Job Description

Posting number: 00808

Department: Customer Service

Job classification: Customer Experience Advocate I

Posting type: Open

Categories: Water Agency, Utilities, Customer Service

Summary

Customer Experience Advocate I $25.60-$34.08

Senior Customer Experience Advocate $27.36-$36.45

The primary purpose of this position is to case manage complex customer situations to improve the customer experience. This position will track customer inquiries as they are worked throughout the organization and provides closed loop communication with the customer. These individuals will also handle written responses to customers resulting from both email and social media inquiries. This position will be highly networked within Toho and work closely with internal and external partners to resolve customer concerns. This position reports to a Customer Experience Supervisor.

Examples of duties

The duties and responsibilities listed below are intended to provide a representative list of the various types of work that may be performed. Specifications are not intended to reflect all duties performed within the job class, and incumbents may expect to perform other related similar duties. Some of the duties include, but are not limited to, the following.

1. Demonstrate excellent teamwork, communication, and customer service skills in a fast-paced environment to help address complex and sensitive inquiries
2. Case manage complex customer situations and deliver a seamless customer experience.
3. Efficiently utilize software programs for data entry, retrieval, review and track and maintain communication with customers for long lead time resolutions.
4. Partner with Operations to address escalated/repeated water quality concerns received from customers.
5. Research and respond (off-line) to social media inquiries – both Google Reviews and those received via PIO.
6. Research and respond to customer or community inquiries received by Executive Director, Board Members or other elected officials.
7. Respond to messages received to the Toho Customer Service email address.
8. Process estimated billing tier adjustment requests / escalations and new service applications.
9. Provide closed loop communication on customer-initiated Technician calls.
10. Perform periodic supervisory duties as needed.
11. All other duties as assigned.

Qualifications

Any combination of training and experience that would provide the required knowledge, skills and abilities is qualifying. A typical way to obtain that required qualification would be:

1. A minimum of a high school diploma or GED issued from an approved GED Administrator.
2. Must possess and maintain a valid State of Florida Class E Driver's License.
3. Minimum of 5 years’ experience in customer service with preference applied to experience obtained within a utility.

KNOWLEDGE, SKILLS & ABILITIES:

1. Ability to build relationships and maintain a strong network of subject matter experts.
2. Confidence to be proactive and take initiative, make decisions and change course within established guidelines.
3. Strong organization and follow-thru skills; detail oriented with the ability to maintain professionalism under pressure
4. Strong people skills, including the ability to work effectively as part of a team.
5. Proven ability to exercise sound, independent judgement and discretion while maintaining confidentiality of information and documents
6. Positive attitude and the ability to be proactive, resourceful and flexible
7. Working knowledge of Microsoft Suite of products (Outlook, Word, Excel, PowerPoint).
8. Strong verbal and written communication skills
9. Demonstrate ability to multitask, prioritize, and meet deadlines.

Supplemental information

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and bend, kneel, squat, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORKING CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Environmental factors include indoor, flat surface, noise, sitting with occasionally walking and standing.