Temporary (up to 18-months) Customer Service Associate - Call Center

The San Antonio Water System – Customer Service Call Center is currently recruiting for Temporary (up to 18-months) Customer Service Associates.

• Starting pay rate is $18.25 hourly.
• Attend the on-site mandatory 5-week Phase I training program.
• Selected candidates will be eligible for full-time benefits.*

The temporary up to 18-month position may lead to future full-time opportunities. After the successful completion of Phase I training, employees will have an opportunity to work a hybrid schedule. The hybrid schedule is a temporary benefit offer and is contingent on the employee’s performance metrics.

• Full-time benefits currently include medical and dental plan coverage, life insurance, retirement plans, paid leave and holidays, tuition reimbursement, and others as further outlined on www.saws.org.

Job Description

JOB SUMMARY

The Customer Service Associate positively responds to routine account and/or service inquiries from San Antonio Water Systems customers via phone, email, internet, or in person from a call center, department, or customer contact center. Answers questions regarding new and existing services which may include billing, termination of service, impact fee amounts or infrastructure location. Customer Service Associate may prepare Impact fee statements, process payments or negotiate payment arrangements with customers. Anticipates concerns by proactively suggesting appropriate service and program offerings that meet the customers needs.
ESSENTIAL FUNCTIONS

• Responds to customer interactions via the phone, email, internet, or in person in a professional, courteous, accurate manner while recording a brief overview of communication.
• Develops a rapport with internal/external customers by greeting customers by name and demonstrates account ownership.
• Answers customers question or solves the problem during initial contact, if follow-up is required, must do so within the timeframe committed to the customer.
• Creates, generates, and initiates requests for meter and field services.
• Opens, verifies, and sorts incoming mail for image data capture; manually extracts contents from envelopes that are unable to be processed using automated equipment.
• Identifies, explains, and suggests community resources when applicable.
• Suggests improvements and changes to processes and policies to improve customer satisfaction.
• Participates in and supports the development and implementation of special projects.
• Maintains an individual cashier record that is in line with SAWS policies.
• Evaluates, contacts, and negotiates resolution of delinquent and final accounts.
• Processes, adjusts, reconciles, transfers all manual and electronic payment applications, refunds, rebates, return items, and research of unclaimed property.
• Reviews and processes receipts and generates correspondence regarding billing/consumption disputes.
• Performs all other duties as assigned.

DECISION MAKING

• Receives immediate supervision.

MINIMUM REQUIREMENTS

• High School Diploma or GED.
• One year experience in a customer service environment.
• Ability to work regularly scheduled shifts within SAWSs hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.

PREFERRED QUALIFICATIONS

• Bilingual in English/Spanish.

JOB DIMENSIONS

• Skill in utilizing a personal computer and associated software programs.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Ability to perform basic mathematical calculations.
• Ability to type 35 w.p.m. and/or 8,000-10,000 k.p.h for 10 key required.
• Ability to effectively respond to inquiries, complaints, and requests.
• Ability to read water and wastewater utility maps.
• Ability to establish and maintain effective working relationships with co-workers, supervisors, and the general public.

PHYSICAL DEMANDS AND WORKING CONDITIONS Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting or standing for extended periods of time at various workstations to perform job scope. Requires visual acuity, speech, and hearing. Working conditions are primarily in an office environment. May be required to adhere to strict lunch or break schedule.

May be required to work hours other than regular schedule including shift work, weekends and holidays.