Customer Resolution Specialist

Job Description

General Description:

The Customer Resolution Specialist is responsible for addressing and resolving inbound customer service inquiries for the Department of Watershed Management (DWM). This position performs high-volume public contact and recordkeeping duties related to the operational, financial, and commercial records of water utilities. The role provides accurate and timely information to utility customers and the general public regarding billing, account issues, and service requests.

Classification Standards 

This classification performs routine to moderately complex customer service functions involving public contact and account management. Candidates should have prior experience in a customer service or call center setting and demonstrate strong communication and problem-solving skills. Work is performed under moderate supervision, requiring the application of established procedures and policies.

Supervision Received:

Works under close to moderate technical supervision. Work in progress and completed tasks are reviewed regularly for quality assurance, accuracy, completeness, and adherence to established procedures and guidelines.

Essential Duties and Responsibilities

• Responds to inbound customer telephone calls regarding Department of Watershed Management (DWM) policies, procedures, services, and account-related concerns.

• Assist customers with inquiries related to billing, adjustments, appeals, meter readings, leaks, and other water and sewer service issues.

• Utilizes active listening and problem-solving skills to understand customer concerns, ask clarifying questions, and provide accurate, policy-based resolutions.

• Communicate with customers through multiple channels including phone, email, mail, and live chat.

• Provides real-time support through live chat by addressing inquiries, assisting with billing questions, and guiding customers through available self-service tools in a professional and timely manner.

• Research customer accounts, records, and databases to investigate and resolve complex inquiries, disputes, and service concerns.

• Coordinates with internal departments such as Billing, Field Services, and Inspections to gather information and facilitate resolution of customer issues.

• Initiates work orders and service requests to address service concerns 

• Maintains accurate and detailed documentation of customer interactions, account activity, and case updates across multiple systems in accordance with departmental procedures.

• Assist customers with financial transactions by providing guidance on payment transfers, credit refunds, and submitting requests for processing when applicable.

• Provides support for service-related matters including disconnections, reconnections, meter installations, and service verifications.

• Participates in peer mentoring and knowledge sharing to support training and development of new representatives and departmental staff.

• Performs additional duties assigned to support operational and departmental business needs.

Knowledge, Skills & Abilities:

• Strong interpersonal and human relations skills.

• Knowledge of personal computer operation in office applications.

• Knowledge of proper English usage, including grammar, spelling, and punctuation.

• Knowledge of basic business mathematics.

• Knowledge of and proficiency in using office technology and computer-based systems to perform daily work-related duties.

• Ability to interpret and analyze pertinent procedures, data, and functions quickly.

• Ability to exercise sound judgment in interpreting and applying information to a variety of situations, and in taking appropriate action under moderate supervision.

• Ability to maintain accurate records.

• Ability to speak clearly and concisely.

• Ability to demonstrate strong written and verbal communication skills.

• Ability to manage multiple tasks, remain detail-oriented, and work efficiently under moderate supervision.

• Ability to simultaneously converse with customers and accurately enter data into a computer.

• Ability to maintain composure and professionalism during difficult customer interactions.

• Ability to actively listen, demonstrate empathy, and respond appropriately to customer concerns.

• Ability to resolve customer issues using problem-solving and conflict resolution techniques.

• Ability to navigate multiple systems and applications while assisting customers.

• Ability to manage time effectively and prioritize tasks in a fast-paced, high-volume environment.

• Ability to adapt to changing procedures, policies, and technologies.

• Ability to collaborate with team members and internal departments to resolve customer inquiries.

Minimum Qualifications:

Education:

High School Diploma or GED required.

Experience:

• Minimum of two (2) years of customer service experience.

• Experience providing service to customers or the public in a professional environment.

• Experience using computer systems, databases, or office applications to document and manage customer interactions.

• Experience following established policies, procedures, and service guidelines while assisting customers.

Preferred Requirements 

• Four (4) or more years of customer service experience, preferably in a high-volume call or contact center environment.

• Experience handling billing inquiries, account disputes, or service-related issues.

• Familiarity with CRM or contact center systems used to manage customer interactions.

• Experience supporting customers through multiple channels, including phone, email, and live chat.

• Ability to navigate multiple systems while researching and resolving customer inquiries.

• Knowledge or work experience in utility services, municipal operations, or water and sewer billing processes.

Licensures and Certifications – N/A