Representative Customer Service La Linea Level 7-1 (English & Spanish Only)

About the position

Under general supervision, the Representative Customer Service position at SRP is essential for ensuring that customers receive safe, effective, and efficient service. This role involves various forms of customer contact, including written communication, phone calls, in-person interactions, and electronic correspondence. The representative is responsible for researching, analyzing, and interpreting customer data to facilitate timely and accurate billing and collections for services rendered. This includes applying credit policies in accordance with established procedures and may require extended shifts or call-out assignments to address customer service emergencies. The representative will handle inquiries, complaints, and requests from customers regarding rates, policies, practices, and services. This involves correcting errors in customer accounts, establishing new accounts, and coordinating with municipalities. The role also includes preparing reports and statistics, responding to customer inquiries about payments and account balances, and processing field orders. Additionally, the representative will perform cashiering duties, including accepting payments and balancing cash drawers. In the absence of a supervisor, the representative may conduct daily operations of the business office. To succeed in this role, the representative must maintain effective working relationships with customers and colleagues, adhere to policies and procedures, and demonstrate good listening and analytical skills. The position requires fluency in both English and Spanish, as it is intended for bilingual speakers only. The training period for this position is approximately 12-14 weeks, with a hybrid work environment following training, requiring employees to work both in the office and from home.

Responsibilities
• Receives, researches, and resolves inquiries, complaints, and requests from customers involving rates, policies, practices, procedures, and products and services.
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• Researches, analyzes, and makes changes to customer account information to ensure timely and accurate billing and collections.
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• Corrects errors on customer accounts, billing data, or metering data as necessary.
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• Establishes new accounts and markets and administers services and programs.
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• Prepares various entries, reports, and statistics as required.
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• Applies credit policies in accordance with Customer Services’ policies and procedures.
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• Researches and responds to customer inquiries regarding payments, account balances, and usage patterns.
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• Initiates and completes appropriate and timely field orders and investigations as requested by customers.
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• Processes, directs, and dispatches field personnel to complete filed orders and requests.
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• Handles customer outage contacts and enters trouble orders as needed.
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• Performs cashiering duties, including accepting payments and preparing bank deposits.
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• Conducts daily operations of business offices in the absence of a supervisor, following established policies and procedures.
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• Informs customers of water ordering and delivery procedures and terminology.
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• Maintains and files customer information and records accurately.
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• Coordinates work with internal departments to accomplish tasks.
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• Assists other representatives and performs other duties as assigned.

Requirements
• Fluency in both English and Spanish is required.
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• Experience as a Customer Services Representative, Customer Services Representative Trainee, Administrative Clerk, or General Clerk, or equivalent experience is necessary.
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• Ability to tactfully converse with customers and employees.
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• Strong listening, analytical, and interpersonal skills are essential.
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• Ability to read and interpret customer account information and adhere to policies and procedures.

Nice-to-haves
• Experience in a hybrid work environment is preferred.

Benefits
• Pension Plan (at no cost to the employee)
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• 401(k) plan with employer matching
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• Medical, vision, dental, and life insurance available from the first day
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• Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
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• Parental leave (up to 4 weeks) and adoption assistance
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• Wellness programs including access to a recreation and fitness facility
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• Short and long-term disability plans
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• Tuition assistance for both undergraduate and graduate programs
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• 10 Employee Resource Groups for career development, community service, and networking