•Adheres to and consistently applies operational and organizational policies.
•Acts in the best interest of MPW and the community through professional and ethical behavior toward customers, peers, managers, and external third-parties.
•Provides leadership and guidance as a subject matter expert on water use efficiency and source protection.
•Provides high quality customer service with excellent oral and written communication skills and the ability to effectively manage stressful customer situations, conflict, and time-sensitive deadlines.
•Analyzes daily consumption report(s) to plan, prioritize, and schedule daily customer site visits. As directed by the Customer Support Supervisor, Customer Engagement Department Head, and Customer Services Department Manager, prioritize and contact customers to address immediate issues.
•Performs residential and commercial site visits to conduct routine indoor and outdoor water audits. Educates customers on how to detect leaks by reading their water meters; reviewing water use patterns and the number and condition of water-related fixtures and appliances; assessing landscape water use; recommending general irrigation schedules; and documenting the results of water audits in the customer information system. Maintains an effective understanding of the customer portal to effectively communicate portal activity and profile to customers during site visits. Assists the Town of Mount Pleasant’s (TOMP) Low Impact Development Program through commercial irrigation audits and provides data to the TOMP.
•Educates and helps customers reduce their water usage and the cost of their bill by making water efficiency recommendations and understanding their usage pattern and goals. Maintains a clear understanding of the rate structure and uses this knowledge to effectively communicate to customers in understanding their bill, Residential Equivalency Units, excessive use charges, and makes recommendations for irrigation meters and other related items.
•Knowledgeably educates customers on outdoor water efficiency. Works with customers to understand their irrigation water usage on a domestic meter compared to an irrigation meter and MPW’s rate structure. Analyzes water usage, calculates return on investment, and makes recommendations for irrigation meters, when appropriate.
•Uses the meter data management system, the customer information system, and the customer portal to determine issues and trends. Tracks and analyzes data, daily, for abnormal consumption through consumption reporting, e.g., daily continuous usage, to plan and schedule residential and commercial site visits. Uses this data to provide customers with customized help and support and leads customers through the leak adjustment process, as needed.
•Maintains an electronic log of site visits through the work order management system, including customers contacted, addresses visited, specific events and circumstances observed, and the results of contacts. Enters detailed information into the customer information system and compiles a monthly report of all site visits, calls, work performed.
•Monitors and responds to customer portal inquiries/conducts customer calls regarding usage alert notifications. Assists in responding to lobby walk-in usage inquiries and conducts lobby/phone appointments.
•Assists in providing training and education to the Customer Services Department staff.
•Supports efforts for the expansion of the WaterSmart Department’s operations/processes, including, but not limited to the planning and participating in after-hours MPW-hosted workshops, meetings, and local, community events.
•Recommends policy changes and provides input for educational messages and customer notifications and documents and updates processes.

• Ability to establish and maintain effective and professional working relationships with supervisors, coworkers, and the public.
• Practical knowledge of data analysis, critical thinking, and customer service
• Demonstrated self-awareness of behavior, tone, and words and its effect on colleagues and customers
• Ability to actively listen to and effectively respond to staff and customer inquiries
• Ability to provide customers with courteous service and timely, accurate, and complete information
• Respond to staff and customer conflict in calm, sympathetic, and helpful ways
• Ability to exercise good judgement and discretion in the face of staff and customer conflict
• Excellent verbal and written communication skills
• Excellent organizational and analytical skills, focus, and attention to detail in all aspects of work assignments
• Ability to work on a team and independently in a fast-paced, dynamic environment.
• Ability to foster a collaborative work environment through respectful communication, shared ideas, and support of customer service work efforts
• Ability to consistently produce accurate, complete, and on-time work products
• Demonstrates dependability through regular communication with supervisor, supporting team members, follow-through on work assignments, initiative, and regular, on-time attendance
• Proficiency with Microsoft Office 365 applications, specifically Outlook, Word, Excel, and Teams
• Ability to learn and become familiar with CIS, customer portal, the meter data management system, phone system, and work order management system

Ability to operate office equipment, such as a computer, phone, calculator, and copier

Experience

Technical competence of water supply infrastructure and meters, customer-based software, and data analysis are required. Position requires a high level of initiative and working well in a team environment.

Education

Position requires a high school diploma or GED; supplemented by two (2) years experience and/or training involving office, customer services or field services-related experience interpreting and explaining procedures, programs, or policies to the public; or an equivalent combination of education, training, and experience that provides the requisite knowledge, skills, and abilities for this job.

Must possess and maintain a valid South Carolina Driver’s License.