Position Summary

Provide customer service support by answering calls in the high volume Service Authority Customer Service Call Center. Duties include, but are not limited to: answering customer calls; responding to general customer inquiries and requests for services, terminations, billing information and other related matters; conducting account research; and applying changes to customer accounts as needed.

Position Responsibilities / Essential Job Functions

• Responds to customer needs by answering general billing and account questions(i.e., account balance, disconnect information, general components of a bill, bill due dates, etc.) and responding to requests for service and assistance.
• Applies routine changes to customer accounts (including account header adjustments) such as late fee and delinquency fee waivers and return payment fee waivers.
• Responds to assigned call types within the established KPI (Key Performance Indicators) quality score and call handling time.
• Navigates customer accounts using Cayenta software and inputs customer data as needed.
• Conducts basic account research (using Cayenta, PolicyTech software and the Prince William County Land Records Database) to obtain information and/or resolve problems.
• Recalculates basic bill charges for customers; provides courtesy billing adjustment information to customers; and creates and sends routine service orders to Field Service Technicians.
• Follows Service Authority and Customer Service Call Center policies and procedures.
• Assists customers with creating on-line accounts and passwords to access the Service Authority website.
• May be deemed essential at any time.
• Performs other duties as assigned.

Essential Skills and Experience

• Ability to answer/process large volume of telephone calls in a call center in a courteous, professional and clear manner.
• Ability to respond to all call types within the established KPI quality score of at least 3.5 or higher; and achieve KPI call handling time of 4.0 - 4.5 minutes.
• Ability to comprehend and follow Customer Service Call Center and Service Authority policies and procedures.
• Ability to learn and demonstrate the customer service skills established in the "Pipeline to Customer Excellence" training program; and call procedures outlined in the "5-Step Call Flow Process"(Prepare, Greet, Identify Needs, Address Needs and Close the Call).
• Ability to apply the procedures of the 5-Step Call Flow Process when answering customer calls; and ability to use open and closed ended and probing questions.
• Ability to demonstrate general analytical and problem solving skills in order to assess calls for appropriate account action; answer general questions about customer bills; and perform basic math calculations to resolve customer billing questions and issues.
• Ability to learn and demonstrate general knowledge of account header adjustments and Service Authority Leak Adjustment policies.
• Possesses general keyboarding skills and ability to learn, demonstrate and navigate computer software programs including, but not limited to Cayenta.
• Possesses effective research skills in order to conduct customer account research.
• Possesses excellent verbal and interpersonal communication skills.
• At least one year of high call volume (40 - 60 calls per day) call center experience.
• High school diploma or GED.
• Or combination of education and experience as described above.

Preferred Skills and Experience:

• Two or more years of high call volume (60 - 80 calls per day) call center experience in a similar industry.
• Possesses at least six months of recent phone experience within an office environment entailing inbound or outbound calling.
• Some education above the high school level is preferred and/or technical training plus related experience.
• Multilingual abilities are preferred.

Special Requirements:

• N/A

Reporting to this Position:

• None

Physical Demands and Work Environment

• Physical demands:The work is mostly sedentary with periods of light physical activity. Typical positions require workers to walk or stand for short periods; lift and carry up to 20 pounds; climb stairs, bend, reach, hold, grasp, and turn objects; and operate computer or typewriter keyboards.The work requires the ability to speak clearly and to see and hear clearly with our without accommodation.
• Work environment:Primary works is performed indoors in a standard office setting.The noise level in the work environment is usually moderate. Work is subject to frequent interruptions.