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.

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.

Essential Functions

Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.

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

PI257134025

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.