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CUSTOMER RELATIONS REPRESENTATIVE I
Roanoke, VA
Job Description
JOB POSITION: CUSTOMER RELATIONS REPRESENTATIVE I
Division: Customer Service & IS
Status: Non-Exempt
Grade: 7
Job Code: 624
Reports to: Customer Relations Manager
Date: 02-26-16
Revised Date: 07-01-22
Last Reviewed Date: 07-01-22
SUMMARY OF JOB
Interacts with customers to provide and process information in response to
inquiries/complaints and troubleshoot issues either by telephone, electronically or
face-to-face. Performs customer verifications, sets up new customer accounts and
processes forms/applications/requests. Records detail records of all customer
interactions/transactions/action taken/inquiries/comments/ complaints.
Communicates/coordinates with other department issuing service order for new
service/termination/readings/etc. Enters/post credit memos/leak adjustments/other
customer transaction as needed. Other duties as assigned. Graduation from high
school/GED equivalent supplemented by course work in accounting/information
systems/ business/bookkeeping or other related field, plus two (2) or more years of
related experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Includes the following. Other duties may be assigned or scheduled.
* Deals directly with customers either by telephone, electronically or face to face
* Responds promptly to customer inquiries
* Handles and resolves customer complaints
* Obtains and evaluates all relevant information to handle product and service
inquiries
* Performs customer verifications
* Sets up new customer accounts
* Processes forms, applications and requests
* Organizes workflow to meet customer timeframes
* Directs requests and unresolved issues to the designated resource
* Keeps records of customer interactions and transactions
* Records details of inquiries, comments and complaints
* Records details of actions taken
* Communicates and coordinates with internal departments
* Follows up on customer interactions
* Issues appropriate service orders for new services, termination, readings, etc.
* Completes documentation to transfer balances between customer accounts
* Completes accurate entry and posting of credit memos, leak adjustments, and
related customer transactions.
* Maintains set individual goals/expectations and keeps a clean organized work
space
SUPERVISORY RESPONSIBILITIES
None.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential
duty satisfactorily. The requirements listed below are representative of the
knowledge, skill, and/or ability required. Reasonable accommodations may be made
to enable individuals with disabilities to perform the essential functions.
* Ability to work with minimal supervision.
* Ability to work safely and obey all safety rules.
* Ability to communicate effectively, both verbally and in writing.
* Ability to establish and maintain effective working relationships with others.
* Ability to read and interpret documents such as rules, instructions, and
manuals.
* Ability to carry out instructions furnished in writing, oral or diagram form.
* Ability to work alone or in a team environment.
* Must possess and maintain a strong work ethic and attitude
* Must display good attendance, reporting to work on time
* Must be able to complete job assignments in a timely manner
* Ability to work in a fast pace, high stress environment
* Ability to think logically and comprehend data.
EDUCATION and/or EXPERIENCE
Graduation from high school or GED equivalent supplemented by course work in
accounting, information systems, business, bookkeeping or other related field, plus
two (2) or more years of related experience or equivalent combination of education
and experience.
CERTIFICATE, LICENSE, REGISTRATION REQUIREMENTS
* Must possess a valid Virginia driver's license or have the ability to obtain one
within 60 days of employment date. No more than six (6) demerit points on driving
record if required to drive Water Authority vehicles.
PHYSICAL DEMANDS OF THIS JOB
The physical demands described here are representative of those that must be met
by an employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the
essential functions.
* While performing the duties of this job, the employee is regularly required to walk,
stand, sit; use hands to finger, handle, or feel; reach with hands and arms; talk
and hear.
* Specific vision abilities required by this job include ability to adjust focus.
* While performing the duties of this job, the employee is regularly required to
stoop, kneel, crouch, bend, climb, balance or crawl.
* Employee must regularly lift and/or move up to 10 pounds.
WORK ENVIRONMENT ENCOUNTERED IN THIS JOB
The work environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the
essential functions.
* The noise level in the work environment is usually low.
* Employee is subject to normal work conditions as required in an office setting.
GENERAL STATEMENT AND SELECTION GUIDELINES
The above statements describe the general nature and level of work assigned to in
this job position. They should not be construed as an exhaustive list of all job duties
or tasks performed by personnel so classified.
The following will identify the selection guidelines for job placement:
* WVWA application
* Rating of education, experience, training and qualifications
* Reference checks
* Interview with WVWA management team
* Applicant must pass a pre-employment physical and drug/alcohol test
* A criminal background check and social security number verification will be
performed. The results must match information provided by the applicant on the
WVWA application
* Job related test might be required and would be administered to all applicants
applying for the position
Division: Customer Service & IS
Status: Non-Exempt
Grade: 7
Job Code: 624
Reports to: Customer Relations Manager
Date: 02-26-16
Revised Date: 07-01-22
Last Reviewed Date: 07-01-22
SUMMARY OF JOB
Interacts with customers to provide and process information in response to
inquiries/complaints and troubleshoot issues either by telephone, electronically or
face-to-face. Performs customer verifications, sets up new customer accounts and
processes forms/applications/requests. Records detail records of all customer
interactions/transactions/action taken/inquiries/comments/ complaints.
Communicates/coordinates with other department issuing service order for new
service/termination/readings/etc. Enters/post credit memos/leak adjustments/other
customer transaction as needed. Other duties as assigned. Graduation from high
school/GED equivalent supplemented by course work in accounting/information
systems/ business/bookkeeping or other related field, plus two (2) or more years of
related experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Includes the following. Other duties may be assigned or scheduled.
* Deals directly with customers either by telephone, electronically or face to face
* Responds promptly to customer inquiries
* Handles and resolves customer complaints
* Obtains and evaluates all relevant information to handle product and service
inquiries
* Performs customer verifications
* Sets up new customer accounts
* Processes forms, applications and requests
* Organizes workflow to meet customer timeframes
* Directs requests and unresolved issues to the designated resource
* Keeps records of customer interactions and transactions
* Records details of inquiries, comments and complaints
* Records details of actions taken
* Communicates and coordinates with internal departments
* Follows up on customer interactions
* Issues appropriate service orders for new services, termination, readings, etc.
* Completes documentation to transfer balances between customer accounts
* Completes accurate entry and posting of credit memos, leak adjustments, and
related customer transactions.
* Maintains set individual goals/expectations and keeps a clean organized work
space
SUPERVISORY RESPONSIBILITIES
None.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential
duty satisfactorily. The requirements listed below are representative of the
knowledge, skill, and/or ability required. Reasonable accommodations may be made
to enable individuals with disabilities to perform the essential functions.
* Ability to work with minimal supervision.
* Ability to work safely and obey all safety rules.
* Ability to communicate effectively, both verbally and in writing.
* Ability to establish and maintain effective working relationships with others.
* Ability to read and interpret documents such as rules, instructions, and
manuals.
* Ability to carry out instructions furnished in writing, oral or diagram form.
* Ability to work alone or in a team environment.
* Must possess and maintain a strong work ethic and attitude
* Must display good attendance, reporting to work on time
* Must be able to complete job assignments in a timely manner
* Ability to work in a fast pace, high stress environment
* Ability to think logically and comprehend data.
EDUCATION and/or EXPERIENCE
Graduation from high school or GED equivalent supplemented by course work in
accounting, information systems, business, bookkeeping or other related field, plus
two (2) or more years of related experience or equivalent combination of education
and experience.
CERTIFICATE, LICENSE, REGISTRATION REQUIREMENTS
* Must possess a valid Virginia driver's license or have the ability to obtain one
within 60 days of employment date. No more than six (6) demerit points on driving
record if required to drive Water Authority vehicles.
PHYSICAL DEMANDS OF THIS JOB
The physical demands described here are representative of those that must be met
by an employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the
essential functions.
* While performing the duties of this job, the employee is regularly required to walk,
stand, sit; use hands to finger, handle, or feel; reach with hands and arms; talk
and hear.
* Specific vision abilities required by this job include ability to adjust focus.
* While performing the duties of this job, the employee is regularly required to
stoop, kneel, crouch, bend, climb, balance or crawl.
* Employee must regularly lift and/or move up to 10 pounds.
WORK ENVIRONMENT ENCOUNTERED IN THIS JOB
The work environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the
essential functions.
* The noise level in the work environment is usually low.
* Employee is subject to normal work conditions as required in an office setting.
GENERAL STATEMENT AND SELECTION GUIDELINES
The above statements describe the general nature and level of work assigned to in
this job position. They should not be construed as an exhaustive list of all job duties
or tasks performed by personnel so classified.
The following will identify the selection guidelines for job placement:
* WVWA application
* Rating of education, experience, training and qualifications
* Reference checks
* Interview with WVWA management team
* Applicant must pass a pre-employment physical and drug/alcohol test
* A criminal background check and social security number verification will be
performed. The results must match information provided by the applicant on the
WVWA application
* Job related test might be required and would be administered to all applicants
applying for the position
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
2 years
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