Customer Service Representative

Provide customer service support by answering calls in the high-volume 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. Demonstrates a commitment and supports a culture of diversity, equity, and inclusion.

• Respond 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.
• Apply routine changes to customer accounts (including account header adjustments) such as late fee and delinquency fee waivers and return payment fee waivers.
• Respond to assigned call types within the established KPI (Key Performance Indicators) quality score and call handling time. 
• Navigate customer accounts using Cayenta software and input customer data as needed. 
• Conduct basic account research (using Cayenta, PolicyTech software, and the Prince William County Land Records Database) to obtain information and/or resolve problems.
• Recalculate basic bill charges for customers; provide courtesy billing adjustment information to customers; and create and send routine service orders to Field Service Technicians.
• Follow Prince William Water and Customer Service Call Center policies and procedures. 
• Assist customers with creating online accounts and passwords to access the Prince William Water website.
• May be deemed essential at any time. 

• Perform other duties as assigned or required. 

Essential Competencies:

• Ability to answer/process large volumes 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 a KPI call handling time of 4.0 – 4.5 minutes. 
• Ability to comprehend and follow Customer Service Call Center and Prince William Water 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 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 Prince William Water 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 to conduct customer account research.
• Possesses excellent verbal and interpersonal communication skills.

• High school diploma or GED. 
• At least one year of high call volume (60 – 80 calls per day) call center experience. 
• Or a combination of education and experience as described above.

• None.

• None.

The physical demands and work environment characteristics 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 essential functions.

• 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 or without accommodation. 
• Work environment: Primary work is performed indoors in a standard office environment. The noise level in the work environment is usually moderate.