• Answer calls and respond to emails
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into system
• Update existing customer information
• Process orders, forms and applications
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs
• These examples are not intended to be all-inclusive.
• Other related duties may be assigned as needed.

• Knowledge of customer service principles and practices.
• Knowledge of call center telephony and technology.
• Knowledge of administration and clerical processes.
• Excellent use of active listening, problem solving and analysis skills
• Ability to use a computer to access, interpret, and record information.
• Ability to accept and respond to a steady volume of requests for information and/or service, both in person and over the phone.
• Ability to develop and maintain effective working relationships with associates, employees of other departments, representatives of outside agencies, and the public.
• Ability to communicate clearly and effectively, both orally and in writing.
• Ability to provide excellent customer service.
• An employee shall not pose a direct threat to the health or safety of other individuals in the workplace.

• High school Diploma
• 1 year of experience in a call center providing customer service.
• 1 year of experience managing and responding to a large volume of customer calls daily.
• Must be legally authorized to work in the United States without the need of a sponsorship.
• Attainment of passing scores on pre-employment tests:

1. Call Center Customer Service Survey
2. Call Center Customer Service Scenarios
3. Call Center Math

• 6 months of experience in a public utility or government-related call center.
• Familiarity with municipal water systems, utilities management, or city services.
• Proficiency with CRM (Customer Relationship Management) software and other call center technologies.
• Bilingual in Spanish.

Offers of employment are contingent upon passing a pre-employment physical, which includes drug screening, and upon satisfactory evaluation of the results of a criminal record check.