What are the responsibilities and job description for the Field Customer Service Representative position at The York Water Company?
SUMMARY: This is utility customer service work in support of the Customer Service and Meter Reading Departments of The York Water Company. The individuals will often be required to staff the Customer Service or Meter Reading Department when needed by performing the following duties: answer customer questions; contact customers by telephone, email, and mail; answer telephone and routine calls as necessary; advise and assist customers in procedures for acquiring and/or terminating water and wastewater services; review past payment history and applications for service; refer customers to financial assistance sources when appropriate; perform shut-offs; turn-offs or turn-ons as needed; respond and assist with complaint orders; post delinquent notices; read meters for daily work orders and perform other related duties as assigned. All the responsibilities of this position will be followed by Company policy and regulations of the PA PUC.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
1. Communicate with customers via email, telephone or in person concerning service terminations for non-payment, billing dispute resolution, orders for new service, turn off/on discontinuance, change in service, water quality issues, unusual service conditions or consumption patterns.
2. Prepare documents necessary for new service, transfer of ownership, turn off/on, complaints, etc.
3. Prepare payment agreements and pursue collection activity on delinquent customers in accordance with PA PUC regulations and Company policies and procedures.
4. Prepare termination orders for varied situations in accordance with PA PUC regulations and Company policies and procedures.
5. Accept customer payments and applications over telephone, internet, or in person as needed.
6. Prepare routine customer correspondence.
7. Respond to customer service emails.
8. Possess a working knowledge of PA PUC regulations and the Company’s tariff.
9. Investigate customer complaints and violations of Company’s tariff.
10. Post termination notices, perform terminations and turn-on’s for delinquent accounts when needed according to PA PUC regulations.
11. Possess a working knowledge of York County roadways and be able to locate specific locations on a road map.
12. Read meters when needed.
13. Consistently demonstrate positive and professional behavior with all individuals
contacted on behalf of the Company including employees.
EDUCATION and/or EXPERIENCE:
Associates Degree in Business Administration, Management or equivalent and related customer service experience and/or training.
LANGUAGE SKILLS:
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information to customers and employees. Bilingual skills preferred.
LICENSE and/or CERTIFICATIONS:
Possess a valid Pennsylvania driver’s license
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
Weekly day range:
- Monday to Friday
Work setting:
- In-person
Work Location: In person
Salary : $18 - $20