Job Description

Customer Service Representative

1 year contract

On Site with Hybrid Potential

Must Haves:

• High School diploma or GED
• 3 years of experience working in an office environment
• Inbound call center, dispatch center, or similar customer service roles
• Proficient with MS Suite (Excel, Word, Outlook)
• Organized, calm, and detail oriented

Key Responsibilities

• Handle inbound customer calls to address questions, concerns, and complaints while preventing escalation and maintaining high customer satisfaction
• Make outbound calls to customers and internal stakeholders to follow up on open inquiries and ensure timely resolution
• Manage customer issues through a case management system, ensuring accurate documentation and follow‑through
• Respond to customer inquiries via phone, email, and contact center applications
• Clearly explain service‑related information, including billing questions, rate changes, and service interruptions
• Meet or exceed individual and team performance metrics, including quality, productivity, and customer satisfaction KPIs
• Adhere to assigned work schedules and performance standards as outlined in call, case, and email scorecards
• Schedule and dispatch internal field crews, including leak crews, new service inspectors, valve crews, line locators, and hydrant crews
• Serve as a key point of contact for city personnel, government entities, contractors, and the public requiring support from Distribution teams
• Use sound judgment to prioritize emergencies and outages, communicate updates to stakeholders, and dispatch appropriate personnel
• Ensure all dispatch and service activity is properly documented
• Develop and maintain strong working knowledge of internal systems, policies, and procedures
• Troubleshoot customer issues using critical thinking and probing questions to identify root causes
• Provide accurate, consistent information while maintaining a supportive and empathetic approach
• Collaborate with internal teams to resolve complex or escalated service issues

Compensation:

$18.00/hr to $20.00/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

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