Customer Service Dispatcher/Customer Account Rep

We have an opening in our Customer Servicedepartment for an Customer Service Dispatcher/Customer Account Rep. We are passionate about the environment while delivering life sustaining, high quality water service to families and communities. We embrace progress, provide training & development to inspire success in every aspect of our business and culture. In addition, we provide a competitive benefits package and 401(K).
This is a hybrid work opportunity, meaning that employees are eligible to work remotely for part of the work week, dependent on job function and business needs.
Job Description
TheCustomer Service Dispatcher/Customer Account Rep is a liaison between theCustomer Service and revenue services team. They will specialize in account resolution to ensure timely cycleread review and work order closing. This role will ensure that accounts that require additional attentionwill be handled efficiently and be resolved. They will report to the supervisorof Customer Service but with a dotted line to the revenue servicessupervisor. Additional responsibilitiesto include:
Provide excellent service to our customers by contacting and dispatching personnel to address repair, service or emergency needs.
Provide excellent service to our Field Service and Customer Service teams by responding to telephone requests for emergency and non-emergency assistance from Leads, field service or call center representatives.
Monitor dispatched field service personnel for completion of tasks and availability. Work with Field Services and Customer Service to prioritize activities, and update Customer Service and Field Services as needed.
Complete and maintain all systems and documentation related to the dispatcher role. This includes using the mobility system, our internal Customer Service system, and various other systems.
Ensure data collected from customers or Field Services is entered into the system.
Interpret customer records and account history to respond to customer inquiries and complaints regarding transfers, billing, service, collection and payments.
Utilize Customer Information System to access data and/or generate reports.
Provide coverage on an as needed back to back up the Customer Service Call Center.
Review data received through the EI CIS system.
Analyze the data and take appropriate action based on the analysis.
Determine if data is ready to be submitted to revenue services or needs further investigation.
Further investigation includes generating a work order to verify accuracy of the reads or to take corrective action.
Submit analyzed and accurate meter reads to revenue services for processing.
Review and analyze the billing proofs and exception report through billing manager and approve for Invoicing.
Interact with customers through phone calls, emails or written correspondence to achieve world class Customer Service and efficient resolution.
Minimum Qualification

• 4 years of Customer Service experience required.
• Experience in Customer Information Systems required.
• High School Diploma required.

Compensation Type
Hourly Wage
Compensation Range
Grade 3 - Hourly
$ 21.73 - 34.76
Primary Work Location
93 West Main Street
Clinton, Connecticut, 06413
United States
Work Environment and Physical Demands Code
I - Indoor
EEO StatementOur company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, pregnancy, gender, gender identity, sexual orientation, marital status, protected veteran or other status protected by federal, state, and local laws.