Customer Service Advocate

Incumbents in this position are responsible for providing customer service support for CFPUA’s billing and collections operations.  This position is assigned to pay grade G13.

• Answers telephone and greets visitors; provides information and assistance in a Call Center Environment or Face-to-Face Environment. 
• Schedules work orders, including tenant changes orders, rereads, and site visits. 
• Processes applications for new services and closes customer accounts as necessary. 
• Processes returned mail. 
• Copies, files, and faxes various documents. 
• Processes credit adjustments. 
• Processes bill corrections. 
• Prepares and updates reports. 
• Guide customers with payments via IVR.  
• Accepts, receives, an/or collects payments directly from customers in a Face-to-Face Environment.
• Resolves difficult or sensitive customer service inquiries or problems; advises public on complex rules, policies, and procedures. 
• Receives 100+ customer requests through multiple intake channels including phone, fax, email, and mail on a weekly basis while taking calls. 
• Advises citizens of anticipated service and completion dates of their requests. 
• Conveys a positive image and handles a large volume of customer calls in a friendly, effective, efficient, and professional manner. 
• Determines if and when to grant bill extensions.  Listens to circumstances and determines if customer needs to be escalated to collections department. 
• Submits request for information to Engineering.  Communicates with the customer and Engineering for results. 
• Meets service level for calls and the completion of customer requests with 99% accuracy level. 
• Performs other related job duties as assigned. 

 In the event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.

• High school diploma or GED.
• Six (6) months of work experience in a role such as customer service representative, call center representative or any related work field.
• Bilingual preferred.
• Must be bondable.

Other Essential Job Specifications

	YES	NO
Use interpersonal skills such as seeing, hearing, and speaking to develop positive interactions with customers.	X
Comprehends and uses technical or professional language, either written or spoken, to communicate complex ideas.	X
Performs numerical operations using basic counting, adding, subtracting, multiplying, or dividing.	X
Performs complex quantitative calculations or reasoning using algebra, geometry, statistics, or abstract symbols.	X
Requires travel between CFPUA sites.		X
Use or repair of small/light equipment (power tools).		X
Use or repair medium equipment and machinery (vehicles, commercial mowers).		X
Use or repair heavy or complex machinery (HVAC systems, construction equipment, water plants).		X

 Physical Requirements
 None: 0 hours or 0% of scheduled shift
 Some: Up to 2 hours or 20% of scheduled shift
 Frequent - 2 to 5 hours or 20% to 60% of scheduled shift
 Very Frequent - More than 5 hours or 60% to 100% of scheduled shift

	NONE	SOME	FREQUENT	VERY FREQUENT
Minimal physical exertion. Very light physical work at desk or counter level with intermittent periods of sitting, standing, and walking. May involve data entry, telephone work, or use of various office equipment.				X
Same as above with the addition of standing/sitting/walking for lengthy periods of time. May involve light physical exertion due to pushing, pulling, carrying, and lifting weights up to 20 pounds.		X
Physical exertion involving pushing, pulling, and lifting up to 20 pounds. May require prolonged standing and/or walking during which time objects are transported. May require occasional bending, squatting, and reaching.		X
Sustained physical activity throughout the work period. Performs work tasks involving pushing, pulling, carrying, and lifting up to 50 pounds. May require bending, squatting, stooping, reaching, climbing, or walking in addition to other physical demands.	X
Sustained physical activity throughout the work period. Performs work tasks involving pushing, pulling, carrying, and lifting up to 50 pounds. May require bending, squatting, stooping, reaching, climbing, or walking in addition to other physical demands.	X