Customer Service Representative Part Time in Ft Wright, Kentucky at Sanitation District 1 Of Northern Kentucky

Summary:

The Customer Service Representative Part Time will provide direct customer service, primarily through inbound telephone contact, related to sanitary and storm water services and accounts. This position requires effectively communicating SD1 Rules and Regulations, billing methodologies, policies, and procedures. This position will handle customer inquiries and take necessary actions to provide a resolution and address customer concerns. Works under minimal supervision to successfully carry out essential job duties and responsibilities. Additional assistance with other department duties may be required accordingly.

Expected Schedule : Mon-Friday, 10a-2p; no lunch

Essential Duties and Responsibilities:

• Utilize exceptional verbal and written communication skills to communicate information with both internal and external customers effectively and professionally
• Understand, apply, and effectively communicate SD1 Rules and Regulations for both wastewater and storm water services
• Answer incoming customer calls promptly, knowledgably, and professionally
• Research and interpret customer account history to resolve billing questions or concerns
• Understand and utilize Microsoft Office, Utility Billing System, Geographic Information System, Lucity, and County Property Valuation Administration websites to assist with troubleshooting customer inquiries and emergency trouble call routing
• Resolve customer inquiries and complaints efficiently and courteously
• Determine, calculate, and submit account adjustments
• Aid in process review, development, and enhancements

Competencies:

Core Competencies:

• Accountability: Displays personal accountability for tasks and deliverables
• Collaboration: Demonstrates Cooperation and teamwork
• Customer Focus: Exhibits professional demeanor with internal and external customers
• Integrity: Demonstrates responsibility towards the company, its property, and co-workers
• Safety: Adheres to all SD1 safety policies and procedures

• Environmental Stewardship: Demonstrates environmentally conscious practices

Functional Competencies:

• Job Knowledge and Performance: Successfully completes essential duties for job level assigned. (Development Opportunities - Professional Development)
• Program and Process Awareness: Knowledge of appropriate rules & regulations that impact one’s position at SD1.
• Customer Rapport: Quickly and effectively acts to solve customer issues and concerns.
• Productivity: Manages time and resources effectively to achieve individual, team and organization goals. Proactively manages time and resources to efficiently complete assignments. Exhibits plans for potential interruptions and employs methods to ensure they don’t disrupt efficiency. Proactively seeks to identify and remove roadblocks to project schedules. Proactively seeks to identify and remove barriers to achieving goals.
• Continuous Improvement: Identifies and modifies approaches or strategies as needed to continually improve self, team, and organizational performance.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High school diploma or GED and one-year related customer contact center experience

Knowledge, Skills, and Abilities:

• Active Listening: Listens to understand the other’s perspectives, issues, and concerns before responding, giving full attention to what other people are saying and not interrupting at inappropriate times
• Quality & Customer Service: Knowledge of principles and processes for providing exceptional customer service as a top priority. This includes customer needs assessment, meeting quality standards of services and evaluation of customer satisfaction
• Professionalism: Maintains composure, a professional appearance, interacts tactfully and positively through difficult situations
• Initiative & Self-development: Readily volunteers for teamwork and seeks out new learning and development opportunities
• Communication: articulates ideas and information clearly and concisely, both verbally and in writing
• Organization & Time Management: Proactively prioritizes work and utilizes time when working individually or in collaboration with others to effectively accomplish tasks or multiple tasks
• Program & Process Awareness: Knowledge and interpretation of appropriate rules and regulations that impact one’s position at SD1

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Please list the items that are used in this position and the associated % of time:

Other positions and the associated % of time:

Work Environment and Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.