The Customer Care Associate (Dispatching) responds to inquiries received via the 24 hour Emergency Command Center. Applies analytical and evaluative methods and techniques to provide sufficient information to resolve substantive issues and problems. Compiles, reconciles, and correlates data from a variety of sources. Coordinates field crew activities for Customer Services, Water Services, and Sewer Services in response to calls received from the general public.
ESSENTIAL FUNCTIONS:
Interacts with customers to discuss billing issues, establish payment terms, arrange for waters audits, coordinates field crew activities related to emergencies, inquiries, concerns, and other problems pertaining to water, sewer, and meter related issues.
• Discusses the bill with the customer, reviews payment applications, makes adjustments to bills, and establishes payment terms to avoid the disconnection of services.
• Provides advisory services in relation to payment issues. Reviews the customer’s total situation in establishing payment plans, accepting request for investigations, and accepting payment for service restoration.
• Prepares adjustments on accounts and submits for approval.
• Exhibits positive action in representing the Authority in making final determination on the customer’s inquiry or problem.
• Coordinates field crew activities related to emergencies, inquiries, concerns, and other problems pertaining to water, sewer, meter, and hydrant related matters. Determines the responsibility of the repair and dispatches the concern to the necessary department, agencies, and/or personnel. Maintains location of field crews and communicates with them on a regular basis via the two-way to update the status of pending files based on field activities and provide technical assistance to field crews as necessary. When necessary, generates and routes service order via Maximo and SOS Mobile.
• Assists crews with water shutoffs to isolate broken water mains. In cases where information does not appear to be in conflict with current records, informs field crew of inconsistencies and advises probable field conditions they may encounter and other possible alternatives.
• Provides remote assistance to field personnel related to the water and sewer infrastructure by reviewing and communicating information found in Geographic Information Systems (GIS), electronic maps, engineering drawings, and Electronic Customer Information Systems (ECIS).
• Contacts other agencies to request assistance or to inform of existing conditions as reported by field crews.
• Prepares various reports. Maintains records of “out of service” fire hydrants, leaking services, broken water mains out of service and defective valves. Maintains records and performs research activities regarding job status to generate reports, follow-up on action items, and responds to customer inquiries.
• Composes clear and concise correspondence that reflects the Authority’s position on complex issues and problems.
Customer Care Associate (Dispatching)
• Performs other related duties and projects as assigned at the discretion of the Supervisor, Call Center.
MINIMUM QUALIFICATIONS:
• High School diploma or General Educational Development (GED) certificate and three (3) years of progressive experience in providing customer service in a billing/payment office (preferably in an industrial environment).
OTHER REQUIREMENTS:
• Ability to handle complex problems and issues independently.
• Substantive knowledge of analytical and evaluative methods and techniques.
• Excellent oral and written communication skills.
• Thorough knowledge of dispatching functions preferable gained in a repair and maintenance environment. Ability to transmit facts calmly and concisely over the radio, telephone, and other mobile systems.
• Knowledge of automatic meter reading, inspections, maintenance and water cut-off and turn on policies and procedures. Knowledge of lead service replacement policies and procedures. Knowledge of obstructed sewer lateral procedures. Working knowledge of public space regulations.
• Knowledge of terminology associated with the plumbing trade.
• Must be adaptable to working in a fast pace environment.
• Must possess strong computer skills. Skills in utilizing personal computer and maintaining sufficient knowledge of application software programs (i.e. GIS, Information Websites, word processing, spreadsheets, e-mail,, and other agency systems).
• General office conditions
• The incumbent is subject to being placed on call during hours and schedule identified by the Authority.
• The incumbent is required to work on rotating shifts.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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