CUSTOMER SOLUTIONS REP I
 Western Virginia Water Authority | |
$24.06
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 United States, Virginia, Roanoke | |
 Oct 02, 2025 | |
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JOB POSITION: Customer Solutions Representative
Division: Customer Service & IS Status: Non-Exempt Grade: 106 Job Code: 629 Reports to: Customer Relations Manager Date: 10-23-14 Revised Date: 09-24-25 Last Reviewed Date: 09-24-25 SUMMARY OF JOB Works directly with the public either in person/phone/email/writing responding to questions related to handling customer escalation calls and correspondence, setting up new services, terminating new services, and often dealing with difficult situations or people. Advocate on behalf of the Western Virginia Water Authority by interpreting rules/regulations/policies/procedures. Associate Degree preferred with five (5) or more years of related experience. Minimum of two (2) years direct customer service experience involving servicing customer accounts/problem solving. Experience in water/sewer utility preferable. ESSENTIAL DUTIES AND RESPONSIBILITIES Includes the following. Other duties may be assigned or scheduled. * Responsible for resolving customer issues on the phone and in writing. Respond to difficult customer inquiries in a courteous manner. * Proactively communicates, research, resolve and respond to potential issues and customer complaints in a timely and efficient manner; explaining company policies and procedure. * Assist customers with Financial Assistance Programs within company policies. * Keep customer account information current while maintaining complete confidentiality of customer information. * Calculate and process adjustments to customer accounts. * Responsible for handling escalations as needed from team members * Obtains and evaluates all relevant information to handle product and service inquiries * Helps to identify areas were retraining is needed for team members and report them to their direct supervisor * Assist team members with questions and inquiries while staying abreast and within policies (policy changes) set forth in the Rules and Regulations. * Maintains a record of and assigns correspondence to team members * Appropriately handle service orders with field personnel. * Communicates and coordinates with internal departments * Follows up on customer interactions * Completes accurate entry and posting of credit memos, leak adjustments, etc. * Create and process customer final bills. * Produce daily and monthly financial utility billing reports * Troubleshoot financial utility billing data for balancing and accuracy purposes * Performs special projects as assigned from supervisor and management * Maintains set individual goals/expectations and keeps a clean organized work space * Helps to identify areas to improve and meet team expectations/goals * Report problems and conflicts to supervisor as soon as possible. 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. * Possess strong problem resolution and analytical skills * Ability to handle disgruntled customers in a professional, calm manner. * Ability to work effectively in a high stress environment * Ability to actively listen, think logically and comprehend data. * Ability to communicate effectively, both verbally and in writing. * Ability to review and analyze financial data. Thorough knowledge of accounting principles and procedures. * Must possess and maintain a good work ethic with a strong emphasis on good attendance, reporting to work on time, completing job assignments in a timely manner, maintaining a good work attitude. * Must possess effective business writing skills * Must be detail oriented * Ability to establish and maintain effective working relationship with coworkers, other Water Authority departments and the general public. * Ability to read and interpret documents such as safety rules, operating and maintenance instructions, maps and procedure manuals. * Ability to apply common sense understanding to carry out instructions furnished in writing, oral or diagram form. * Ability to work alone or in a team environment. * Ability to work safely and obey all safety rules. * Perform all job duties as assigned and/or scheduled. EDUCATION and/or EXPERIENCE Associate Degree or higher preferred with required course work in accounting, information systems, and business plus five (5) or more years of related experience. Minimum of two (2) years recent direct customer service experience involving servicing customer accounts and problem solving. Experience in water/sewer utility preferable. 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 THE 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, and sit; use hands to finger, handle or feel; reach with hands and arms; talk and hear. * While performing the duties of this job, the employee is occasionally required to stoop, kneel, crouch, bend, climb, balance, crawl or reach overhead. * Specific vision abilities required by this job include ability to adjust focus. If corrective lenses are noted on driver's license, the lenses must be worn when operating Authority vehicles. * Repetitive movement using keyboard and/or office equipment is involved. * Employee must be able to sit for an extended amount of time at a desk or workstation. * Employee must regularly lift, carry and/or move up to 10 pounds and occasionally 45 pounds. Assistance is required on weight amounts above those listed. Failure to do so could result in injury and denied Worker's Compensation benefits. 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. * Employee may occasionally be subject to exposure to moderate or high noise level, extreme outside weather conditions, uneven, steep, slippery terrain conditions, dusty conditions and wet and/or humid conditions. 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 | |