Customer Relations Specialist I

Overview

Provides customer service, resolving billing and infrastructure queries for the sewer district.

Key Responsibilities

• account management
• billing processing
• data entry
• complaint resolution
• customer service
• outreach events

Tasks

-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. -Completes administrative functions such as composing and distributing correspondence. Attends Customer Relations/Sewer District trainings as required. -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. -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. -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. -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. -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. -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. -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. -Processes, sorts and distributes incoming outgoing mail. May collect and keep records of mail sent, received and returned. -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. -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.

Requirements

• customer service
• bilingual
• negotiation
• problem solving
• office suite
• decision making

What You Bring

-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. -Candidate must possess negotiation and problem-solving skills to address issues and opportunities for improvement. -Candidate must have the ability to establish rapport quickly and maintain effective relationships with diverse populations. -Candidate must be proficient in Microsoft Office Suite including Word, Excel, Outlook and PowerPoint. -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.

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About Northeast Ohio Regional Sewer District

-Oversees three major wastewater plants—Easterly, Southerly, and Westerly—and an extensive interceptor sewer network. -Projects range from massive treatment-plant upgrades to green stormwater infrastructure in suburban and urban communities. -Known for rigorous sector expertise in utilities, water resources, and infrastructure, coordinating across 60+ municipalities. -An unusual legacy: created directly in response to the infamous 1969 Cuyahoga River fire, it now safeguards the river it once rescued.

Sector Specialisms