American States Water Company

Customer Service Specialist (10.25)

San Dimas, CA

Full-time

About This Job

Golden State Water Company is one of the largest investor-owned water utilities in the United States. We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California. Golden State Water has been in business for more than 90 years because we put customers first. POSITION DEFINITION: Under the general supervision of a Customer Service Supervisor, the Customer Service Specialist is responsible for providing administrative support of the centralized customer services' performance and change management initiatives, adherence to business process/procedures, and improvements/updates of the same to ensure a consistently high quality customer experience at every step of the service delivery chain. In this role, the incumbent works as part of a "hands-on" support and training team assisting the customer service center supervisory staff. This position requires a strong understanding of customer service processes and technologies, competence in the Company's billing system and other related applications, and the ability to perform with attention to detail, effective time management skills, and minimal supervision. Key to this position is the ability to apply critical thinking, recognize, r esearch, and resolve escalated customer service issues; communicate resolution to appropriate staff and customers; and make recommendations to improve frontline staff performance and/or business processes. ACCOUNTABILITY: The incumbent is accountable for ensuring timely intervention on all customer service procedures and policies. This includes the responsibility to investigate and resolve escalated and complex customer concerns and successful collaboration with internal and external resources. The Specialist is also responsible for embracing new technologies, striving always to produce process improvements and to orchestrate these changes with the team in order to meet all goals and deadlines. The Specialist works closely with other GSWC departmental staff and other persons/teams in the General Office to ensure timely and accurate communication transactions. The incumbent is skilled in the ability to be accountable, answer questions, compile supporting data, and find immediate solutions for customer and billing related issues. ESSENTIAL DUTIES AND RESPONSIBILITIES: Â

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Applies subject matter expertise to resolve customer service escalations and complex issues in all aspects of customer service including billing, payments, credit arrangements, adjustments, collections, service requests, customer callbacks, rate schedule changes, meter information, and field activities. Â

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Works with CSC Supervisors to investigate, document in CC&B, prepare and or deliver responses and track resolution of escalated issues that include but are not limited to CPUC informal complaints, leak adjustments, high bill investigations, etc. Â

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Assists with facilitating new documentation, updates and training on Customer Service processes and reporting imposed by regulatory requirements and or adoption of new technology and CC&B interfaced services (i.e. payment processing and online services). . Â

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Assists with core and refresher training, call handling quality reviews (via satisfaction surveys, call and transaction monitoring) and coaching for Customer Service Representatives Â

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Assists Customer Service Training & Support Specialist in assessing customer service, field operations, billing, and other support employees' training needs relative to current and future CC&B system functions Â

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Assists with user acceptance testing and provides input and recommendations to the CC&B Technical Team during the development of CC&B enhancements to ensure that the changes appropriately address the needs of customer service and field operation employees. Â

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Performs other duties as assigned. Competencies and Skills: Â

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Strong communication, interpersonal abilities and emotional intelligence are needed for managing escalated customer situations Â

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Demonstrated service leadership skills and accomplishments in encouraging others such as frontline employees to complete tasks Â

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Energetic and self-motivated team player with ability to work effectively and cooperatively with team members Â

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Outstanding customer service skills Â

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Ability to plan and prioritize work Â

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Excellent 'people skills' for building relationships with colleagues at all levels Â

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Strong organizational and decision-making skills Â

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Accuracy with record keeping and strong ability to organize EDUCATION AND EXPERIENCE Â

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High School diploma or equivalent Â

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Three (3) years of utility customer service experience with one (1) year as a CSR II is required, together with increasing responsibilities as a subject matter expert/trainer; or five (5) years customer service experience with lead representative utility experience preferred Â

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Experience with Oracle's Customer Care and Billing software is highly desirable Â

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Proficient in troubleshooting complex billing issues in Customer Information Systems Â

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Familiar with CPUC rules and regulations as they pertain to customer service Â

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Ability to calculate a bill based on rates Â

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Excellent written and verbal communication and interpersonal skills Â

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Proficient in MS Office (Word, Excel, PowerPoint) Â

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Utility experience preferred May include but not limited to standing, climbing, walking, lifting, bending, pulling and/or pushing, grasping, reaching, stooping and crouching, sitting, typing, walking, reading, writing, color determination, speaking and listening for extended periods of time. Must be able to work a flexible schedule, as needed, that includes evenings/weekend. Qualities of a Successful Customer Service Specialist Â

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Trustworthy; strong personal integrity Â

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Ability to motivate people Â

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High level accountability and ownership Â

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Demonstrated impact and influencing skills Â

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Strong written and verbal communication skills Â

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Collaborative/Team oriented Â

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Emotional maturity Â

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Exhibits professionalism with internal and external contacts Â

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Organized with strong attention to detail and time management skills Â

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High degree of initiative; self-starter Â

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A responsible attitude with calmness under pressure BENEFITS Our Company supports our employees with rich benefit programs and resources to help them thrive today and prepare for tomorrow. Benefit options include medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents. We also offer paid vacation and sick time and twelve Company paid holidays per year. To help our employees plan for the future, we offer both a 401(k) retirement plan as well as a Defined Contribution Profit Sharing retirement plan. Additional benefits include life, AD&D, and LTD insurance as well as health savings account and flexible spending plans. COMPENSATION INFORMATION The compensation range provided is in compliance with state specific laws. Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors. The responsibilities of this position will involve access to information that may be considered confidential, private and sensitive. Therefore, the individual filling this position will be required to both allow and pass a background check. NOTE: Reasonable accommodations will be made to enable individuals with special needs to perform the essential functions.

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