(CSS2)-Customer Support Specialist II

Job Information

General Responsibilities:

Responsible for handling customers’ complaints and problems. Provide accurate customer service by taking the appropriate steps to resolve issues promptly. Demonstrate knowledge in dealing with customer issues in an ERP system about billing rules and standard processes. Utilize SAP/ERP system to identify problems that could delay customer billing. Educate customers on billing procedures and standards through outbound/inbound calls. .

Essential Job Functions:

• Partner with departments to provide accurate information for all issues needing prompt attention regarding a broad variety of customer service/billing information
• Analyze accounts and conduct other research, such as OTIS, to respond to inbound/outbound calls and emails from various departments
• Identify and solve potential parties using water with no contract in SAP and take proper actions to ensure the organization doesn't continue losing revenue
• Identify and investigate account issues, such as high bills, and explain customers' bills or services
• Place outbound calls to customers regarding billing issues, and service order discrepancies and schedule the arrival of technicians for customer resolution
• Place orders and note accounts regarding unsafe and or irregularities related to conditions affecting the organization's service territory reported by technicians, call center or customers
• Work on customers' accounts from the BPEM case
• Organize and maintain records of activities and other information related to the service territory
• Assist service technicians and meter readers with the location of addresses, the status of accounts, and customers' concerns or complaints related to the reading of billing via radio and telephone
• Assist in keying and updating service orders
• Provide technicians with notice of any issues or main breaks report by distribution and enter orders for main breaks, street leaks, etc
• Follow up on service orders created for other departments to ensure the issue is resolved and coordinate with the technicians for order completion
• Perform all work safely in accordance with established safety policies and procedures Comply with all safety and health standards and guidelines issued by management
• Perform other duties as assigned..

Essential Job Functions Con't

Essential Job Functions Con't

Education:

High School diploma or equivalent required. Associate degree preferred.

Certifications

Experience:

One (1) year of experience in customer service, clerical or administrative required.  Excellent customer service, analytical, verbal and written communication skills. Excellent Microsoft Office 365 (Word, Excel and Outlook) skills. Ability to type at least 40 WPM preferred.

Supervision:

None 

Physical Demands:

• Ability to stand, walk or sit for extended periods
• Reaching by excreting hand(s) or arms(s) in any direction
• Finger dexterity is required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
• Communication skills using the spoken word
• Ability to see within normal parameters
• Ability to hear within normal parameters
• Ability to lift 25 pounds

Working Environment:

• Moderate noise (business office)