Customer Service Analyst

Starting pay $16/hour

Job Summary

The Customer Service Analyst performs various customer service duties, including interacting with the company’s customers and staff, providing them with information regarding utility services, and helping resolve customer and staff inquiries.  Responsible for billing, collections, and creating and completing work orders.

Position Accountabilities

  • Greets customers and listens to their requests
  • Answers customer inquiries in person, on the phone, and by email
  • Distributes inquiries and correspondence as appropriate
  • Processes payments and performs billing functions
  • Researches and reports results of investigations
  • Inputs data and updates computer files
  • Performs customer service functions (sewer report, backflow, sales taxes, etc.)
  • Processes daily mail
  • Prepares and distributes customer communications (collection, past due, etc.)
  • May include other duties and responsibilities, as assigned.

Minimum Qualifications and Requirements

Education:                   High School diploma or equivalent

Certification/License:  Valid Arizona driver’s license

Experience (Years):       2 years in customer service and handling financial transactions

Experience (Technical):  Knowledge and understanding of Microsoft Office, touch-type at least 40 words per minute

Remote Work:             No

Language:                   English

Citizenship:                  Must provide documentation showing U.S. Citizenship or right to work

Required Knowledge/Skills/Abilities and Additional Information

  • Professional and respectful to the public and co-workers
  • Excellent telephone and person-to-person communication skills
  • Accuracy in data input
  • Completeness in reporting and research
  • Dependable and reliable attendance
  • Honesty and integrity
  • Be familiar with the policies, rules, and regulations of the company
  • Follow instructions and procedures correctly
  • Diligent and accurate in completing tasks
  • Ability to adapt and learn water utility business
  • Communicate effectively (verbal, phone, email, text, written letters, face-to-face)
  • Understand and be empathetic with customers
  • Able to type and use a calculator with a high degree of accuracy
  • Processes are error-free

Work Environment and Physical Requirements

The position is at the Community Water Company offices.  The employee must sit for extended periods greater than 2 hours, read and comprehend computer screens, read small font sizes (10 points or lower) for a prolonged period, and lift up to 10 pounds frequently and 25 pounds occasionally.  Must have legible handwriting.

Conditions of Hire

  • Pass a medical examination to ensure fitness for the job
  • Pass drug and alcohol screening
  • Pass background check

NOTE:  Management has the right to revise this job description at any time.  The job description is not an employment contract; either the employee or the employer may terminate employment at any time or for any reason.