Position Summary
The Customer Service Representative (CSR) serves as the first point of contact for Crossroads Utility customers, addressing inquiries, resolving concerns, and ensuring a positive customer experience. This role involves managing customer accounts, processing service requests, and supporting the team in delivering high-quality utility services.
Essential Duties & Responsibilities
· Respond promptly and professionally to customer inquiries via phone, email, or in-person.
· Address concerns and resolve issues related to billing, water usage, service outages, payment arrangements and general account management.
· Process payments, new customer accounts, updates, and terminations.
· Receive, document, and coordinate customer service requests such as new service setups, repairs, or disconnections.
· Collaborate with field teams to ensure timely and accurate completion of service requests and facility alarms.
· Maintain accurate records of customer interactions, transactions, and inquiries.
· Update internal systems with relevant customer information.
· Provide customers with information about utility services, district procedures, conservation programs, and company policies.
· Resolve customer issues efficiently and escalate complex matters to the appropriate department or supervisor.
· Follow up to ensure customer satisfaction and resolution.
· Undertake various job-related tasks as assigned, demonstrating flexibility and a commitment to supporting team objectives.
Qualifications
· Excellent communication and interpersonal skills.
· Strong problem-solving and conflict-resolution abilities.
· Proficiency in using customer management systems and Microsoft Office Suite.
· Minimum of 2 years of experience in customer service, preferably in the utility or service industry.
· High school diploma or equivalent required.
· Dual language preferred
Physical Demand
· Ability to sit, stand, and use a computer for extended periods.
· Manual dexterity sufficient to handle telephone systems, keyboarding, and office equipment.
· Occasionally lift up to 20 pounds.
Work Environment
· Well-lit, temperature-controlled office environment.
· Moderate noise levels typical of an office setting.
Work Hours/Schedule
· Monday to Friday, 8:00 AM – 5:00 PM
Job Type: Full-time
Pay: $17.00 - $21.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Are you bilingual? (Able to read, write, and clearly communicate in bot English and Spanish)
- Do you have prior experience working for a utility company? If so, what company and for how long?
Work Location: In person
