role serves an important function, as each direct interaction with each Customer contact, there is an opportunity for Undine LLC., to build trust and respect.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

· Timely and accurate execution of customer service processes in accordance with Undine, LLC. policies and procedures (Customer contacts/interactions may be in person, via phone, or email). Key customer service processes include, but are not limited to:

ü New service requests

ü Reconnect and Disconnect Service requests.

ü Transfer service request.

ü Bill Inquiries

ü Various Complaints

ü Questions regarding rates and charges

ü Promoting self-service options and helping customers walk through FAQ’s.

ü Payments

ü Create and Monitor Work Orders.

· Perform accurate and thorough analysis of customer accounts when required (e.g. customer high bill complaints and/or payment arrangement requests). Analysis may include review of customer’s usage over time, comparison of usage by month over time in comparison to temp degree days, meter reading validation to determine the appropriate resolution for the customer for a high bill issue. Analysis may include a review of customer’s payment performance trend over time, prior disconnections, inquiries to customer to learn what current challenge is, how much customer can afford to commit near term, how large the unpaid balance is, etc. to determine the appropriate resolution for the customer for a payment arrangement scenario.

· Commitment to required work hours.

· Ability to work toward stated goals and objectives.

· Takes initiative to seek ways to improve customer satisfaction, productivity, and efficiency.

· Other duties as assigned.

EDUCATION, EXPERIENCE, DEGREES, CERTIFICATES, OR LICENSES REQUIRED:

· School diploma or GED certificate; minimum 2 years college preferred.

· Minimum 2 years customer service Utility experience preferred.

· Computer skills including Microsoft Excel and Word.

· Experience with customer service management systems preferred.

KNOWLEDGE, SKILLS & ABILIITIES REQUIRED:

· Competencies include excellent communication skills both written and verbal, multitasking/coordinating, and customer service skills including the ability to manage emotionally charged interactions

· Familiar with Microsoft Office products and Customer Management software preferred.

· Good basic math skills including the ability to balance cash drawer at end of day.

Company Description

Waste Water/Water Investor-Owned Utility