Customer Service Center Associate / CSR / Call Center (68.24) - American States Water Company

Golden State Water Company is one of the largest investor-owned water utilities in the United States.  We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California.  Golden State Water has been in business for more than 90 years because we put customers first.

Accountability
The Customer Service Center Associate is proficient in the use and application of the tools, equipment, software, processes, and procedures required in the performance of the position’s essential duties and responsibilities. Duties and responsibilities are prioritized according to the work unit assigned and performance measures are based on competencies to include accountability, customer focus, teamwork, problem solving, and productivity.

Essential Duties and Responsibilities
• Responds professionally and effectively to all types of customer inquiries and service requests via multiple channels of customer contact and according to Company and regulatory performance standards across all customer service areas
• Creates and accesses customer records, researches, and navigates efficiently through the Customer Information System (CIS) to resolve customer complaints and account discrepancies
• Assists customers with online customer self-service and electronic payment portal system access, navigation, and resolving technical issues
• On a daily basis, assigns, tracks, and monitors on-cloud meter reading route downloads/uploads, provides assistance and support to users of the FCS Itron on Cloud software and smart devices
• Analyzes and edits meter read data; with appropriate follow-up action
• Processes customer payments accurately and prepares cashiers reports and
deposits • Processes new customer applications and renewals for a variety of programs that may include but is not limited to Customer Assistance Program (CAP), hydrant meters, new services, backflow compliance, and fire flow tests, etc.
• Dispatches service and trouble calls accurately and timely to field service personnel
• Accesses and researches field service orders, monitors Key Performance Indicators (KPI), and navigates efficiently through Mobile Workforce Management (MWM) system
• Notifies GSWC management team and other departments of emergencies such as water outages, main breaks, etc.
• Performs higher level customer service center duties that include but are not limited to:
o Sharing knowledge and mentoring newly hired staff
o Responding to calls in the quality assurance and/or escalation phone skill sets
o Completing quality audit checklists as assigned by supervisor(s)
o Communicating complex regulations, billing and rate information to customers
o May provide MWM and CC&B user support to Water Operations staff
• Performs other duties as assigned

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills or competencies associated with this job.

Minimum Qualifications
• High school diploma or equivalent
• Two (2) years relevant work experience at GSWC or five years of customer service experience in a professional environment
• Familiarity with utility or comparable service industry, contact center systems and customer information system terminology
• Must be proficient in computer skills including Microsoft Office
• Must be able to read and interpret documents such as regulations, procedure manuals, and rate schedules, etc.
• Must be able to demonstrate the ability to prioritize assignments and work in order of urgency and sensitivity
• Proficiency in PC applications such as Windows, Word Processing, Spreadsheets and Internet
• Good written and verbal communication skills
• Ability to communicate effectively with their supervisor, co-workers and the public
• Ability to perform basic mathematic functions, calculate figures, and reconcile account information
• Bilingual skills may be required
May require varied shift assignments based on business needs, including working in all weather conditions, during all hours of the day. Physical demands include but are not limited to standing, climbing, walking, lifting, bending, pulling and/or pushing, grasping, reaching, stooping and crouching, sitting, typing, walking, reading, writing, color determination, speaking and listening for extended periods of time.

Qualities of a Successful Customer Service Center Associate
• Trustworthy; strong personal integrity
• Strong level of accountability and ownership
• High quality communication skills, both verbal and written (including email)
• Analytical and critical thinker
• Ability to maintain strong relationships with field service personnel.
• Collaborative and team oriented
• Professional with internal and external customers
• Customer service-oriented
• Excellent multi-tasking, time management and organizational skills
• High degree of initiative; a self-starter

BENEFITS

Our Company supports our employees with rich benefit programs and resources to help them thrive today and prepare for tomorrow.  Benefit options include medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents.  We also offer paid vacation and sick time and twelve Company paid holidays per year.  To help our employees plan for the future, we offer both a 401(k) retirement plan as well as a Defined Contribution Profit Sharing retirement plan.  Additional benefits include life, AD&D, and LTD insurance as well as health savings account and flexible spending plans.

COMPENSATION INFORMATION

The compensation range provided is in compliance with state specific laws.  Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors.

The responsibilities of this position will involve access to information that may be considered confidential, private and sensitive. Therefore, the individual filling this position will be required to both allow and pass a background check. 

NOTE: Reasonable accommodations will be made to enable individuals with special needs to perform the essential functions.