Customer Service Representative I - Contact at Fairfax Water – Fairfax, Virginia

Under close supervision of the Supervisor, Customer Contact, the Customer Service Representative will respond professionally to customer inquiries and requests for service.

Individuals in the Customer Service Representative I - Contact position will function in the Customer Contact role. This role requires the following basic responsibilities.
Inbound contact center, Customer Service Representatives handle 50 calls a day on average and answer customer questions concerning services, billing, payment, lien law requirements, water quality, water pressure, plumbing and other water related concerns.

• Research customer’s information, assesses and fulfills customer needs, educates the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Uses all available contacts and historical records in SAP to analyze and resolve the customer’s situation.
• Examines all relevant information in order to assess validity of complaints and determine possible causes.
• Opens new accounts, closes, and modifies customer accounts.
• Opens, cancels and modifies service orders.
• Keeps records of customer interactions, recording details of inquiries, complaints and comments, as well as action taken.
• Promotes company’s website and Electronic Bill Presentment and Payment (EBPP) options to customers to improve adoption rate.
• Schedules and dispatches service order requests to field representative and provide customer with detailed information on what to expect.
• Coordinates customers’ requests with Radio Dispatcher and schedule field work appointments. • Performs billing adjustments to correct late charges assessed in error.
• Sends notification to appropriate department to correct billing, refund and water quality issues.
• Sends standardized written responses to customer inquiries or to notify them of investigation results and any planned adjustments.
• Maintains a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Performs other duties as assigned or required.

Employees in this job classification may be required to work overtime as needed.


Graduation from high school and a minimum of 1-3 years related experience in a call/contact center environment, or any equivalent combination of education, experience and knowledge.
• Ability to handle complaints and unpleasant customers.
• Passion for excellence with respect to understanding and caring for customers.
• Ability to effectively plan, organizes, and communicates orally.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to perform accurate basic mathematical computations.
• Ability to establish and maintain productive working relationships.
• Proficiency with a personal computer and ability to quickly learn software applications.

• Ability to respond to emergencies and work overtime when necessary.
• Must pass a controlled substance (drug) test for employment.
  
• Over two years of recent experience in a high-volume call center environment (60-80 calls per day) within a comparable industry, demonstrating strong customer service skills.