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Customer Service Representative I - Contact

Employer
Fairfax Water
Location
Fairfax, Virginia
Salary
We offer a comprehensive salary and benefits package.
Closing date
Oct 30, 2020

View more

Industry
Utilities
Function
Customer Service
Hours
Full Time
Career Level
Experienced (Non-Manager)

Job Details

Under close supervision of the Supervisor, Customer Contact, the Customer Service Representative will respond professionally to customer inquiries and requests for service.

Responsibilities:

Individuals in the Customer Service Representative I - Contact position will function in the Customer Contact role.  This role requires the following basic responsibilities.

  • Answers customer questions concerning services, billing, payment, lien law requirements, water quality, water pressure, plumbing and other water related concerns.
  • Researches customer’s information, assesses and fulfills customer needs, educates the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
  • Uses all available contacts and historical records in SAP to analyze and resolve the customer’s situation.
  • Examines all relevant information in order to assess validity of complaints and determine possible causes.
  • Opens new accounts, closes, and modifies customer accounts.
  • Opens, cancels and modifies service orders.
  • Keeps records of customer interactions, recording details of inquiries, complaints and comments, as well as action taken.
  • Promotes company’s website and Electronic Bill Presentment and Payment (EBPP) options to customers to improve adoption rate.
  • Schedules and dispatches service order requests to field representative and provide customer with detailed information on what to expect.
  • Coordinates customers’ requests with Radio Dispatcher and schedule field work appointments.
  • Performs billing adjustments to correct late charges assessed in error.
  • Sends notification to appropriate department to correct billing, refund and water quality issues.
  • Sends standardized written responses to customer inquiries or to notify them of investigation results and any planned adjustments.
  • Maintains a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
  • Performs other duties as assigned or required.

Employees in this job classification may be required to work overtime as needed in the event of an emergency.

Qualifications:

  • Graduation from high school and a minimum of two years related experience, or any equivalent combination of education, experience and knowledge.
  • Ability to handle complaints and unpleasant customers.
  • Passion for excellence with respect to understanding and caring for customers.
  • Ability to effectively plan, organizes, and communicates orally.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Ability to perform accurate basic mathematical computations.
  • Ability to establish and maintain productive working relationships.
  • Proficiency with a personal computer and ability to quickly learn software applications.
  • Ability to respond to emergencies and work overtime when necessary.
  • Must pass a controlled substance (drug) test for employment. 

Company

Fairfax County Water Authority (Fairfax Water) is Virginia's largest water utility, serving one out of every five Virginians who obtain their water from public utilities. Nearly 1.5 million people in the Northern Virginia communities of Fairfax, Loudoun, Prince William and Alexandria depend on Fairfax Water for superior drinking water.

That's 1.5 million friends, neighbors and family members. We don't need any other reason to demand the highest in water quality standards!
Chartered in 1957 by the Virginia State Corporation Commission as a public, non-profit water utility, Fairfax Water operates four water treatment plants with a combined capacity of 262 million gallons per day. The plants include the Corbalis Treatment Plant, operating on the dependable and free-flowing Potomac River in the northwestern area of Fairfax County, and the Griffith Treatment Plant on the impounded Occoquan River in the southeastern area. Water is distributed throughout Fairfax Water's service area through nearly 3,200 miles of water mains.

Fairfax Water produces, on average, 148 million gallons of water per day. More than 235,000 mostly residential accounts in Fairfax County comprise about 60 percent of total water sales. Approximately 40 percent of total water sales are wholesaled to Loudoun and Prince William Counties, the City of Alexandria, the Town of Herndon, Ft. Belvoir and Dulles Airport. Revenues in 2005 were $120 million.

Fairfax Water is governed by a ten-member Board of Directors composed of Fairfax County citizens who are appointed by the elected Board of Supervisors of Fairfax County. A General Manager, supported by a senior staff of engineering and business professionals, manages the day-to-day operations of Fairfax Water.
Summary of Benefits
Regular Full-time Employees

PAID LEAVE
? Vacation Days Per Year Service Years
13 0 < 3 years
19 3 < 15 years
26 15+ years

? Sick Leave
13 days per year for you and/or your household dependent's illness and care.

? Holidays
JAN New Year's Day, Inauguration Day & Martin Luther King Day
FEB Presidents' Day
MAY Memorial Day
JULY Independence Day
SEPT Labor Day
OCT Columbus Day
NOV Veterans' Day, Thanksgiving Day & Day After Thanksgiving
DEC Christmas Eve (1/2 Day) & Christmas Day
** Plus one Discretionary Holiday to be taken during the calendar year.

INSURANCE
? Health which also includes Medical / Dental / Vision / Rx
? Life
? Long-Term Disability (effective after 36 months of employment)
? Voluntary Long-Term Care (at employees' cost)

RETIREMENT

? Fairfax Water Retirement Plan
? 457 Plan (similar to a 401(k) plan)

ADDITIONAL BENEFITS

? Tuition Reimbursement
? Professional Development
? Child/Adult Care Reimbursement Plan
? Flexible Spending Accounts
? Holiday Parties and Picnics
? Credit Union Membership
? Direct Deposit

Fairfax Water is committed to providing comprehensive benefits to our employees and their eligible dependents, as well as opportunities for continued education and professional development.

Employee-paid premiums and contributions are deducted on a pre-tax basis.

This review is intended to be a brief summary of the major benefits provided by Fairfax Water. In all instances, plan documents and policies govern the eligibility and administration of each benefit plan.

Company info
Website
Location
8570 Executive Park Avenue
Fairfax
VA
22031
US

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