Customer Service Coordinator

Currently 6 month probationary period $26.49 - Regular rate $27.88  

Purpose/Customer Impact: This position creates customers’ bills which generates operating revenue.  The Customer Service Coordinator is the interface between the customer and Portland Water District (PWD) for handling and resolving emergency and non-emergency contact; handling difficult customer interactions, resolving problems, collecting delinquent accounts, analyzing data, scheduling appointments, and maintaining accurate asset records.

Reporting Relationships:   Reports to:  Customer Service Supervisor      Direct Reports: None

Interrelationships: Daily contact with any person requiring information or assistance from PWD, including, but not limited to rate payers, municipal staff for wastewater communities, and PWD employees. 

Independent Action: Limited direct supervision, authority to make many decisions independently in conformance with established procedures, State, company and department guidelines.

Job Duties:

•  Ensures customer bills are accurate, PWD asset records are properly maintained, analyzes report data, performs QA/QC, processes work orders and service requests and determines when it is appropriate to commit customer billing. 
• Possess thorough knowledge of PWD water rates and each municipality’s wastewater rates.  Calculate bills, answer customer inquiries, schedule customer appointments and perform adjustments in accordance with established rates. 
• Handles and resolves emergency/non-emergency calls and complaints.  Must meet pre-established goals for talk time, wrap-up time and customer satisfaction.  Determine the best course of action when language (non-English) is a barrier to customer communication.
• Issues disconnection notices and negotiate payment terms with customers who are having difficulty paying their bills and provide information on sources of financial assistance within the community.  Decide when additional payment terms are not acceptable.
• Informs customers of their rights outlined in the Maine Public Utility Commission’s guidelines.
• Authority to determine when disconnection of service is necessary.
• Performs Automated Meter Reading functions such as downloading and uploading routes, estimating reads and investigate high, low and zero usage.
• Provides back-up services for Control Center Operators and interacts with other PWD employees providing information or assistance as needed.
• Responds professionally, respectfully, confidentially and timely to customer inquiries and complaints and strives to be the single point of contact for accountabilities within job description.  Communication could be in person, by telephone, internet, radio or letter. 
• Communicates with PWD employees by sharing information; participating in meetings and teams; and by providing constructive feedback in a respectful manner. 
• Utilizes state, company and department rules, practices, tools and guidelines to make informed decisions.  Must be very knowledgeable with PWD’s software packages such as CIS, GIS, GPS, and other related software, including Microsoft Office products.
• Performs other duties as assigned.

Physical Requirements:  Extended keyboard usage, extensive sitting, extensive telephone usage, twisting, reaching, bending, standing, clear verbal and writing skills, hearing, visual accuracy, and lifting (maximum 25 lbs.)

Minimum Requirements An individual must be able to perform Essential Job Functions and Accountabilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Associates Degree in Business Administration, or related field, and two years of customer service experience.  Two years of customer service experience may be substituted for the education requirement.   Experience working as a customer service representative in a call center is a plus.  
• Applicants will be required to take a pre-qualification test achieving a score of good/proficient or better for the following skills:  data entry speed; Microsoft Office Work, Excel and Outlook; call time; developing customer rapport; discovering customer needs; problem solving ability to learn new procedures, teamwork and multi-tasking.
• New hires will be required to pass periodic exams to assess their comprehension and skills.
• Ability to make informed, independent decisions using excellent judgment regarding, but not limited to, determining when it is appropriate to “commit” billing and the potential disconnection of water service.
• Ability to handle customer contacts within the timeframe set by the department in order to meet customer satisfaction goals.  The major skills required to achieve customer satisfaction goals are:  fast/accurate keying, excellent listening and problem-solving ability; clear, respectful communication, tack, diplomacy, organization and the ability to successfully multi-task.
• Project a well-modulated voice and tone.
• Possess negotiation skills paired with good judgment when establishing payment arrangement terms for delinquent water and wastewater bills.
• Excellent writing skills with the ability to compose letters and emails, update logs and develop standard operating procedures for the department
• Must perform basic math functions such as addition, subtraction, multiplication, division and calculation of percentages in order to perform adjustments
• Must be self-motivated and work with minimal supervision
• Preferred to have a driver’s license, with a clean driving record.   
• Must function well in a team environment, sharing skills, knowledge and ideas with coworkers.
• Present a neat appearance to promote a professional image of PWD.