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Job Description
The San Antonio Water System - Customer Service Call Center is currently recruiting for Temporary (up to 18-months) Customer Service Associates.- Starting pay rate is $18.25 hourly.
- Selected candidates must be available to start employment on November 11, 2024.
- Attend the on-site mandatory 5-week Phase I training program.
- Selected candidates will be eligible for full-time benefits.*
*Full-time benefits currently include medical and dental plan coverage, life insurance, retirement plans, paid leave and holidays, tuition reimbursement, and others as further outlined on www.saws.org .
Job Description
JOB SUMMARY
The Customer Service Associate positively responds to routine account and/or service inquiries from San Antonio Water System's customers via phone, email, internet, or in person from a call center, department, or customer contact center. Answers questions regarding new and existing services which may include billing, termination of service, impact fee amounts or infrastructure location. Customer Service Associate may prepare Impact fee statements, process payments or negotiate payment arrangements with customers. Anticipates concerns by proactively suggesting appropriate service and program offerings that meet the customer's needs.
ESSENTIAL FUNCTIONS- Responds to customer interactions via the phone, email, internet, or in person in a professional, courteous, accurate manner while recording a brief overview of communication.
- Develops a rapport with internal/external customers by greeting customers by name and demonstrates account ownership.
- Answers customer's question or solves the problem during initial contact, if follow-up is required, must do so within the timeframe committed to the customer.
- Creates, generates, and initiates requests for meter and field services.
- Opens, verifies, and sorts incoming mail for image data capture; manually extracts contents from envelopes that are unable to be processed using automated equipment.
- Identifies, explains, and suggests community resources when applicable.
- Suggests improvements and changes to processes and policies to improve customer satisfaction.
- Participates in and supports the development and implementation of special projects.
- Maintains an individual cashier record that is in line with SAWS policies.
- Evaluates, contacts, and negotiates resolution of delinquent and final accounts.
- Processes, adjusts, reconciles, transfers all manual and electronic payment applications, refunds, rebates, return items, and research of unclaimed property.
- Reviews and processes receipts and generates correspondence regarding billing/consumption disputes.
- Performs all other duties as assigned.
DECISION MAKING- Receives immediate supervision.
MINIMUM REQUIREMENTS- High School Diploma or GED.
- One year experience in a customer service environment.
- Ability to work regularly scheduled shifts within SAWS's hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.
PREFERRED QUALIFICATIONS- Bilingual in English/Spanish.
JOB DIMENSIONS- Skill in utilizing a personal computer and associated software programs.
- Ability to communicate clearly and effectively, both verbally and in writing.
- Ability to perform basic mathematical calculations.
- Ability to type 35 w.p.m. and/or 8,000-10,000 k.p.h for 10 key required.
- Ability to effectively respond to inquiries, complaints, and requests.
- Ability to read water and wastewater utility maps.
- Ability to establish and maintain effective working relationships with co-workers, supervisors, and the general public.
PHYSICAL DEMANDS AND WORKING CONDITIONS
Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting or standing for extended periods of time at various workstations to perform job scope. Requires visual acuity, speech, and hearing. Working conditions are primarily in an office environment. May be required to adhere to strict lunch or break schedule.
May be required to work hours other than regular schedule including shift work, weekends and holidays.
San Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers.
From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:- Competitive, market-based salaries
- Performance-based incentives
- Medical benefits
- Dental benefits
- Life insurance
- Prescription drug program
- Vision care plan
- Two retirement plans
- Deferred compensation plans (457 plan)
- Disability income
- Paid leave (vacation, sick, personal)
- Education assistance program
- Employee assistance program
- Flexible, tax-deferred health and dependent care spending accounts
- Wellness programs
- On-Site Fitness Facilities
- Community service opportunities
Closing Date/Time: 10/11/2024 11:59 PM Central -
ABOUT THE COMPANY
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San Antonio Water System
Show moreThe San Antonio Water System (SAWS) is a public utility owned by the City of San Antonio. SAWS serves 2 million people in Bexar County as well as parts of Medina and Atascosa counties. The population includes more than 511,300 water customers and 457,600 wastewater customers. SAWS actively seeks out public participation in its operations and planning, while SAWS volunteers strive to help their neighbors in need.
As an industry leader in conservation and water and wastewater management, SAWS provides sustainable, affordable water services. To deliver responsible water services, our investment in our employees – one of our greatest assets – ranks as a top priority.
San Antonio Water System's Board of Trustees has adopted mission, vision and values statements that serve as a foundation to move the utility forward through 2050 and reinforce San Antonio's much-deserved reputation as Waterful.
Our Mission: Sustainable, Affordable Water Services / Our Vision: To be leaders in delivering responsible water services for life. / Our Values: Excellence, Integrity, Respect and Safety.
SAWS is a values-based organization that believes in diversity in all aspects of our business. At SAWS, we attract and retain the finest individuals whose diverse talents drive innovation. We recognize that differences in race, ethnicity, religion, gender, gender identity, sexual orientation, nationality, physical ability or any characteristic protected by law, enrich and empower our work environment. We respectfully infuse diversity in our daily work lives with the knowledge that people from a variety of backgrounds and life experiences make connections that make SAWS a success.
SAWS is committed to providing our employees with a healthy, safe, and rewarding work environment where all employees have an equal opportunity for professional and personal growth. SAWS employees go beyond what is expected – developing remarkable, award-winning programs in conservation, water resources, watershed protection and wastewater treatment.
Why Choose a Career at SAWS?
For Your Work-Life Balance: SAWS is proud to invest in its employees by offering a variety of paid time off to help meet the work-life balance goals of you and your family.
For Your Professional Growth: Professional growth is key to both our employees’ success as well as SAWS’. That’s why SAWS offers a number of professional development opportunities that achieve both personal and company goals.
For Your Future: Achieving your personal financial goals is an important part of your life. SAWS makes it easy for employees to save for retirement by providing several retirement plan options.
For Your Health: SAWS offers a range of health, dental and vision benefits, and Wellness Programs to help meet each employee’s needs.
For your Protection: SAWS offers life insurance and disability coverage to meet the need for protection against life’s unexpected events.
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