Job Description

Position Summary
Performs customer service work as a team leader, assisting other Customer Service Call Center representatives in all customer service facets, including but not limited to processing transactions and inquiries, via telephone, mail, email, and in person contact. Researches complicated account issues. Performs collection-oriented tasks that involve attempting to collect monies owed to the Authority for services rendered. Work involves making direct contact with customers by telephone regarding overdue balances, making payment arrangements and authorized adjustments when necessary. Works with the Field Service Supervisor and Field Service Technicians regarding service orders related to collection activities and account inquiries.
Position Responsibilities / Essential Job Functions

• Manages difficult customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Answers telephone inquiries and requests for service. Obtains information from customers and initiates service requests or appropriate action using Utility Management System.
• Responds to call types within the established KPI (Key Performance Indicator) quality score and KPI call handling time.
• Serves as the first level of contact in the Customer Service escalation chain for account escalations.
• Collaborates with the Field Service Supervisor to prepare the daily cut-off listing for Field Service
• Technicians. Provides cut-off information to Customer Service Representatives.
• Conducts active, high volume/high risk collections activities for Commercial and Multi-Family Accounts. Initiates calls to customers regarding overdue balances or erroneous payments, arranges payment arrangements, and authorizes account adjustments as necessary, escalates as necessary to Management in event payment not received.
• Processes service orders, account adjustments and extensions, and other service actions to include collaboration with Billing and Field Services to confirm final bill accuracy.
• Reviews listing agreements provided by real estate agents on foreclosed properties to verify all information needed in order to begin service as required by VA Code.
• Researches complicated account problems for resolution, update customer account status listings, records and data bases to ensure account correctness.
• Leads special projects such as testing during system upgrades or the addition of new services as assigned.
• Assists with new hire training, providing performance coaching and performance feedback.
• Assists with recruitment process for Customer Service Representatives.
• Performs general office support work as assigned.
• Performs land record research and assist with collection activities as needed.
• Processes all kinds of payments, through a variety of venues.
• Provides back-up support to Cashier as necessary.
• Provides back-up support as needed to respond to customer emails and on-line inquiries through customer self-service. Selects and issues appropriate template letters and free-form responses as approved by Management.
• Provides back-up support as needed processing all (simple and complicated) leak adjustment request applications and provides guidance to other primary processors as necessary.
• Acts as coach and mentor to Customer Service Representative I\'s, Customer Service Representative II\'s and Customer Service Representative III\'s.
• Understands and follows Service Authority policies and procedures.
• May be deemed essential at any time.
• Performs other duties as assigned or required.

Essential Skills and Experience
Essential Skills and Experience:

• Knowledge of modern office practices and procedures including use of standard office equipment such as typewriters, photocopiers, and facsimile machines; customer billing procedures; computer equipment and software applications related to assignment; English usage, spelling and grammar.
• Ability to discuss and interpret high level procedures and governmental regulations (VA Code) as they relate to the collection activities of the Service Authority; analyze and create analysis to accurately depict collection, call center, general customer service activities and statistics in a form that can be presented to executive management and subordinates; communicate effectively, both orally and in writing; speak clearly and persuasively in positive or negative situations; listen to gain clarification; perform customer service work; and work cooperatively with others.
• High school diploma or GED.
• At least three years of progressively responsible administrative and customer service related experience.
• Or combination of education and experience as described above.

Preferred Skills and Experience:

• Some education above the high school level and/or technical training plus at least three years of related experience.

S p ecial Requirements:

• None

Reporting to this Position:

• Supervises and directs the work of others.

Physical Demands and Work Environment
The physical demands and work environment characteristics 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.

• Physical demands: The work is mostly sedentary with periods of light physical activity. Typical positions require workers to stand for short periods; lift and carry up to 20 pounds; climb stairs, bend, reach, hold, grasp, and turn objects; and operate computer or typewriter keyboards. The work requires the ability to speak normally and to use normal or aided vision and hearing.

• Work environment: Primary work is performed indoors in a standard office setting. The noise level in the work environment is usually moderate. Work is subject to frequent interruptions.

The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description. The qualifications do not express absolute employment or promotional standards. They are general guidelines that should be considered along with the job related selection or promotional criteria.