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Form of workCustomer Service Coordinator
DEPARTMENT:Customer Service
SCHEDULE: Monday-Friday, 8:00am-5:00pm
(some flexibility with hours)
Position Summary:
The Customer Service Coordinator oversees and assists with various systems and software, including the Advanced Metering Infrastructure (AMI) system, to ensure the proper administration and execution of service is provided to all customers. This position operates and monitors the AMI system and related programs, analyzes, and interprets data, coordinates AMI work orders, and assists with investigation and resolution of customer requests/inquiries in a timely manner. Additionally, this position contributes to the regulatory compliance and efficient operations of the District.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position:
- Operates and monitors various systems and software including AMI related programs (Regional Network Infrastructure (RNI), Sensus Analytics (SA), Customer Information System (CIS), Lucity, and Work Order Management Systems (WOMS).
- Collects and imports data and runs system reports and daily scripts.
- Reviews, interprets, and analyzes data.
- Coordinates with proper departments to verify and resolve data issues.
- Creates, prints, sorts, and distributes service work orders from the AMI systems to the appropriate departments.
- Creates and shares reports and files with other departments.
- Monitors the health of the AMI systems ensuring that they are performing efficiently and as designed.
- Provides support to staff using the AMI systems, escalating to vendor support if necessary.
- Assists with investigating, resolving, and responding to daily customer inquiries concerning the AMI systems, delinquent account notification and disconnection program.
- Reviews completed AMI work orders as needed to identify any further repair, maintenance or coaching needs required for the AMI system. Coordinates with proper department for follow up and completion.
- Forwards completed AMI work orders through the proper channels after review.
- Monitor Base Station reports to verify all issues are resolved.
- Assists with and ensures compliance of regulatory bodies.
- Ensures compliance of all company policies.
- This description describes only the core areas of responsibilities; specific position assignments will vary depending on the needs of the department.
Required Education and Experience:
- High School Diploma/GED and four years of experience in data entry, billing, meter reading technology and/or data analysis; or any combination of experience, education and/or training that provides the required knowledge, skills and abilities.
- Customer Service experience preferred.
Knowledge of:
- Data entry and analysis.
- General knowledge of the AMI systems preferred (Base Stations, RNI, Sensus Analytics, CIS, Work Order Management Systems).
- General knowledge of water systems preferred.
Licensing/Certifications:
- Valid Driver’s License.
Skilled In:
- Ability to work with various computer software programs such as Microsoft Office, with a strength in Excel.
- Ability to problem solve and resolve issues and concerns.
- Ability to maintain effective, fair, cooperative, collaborative, and respectful relationships with internal and external colleagues, peers, work teams and workgroups.
- Perform data entry with diligent attention to detail.
- Interpret meter readings for customers and analyze data.
- Ability to gain working knowledge of the entire distribution system.
- Ability to interpret, understand and administer regulations.
- Ability to direct others.
Work Environment and Physical Demands:
This job primarily operates in a climate-controlled environment. Works with equipment such as computer, copy machine, fax, and phones. The position requires auditory and visual skills and the ability to follow written and oral instructions and procedures. There is no regular travel expected for this position.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
The Northern Kentucky Water District employs qualified persons in all jobs in a manner which will ensure equal employment opportunity, as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race, religion, national origin, age, sexual orientation or disability.
