ESSENTIAL FUNCTIONS:
· The Customer Relations Specialist is responsible for providing exceptional customer service to utility customers by serving as the primary point of contact for inquiries/complaints related to water service, billing, payments, meter readings, service requests, and utility policies. This position promotes positive customer relationships through professional communication, accurate account management, and timely resolution of customer concerns while supporting the mission of providing safe, reliable utility services to the community.
SPECIFIC RESPONSIBILITIES:
· Compose correspondence and maintain files. Draft and edit a variety of communications including letters, emails, content for the web, social media, and for communication with the press.
- Provide professional, courteous, and efficient customer service in person, by telephone, email, and other communication channels.
- Investigate customer concerns regarding high water usage, leaks, billing discrepancies, and meter readings by coordinating with field personnel and other departments.
- Explain utility policies, ordinances, rates, fees, and procedures to customers.
- Assist with public notifications related to service interruptions, boil water advisories, planned maintenance, and other utility communications.
- Work collaboratively with Billing, Distribution, Water Treatment, Finance, and other departments to ensure timely resolution of customer concerns.
- Maintain confidentiality of customer information and financial records.
- Respond to customer inquiries regarding utility bills, rates, account balances, payment options, water usage, meter readings, service connections, disconnections, and transfers.
- Ensure work is detailed, accurate, and completed in a timely manner.
- Perform other duties as assigned.
QUALIFICATIONS:
- Excellent customer service and interpersonal skills.
- Strong verbal and written communication abilities.
- Ability to effectively handle difficult customer situations with professionalism and diplomacy.
- Knowledge of utility billing principles and customer account management preferred.
- Ability to interpret and explain utility policies, rates, and procedures.
- Strong organizational skills with the ability to manage multiple priorities.
- High level of accuracy and attention to detail.
- Proficiency in Microsoft Office applications and utility billing software.
- Ability to maintain confidential information and exercise sound judgment.
- Ability to work independently while contributing positively to a team environment.
- Familiarity with the technology behind social media and web site management.
PHYSICAL DEMANDS:
· While performing the duties of this job, the employees is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; stoop or kneel.
· The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and the ability to adjust focus.
WORK ENVIRONMENT:
· The noise level in the work environment is usually moderate.
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Job Type: Full-time
Pay: $15.00 - $25.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Experience:
- Customer Service: 1 year (Required)
Ability to Relocate:
- Winchester, KY 40391: Relocate before starting work (Preferred)
Work Location: In person
