Customer Service Specialist (Water Resources - Backflow Prevention)
- Salary: $45,552.00 - $74,734.00 Annually USD
- Full Time
- Customer Service
- Environmental Services
- Natural Resources
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Job Description
Grade 16: Starting Hourly Rate: $21.90. Rate of pay depends on qualifications.
Job Description
JOB SUMMARY
The Customer Service Specialist is responsible for review, research, resolution and response of escalated customer concerns.
ESSENTIAL FUNCTIONS
All Specialties- Provides written and verbal reports to management, as required.
- Participates in meetings, information gathering and sharing sessions to provide trends and patterns of escalation.
- Develops and maintains a database or an automated record keeping system of applications, complaints, incentives, violations.
- Establishes and maintains effective working relationships and public relations.
- Assists with correspondence via email, web, and letters of acknowledgement and follow up.
- Responds to customer interactions via the telephone, email, internet, or in person in a professional, courteous, accurate manner while recording a brief overview of communication.
- Develops a rapport with internal/external customers.
- Answers customer's question or solves the problem during initial contact, if follow-up is required, must do so within the timeframe committed to the customer.
- Performs all other duties as assigned.
Customer Solutions Specialty- Researches, resolves, and responds to situations considered high-profile, sensitive, and/or escalated in nature.
- Works as required in the customer solutions phone que to resolve customer escalations within the same day.
- May be required to respond in writing both through written and/or electronic correspondence (email/chat) to SAWS internal and external customer within departmental guidelines of established deliverable dates.
- Identifies and communicates emerging issues; updating tracking log, and processing front-line CSA exception requests
DECISION MAKING
All Specialties- Works under limited supervision.
All Specialties- High School Diploma or GED.
- Four years' experience in a customer service environment.
- Valid Class "C" Texas Drivers License.
- Proficient in the use of Microsoft Office environment.
- Ability to work regularly scheduled shifts within SAWS’s hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.
All Specialties- Two years' of college courses in business administration or related field from an institution accredited by a nationally recognized accrediting agency.
- Bilingual in English/Spanish.
- Regular contact with internal and external customers, including the general public.
- Must meet the required performance standards within the area of assignment.
- Ability to communicate effectively verbally and in writing.
PHYSICAL DEMANDS AND WORKING CONDITIONS
Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting for extended periods of time to perform job scope. Working conditions are in an office environment with occasional field visits.
San Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers.
From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:- Competitive, market-based salaries
- Performance-based incentives
- Medical benefits
- Dental benefits
- Life insurance
- Prescription drug program
- Vision care plan
- Two retirement plans
- Deferred compensation plans (457 plan)
- Disability income
- Paid leave (vacation, sick, personal)
- Education assistance program
- Employee assistance program
- Flexible, tax-deferred health and dependent care spending accounts
- Wellness programs
- On-Site Fitness Facilities
- Community service opportunities
Closing Date/Time: 2/16/2025 11:59 PM Central -
ABOUT THE COMPANY
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San Antonio Water System
Show moreThe San Antonio Water System (SAWS) is a public utility owned by the City of San Antonio. SAWS serves 2 million people in Bexar County as well as parts of Medina and Atascosa counties. The population includes more than 511,300 water customers and 457,600 wastewater customers. SAWS actively seeks out public participation in its operations and planning, while SAWS volunteers strive to help their neighbors in need.
As an industry leader in conservation and water and wastewater management, SAWS provides sustainable, affordable water services. To deliver responsible water services, our investment in our employees – one of our greatest assets – ranks as a top priority.
San Antonio Water System's Board of Trustees has adopted mission, vision and values statements that serve as a foundation to move the utility forward through 2050 and reinforce San Antonio's much-deserved reputation as Waterful.
Our Mission: Sustainable, Affordable Water Services / Our Vision: To be leaders in delivering responsible water services for life. / Our Values: Excellence, Integrity, Respect and Safety.
SAWS is a values-based organization that believes in diversity in all aspects of our business. At SAWS, we attract and retain the finest individuals whose diverse talents drive innovation. We recognize that differences in race, ethnicity, religion, gender, gender identity, sexual orientation, nationality, physical ability or any characteristic protected by law, enrich and empower our work environment. We respectfully infuse diversity in our daily work lives with the knowledge that people from a variety of backgrounds and life experiences make connections that make SAWS a success.
SAWS is committed to providing our employees with a healthy, safe, and rewarding work environment where all employees have an equal opportunity for professional and personal growth. SAWS employees go beyond what is expected – developing remarkable, award-winning programs in conservation, water resources, watershed protection and wastewater treatment.
Why Choose a Career at SAWS?
For Your Work-Life Balance: SAWS is proud to invest in its employees by offering a variety of paid time off to help meet the work-life balance goals of you and your family.
For Your Professional Growth: Professional growth is key to both our employees’ success as well as SAWS’. That’s why SAWS offers a number of professional development opportunities that achieve both personal and company goals.
For Your Future: Achieving your personal financial goals is an important part of your life. SAWS makes it easy for employees to save for retirement by providing several retirement plan options.
For Your Health: SAWS offers a range of health, dental and vision benefits, and Wellness Programs to help meet each employee’s needs.
For your Protection: SAWS offers life insurance and disability coverage to meet the need for protection against life’s unexpected events.
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