Customer Relations Specialist I - Cleveland, OH

Job Summary · Provides full cycle service and responsiveness to and for Sewer District customers, the public and government agencies in response to in-person, phone, chat and e-mail inquiries. Responds to customer questions and complaints due to stormwater and wastewater infrastr ...

Job description

Job Summary
Provides full cycle service and responsiveness to and for Sewer District customers, the public and government agencies in response to in-person, phone, chat and e-mail inquiries. Responds to customer questions and complaints due to stormwater and wastewater infrastructure performance, billing and Sewer District cost savings programs. Provides accurate, detailed and updated information to ensure customer issues are addressed in an expeditious and complete manner. Performs a wide variety of clerical and administrative duties to support the functions of the department and its members. Develops a rapport with Sewer District partners, internal and external customers. Assists with the rotation of administrative duties. Performs other duties of a similar nature as may be required.

Essential Functions

• Works as an integral part of the Customer Relations team by providing expeditious and courteous professional customer service to questions, concerns and service-related problems to ensure a well-served and well-informed public. Assures the confidential handling of all department-related and Sewer District-related business.
• Acts as a direct point of contact for customers by communicating over the phone, electronically and/or face-to-face. Acts as an ambassador at Sewer District outreach events promoting cost savings programs and billing issues. Responds promptly to customers regarding billing and services available, ensuring problem resolution.
• Complies with Sewer District policies and procedures when responding to and resolving customer complaints. Recommends policy changes and upgrades to improve process, resolution and/or customer satisfaction.
• Acknowledges and resolves customer complaints. Utilizes software systems, phone calls and emails to follow-up with customers, the Sewer District and other appropriate contacts and outside agencies to ensure resolution.
• Retrieves, enters, verifies and maintains information on all customer accounts, transactions and various billing matters. Compiles information and initiates the process of establishing bills for new accounts and deactivating stopped accounts.
• Processes, sorts and distributes incoming outgoing mail. May collect and keep records of mail sent, received and returned.
• Processes initial applications and requests for adjustments. Assists in the administration and maintenance of special Sewer District projects and programs, such as Crisis Assistance and Summer Residential Sprinkling User Charge programs. Interprets related Sewer District policies and procedures and relays information to customers and Sewer District partners. Informs customers about rate-saving opportunities and reviews accounts to determine eligibility.
• Assists the bi-annual certification process by reviewing accounts, issuing letters of intent and acting as collectors to establish payment agreements to resolve unpaid balances.
• Accurately documents calls and resolutions (original call information, root causes, person/department(s) involved, follow-up dates, geographical information of customer complaints for problem resolution) through data entry in customer management systems.
• Assists customers with billing and infrastructure related issues by routing to appropriate personnel within the Sewer District. May refer matters to other departments or outside agencies for escalation and resolution when necessary.
• Identifies the nature of calls received and investigates issue history to discover root causes and potential solutions that determine the best course of action with the involvement of appropriate Sewer District personnel and departments.
• Completes administrative functions such as composing and distributing correspondence. Attends Customer Relations/Sewer District trainings as required.
• Performs other duties of a similar nature as may be required.

Minimum Job Requirements
EDUCATION

Candidate must possess a high school diploma or its GED Equivalent.

Experience

• Candidate must possess two (2) years of experience in delivering exceptional customer service as a major job responsibility.
• Bilingual in English/Spanish is preferred but not required.

Other Requirements
LICENSURE AND CERTIFICATIONS

Possession of a valid driver's license with a driving record in accordance with the Sewer District's acceptable guidelines preferred.

Knowledge, Skills, And Abilities

• Candidate must possess effective written and verbal communication, organization skills and decision-making abilities.
• Candidate must possess the ability to effectively plan, coordinate, establish and maintain effective working relationships and prioritize workloads based on available resources.
• Candidate must possess negotiation and problem-solving skills to address issues and opportunities for improvement.
• Candidate must be proficient in Microsoft Office Suite including Word, Excel, Outlook and PowerPoint.
• Candidate must have the ability to establish rapport quickly and maintain effective relationships with diverse populations.

Physical And Mental Requirements
During the course of performing the essential functions of this position, the employee must be able to analyze, communicate, comprehend, coordinate, make decisions, possess general intelligence, interact, interpret, negotiate, possess numerical intelligence, organize, problem solve, have resilience and perform tasks. Physical work will need to be performed, such as balancing, bending, crouching, driving, reaching, sitting, standing, talking, typing and walking. Repetitive movements will need to be performed such as simple grasping and fine manipulation with one or both hands. Ability to push, pull and lift from floor to waist up to 20 lbs. on an occasional may be necessary. Position will require visual demands of accommodation, color vision, depth perception, far acuity and near acuity. Ability to withstand faint to moderate noise exposure for fifteen minutes or longer on a frequent basis is required. Exposure to environmental conditions such as outdoor work is encountered in this position.

Pay Range: USD, Commensurate with Experience
$ $25.69 per hour

Our Equal Employment Opportunity Statement
Our Accessibility Statement
Our Employee Benefits & Wellness Programs
We offer a comprehensive employee benefits package including Health Insurance Coverage, Various Retirement Planning Options (Ohio Public Employee Retirement System and Deferred Compensation Plans), Flexible Spending Accounts, Employee Assistance Program, Free Parking at our facilities, Corporate Discounts, and more We also have an active Health & Wellness Program that promotes a life/work balance.

NEORSD supports the use of hybrid work as a way to help attract and retain talented individuals in public service, increase worker productivity and better prepares the agency to operate during emergencies. This position may be authorized for hybrid work. hybrid eligibility will be discussed during the interview process.
DISCLAIMER:
The information outlined in this job description indicates the general nature and type of work performed by employees within this classification. It is not intended to provide a comprehensive inventory of all duties, responsibilities or competencies required of employees within this classification.