Customer Service Specialist_Resource Protection and Compliance Department
InstantServe LLC
Olmos Park, TX 78212, USA
Published 2 weeks ago
Customer Service Representative
Full time
$18 per hour
Job details:
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.
Conservation Specialty
Develops and documents procedures for on-going programs and projects.
Researches residential/commercial customer accounts to ascertain responsible parties for enforcement
activities.
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 customers 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.
MINIMUM REQUIREMENTS
All Specialties
High School Diploma or GED.
Four years' experience in a customer service environment.
Valid Class "C" Texas Driver's 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.
PREFERRED QUALIFICATIONS
All Specialties
Two years' of college courses in business administration or related fields from an institution
accredited by a recognized accrediting agency.
Bilingual in English/Spanish.
JOB DIMENSIONS
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.
- Job Title: Customer Service Specialist
- Work Location: HQ Tower II, 2800 U.S. Hwy 281 North, San Antonio, TX 78212.
Work Schedule: Monday - Friday, 7:30 a.m. - 4:30 p.m. - Hourly Rate: $18.00
- Outline Essential Functions / Job Duties:
- Respond to customer calls and emails
- Help customers navigate the SAWS Lead Website
- Fill out an on-line form for the customers
- Desired Start Date: As soon as possible
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.
Conservation Specialty
Develops and documents procedures for on-going programs and projects.
Researches residential/commercial customer accounts to ascertain responsible parties for enforcement
activities.
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 customers 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.
MINIMUM REQUIREMENTS
All Specialties
High School Diploma or GED.
Four years' experience in a customer service environment.
Valid Class "C" Texas Driver's 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.
PREFERRED QUALIFICATIONS
All Specialties
Two years' of college courses in business administration or related fields from an institution
accredited by a recognized accrediting agency.
Bilingual in English/Spanish.
JOB DIMENSIONS
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.
Salary range
- $18 per hour