Job Information
WaterOne Customer Service Representative in Lenexa, Kansas
This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13134863\ Title: Customer Service Representative\ \ Full Location: 10747 Renner Boulevard, Lenexa, KS, 66219, United States\ \ Employment Type: FT Non-Exempt\ \ Manage Others: 3 Years\ \ \ Contact Name: Kaylin Lohman\ \ Contact Email: careers@waterone.org\ \ Description:
Description
The purpose of this position is to master a variety of online tools, as well as a large body of corporate knowledge, and to be able to provide timely, accurate responses to customers via phone, email, and case management. The Customer Representative will follow operating procedures by addressing customer questions and providing solutions in a timely and professional manner. The incumbent is expected to be adept at handling complaints, probing for issues, troubleshooting, and solving problems, all while maintaining a supportive, empathetic relationship with the customer.
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Pay range for this position is \$21.20/hr to \$31.83/hr. Compensation for the selected candidate will depend on candidate qualifications and experience as related to the position requirements.
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Essential Functions
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Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Handle inbound phone calls from customers while using customer service skills to optimize the opportunity for each contact and educate the customer about the organizations services.
Make outbound phone calls to customers and internal stakeholders following up on outstanding customer service inquiries and next steps to achieve a resolution.
Achieve and maintain key KPIs for individual and team performance reflecting high rate of customer satisfaction.
Issue, track, update, process, and complete notifications and work orders within WaterOnes enterprise application software with a commitment to documentation excellence.
Use customer service skillset to address customer concerns and complaints to resolve issues preventing customer escalation.
Adhere to assigned work schedule and meet or exceed performance and quality standards as outlined on the call, case, and email scorecards.
Manage communication through the customer service email inbox responding to customer inquiries on topics such as understanding the bill, reporting leaks, service requests, quality issues, pressure concerns and overall general questions.
Work on customer service issues via a case management system, or a contact center application.
Utilizing a developed general knowledge, accurately communicate to customers the details regarding their service, such as rate changes, billing inquiries, and service interruptions.
Promptly schedule/dispatch leak crews, new service inspectors, valve crews, line locators and hydrant crews and document accordingly.
Serve as WaterOne contact to process notifications for government entities, city pe\ \
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\ \ WaterOne is an Equal Opportunity Employer and does not discriminate against any applicants for employment based on their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other status protected by law.
