Customer Service Team Lead

Performs customer service work as a team leader, assisting other Customer Service Call Center representatives in all customer service facets, including but not limited to processing transactions and inquiries, via telephone, mail, email, and in-person contact. Researches complicated account issues. Performs collection-oriented tasks that involve attempting to collect monies owed for services rendered. Work involves making direct contact with customers by telephone regarding overdue balances, making payment arrangements, and authorizing adjustments when necessary. Works with the Field Services Supervisor and Field Services Technicians regarding service orders related to collection activities and account inquiries. Demonstrates a commitment and supports a culture of diversity, equity and inclusion.

• Manage difficult customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments.
• Answer telephone inquiries and requests for service. Obtain information from customers and initiates service requests or appropriate action using the Utility Management System.
• Respond to call types within the established KPI (Key Performance Indicator) quality score and KPI call handling time.
• Serve as the second level of contact in the Customer Service escalation chain for account escalations.
• Collaborate with the Field Services Supervisor to prepare the daily cut-off listing for Field Services Technicians. Provides cut-off information to Customer Service Representatives.
• Conduct active, high volume/high-risk collections activities for Commercial and Multi-Family Accounts.
• Initiates calls to customers regarding overdue balances or erroneous payments, arranges payment arrangements, and authorizes account adjustments as necessary, escalates as necessary to Management in the event payment is not received.
• Process service orders, account adjustments, extensions, and other service actions including collaboration with Billing and Field Services to confirm final bill accuracy.
• Review listing agreements provided by real estate agents on foreclosed properties to verify all information needed to begin service as required by the VA Code.
• Researches complicated account problems for resolution and updates customer account status listings, records, and databases to ensure account correctness.
• Leads special projects such as testing during system upgrades or the addition of new services as assigned.
• Assist with new hire training, providing performance coaching and performance feedback.
• Assist with the recruitment process for Customer Service Representatives.
• Perform general office support work as assigned.
• Performs record research and assists with collection activities as needed.
• Process all kinds of payments, through a variety of venues.
• Provide backup support to the Cashier as necessary.
• Provide backup support as needed to respond to customer emails and online inquiries through customer self-service. Selects and issues appropriate template letters and free-form responses as approved by Management.
• Provide backup support as needed processing all (simple and complicated) leak adjustment request applications and guiding other primary processors as necessary.
• Act as coach and mentor to Customer Service Representative I, Customer Service Representative II, and Customer Service Representative III.
• Understands and follows Prince William Water's policies and procedures.
• May be deemed essential at any time.
• Perform other duties as assigned or required.

Essential Competencies:

• Knowledge of modern office practices and procedures including the use of standard office equipment such as typewriters, photocopiers, and facsimile machines; customer billing procedures; computer equipment and software applications related to assignment; English usage, spelling, and grammar.
• Ability to discuss and interpret high-level procedures and governmental regulations (VA Code) as they relate to collection activities; analyze and create analysis to accurately depict collection, call center, general customer service activities, and statistics in a form that can be presented to executive management and subordinates; communicate effectively, both orally and in writing; speak clearly and persuasively in positive or negative situations; listen to gain clarification; perform customer service work; and work cooperatively with others.

• High school diploma or GED.
• At least three years of progressively responsible administrative and customer service-related experience.
• Or a combination of education and experience as described above.

• None.

• None.

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Physical demands: The work is mostly sedentary with periods of light physical activity. Typical positions require workers to stand for short periods; lift and carry up to 20 pounds; climb stairs, bend, reach, hold, grasp, and turn objects; and operate computer or typewriter keyboards. The work requires the ability to speak normally and to use normal or aided vision and hearing.
• Work environment: Primary work is performed indoors in a standard office environment. The noise level in the work environment is usually moderate.