Customer Service Center Systems Support Specialist (136.23) - 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.

POSITION DEFINITION:

Under the general supervision of the Customer Service Supervisor, the Customer Service Center Systems Support Specialist works in a support function to ensure the Customer Service Center’s call handling information is accurately captured and stored. This role requires a strong understanding of the department’s phone and recording system, ensuring the Customer Service Center’s goals for service level and customer satisfaction are achieved and upheld by maintaining call center system operations 365 days a year.

Accountability

The incumbent works in a fast paced work environment, supporting call center operations. Subsequently, the Customer Service Center Systems Support Specialist must be adept at trouble-shooting and providing timely resolutions to problems as they arise.  The Analyst monitors phone systems and staff performance metrics to proactively identify issues, training opportunities and or recommended solutions.

Duties and Responsibilities

• Provides first level support for users; performs routine systems administration, troubleshooting, and maintenance tasks on call center systems including, but not limited to:

·         Call Management Systems

·         Workforce Management Systems

·         Recording Systems

·         Avaya Experience Portal for the Interactive Voice Response (IVR)

•      Maintains and creates reports needed for effective call center planning and management such as:

·         Forecasting

·         Staffing

·         Service level

·         Quality assurance

·         Performance measurements

•      Together with the IT Department, supports in the administrative role for the phone and call recording systems
•      Proactively notifies supervisor of situations that impact the accuracy and timeliness of customer information, bills or regulatory requirements
•      Coordinates projects and acts as a liaison between the department and phone system vendors for the Customer Service Center and other departments as needed

Technical Knowledge and Competency Requirements

• Proficient in MS Office Applications, such as Excel, Word, PowerPoint, Access, etc.
• Strong written and verbal communication skills; solid presentation skills
• Experience in working in and/or supporting a customer service center

Minimum Qualifications

• High school diploma or equivalent
• Five years or more of progressively responsible experience in customer service and or call center operations
• Utility experience preferred

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.