Job Description

Driven, knowledgeable and passionate about water, the Suburban Water Systems team, a division of Nexus Water Group, is in the business of delivering a product everyone uses and depends on. We serve a population of about 300,000 through a water distribution system that covers all or portions of Glendora, Covina, West Covina, La Puente, Hacienda Heights, City of Industry, Whittier, La Mirada, La Habra, Buena Park and unincorporated portions of California's Los Angeles and Orange counties. It all starts with our people – proud members of their communities, dedicated to delivering safe, reliable, and cost-effective water utility services.

Suburban Water Systems is seeking a Customer Care Representative to support our Customer Care team. This role will consistently deliver high quality service to our customers, meeting or exceeding their expectations and Suburban Water Systems’ tariffs. This includes ensuring that customer concerns (e.g., payment, payment arrangements, water consumption, leaks, service connection/disconnection, and conservation) are resolved quickly and efficiently. The Customer Care Department is often the intermediary between the customer and various departments within Suburban Water Systems including, but not limited to, the Billing Center, Field Services, Quality Assurance, and Construction.

Work Location and Schedule

• This position will be primarily based at our office in La Mirada, California.
• This role will also require local travel to other locations within our service areas in Los Angeles County.
• Full-Time regular business hours Monday through Friday: 8am-5pm and every other Friday 8:00am - 4:30pm

What We Offer

• Starting Pay Range: $22 - $26/hour
• 401k Company Match: 100% of the first 4% of your eligible compensation contributed to the Plan
• Paid Time Off: Starting at 3 weeks annually 
• Additional Benefit Plans include Medical, Dental, Vision, Company-Paid Life Insurance and more 
• Training, Professional Certifications, and Education Allowance 
• 9/80 Work Schedule with every other Friday off

What You'll Do

As part of our Customer Experience team, you will play a crucial role in providing exceptional service to our customers.

ESSENTIAL FUNCTIONS

This position will be willing and able to perform the following duties and others as assigned:

• Engage with customers in person, over the phone, and via email to address inquiries, resolve issues, and provide information about our services.
• Respond to incoming customer calls promptly and professionally, maintaining a positive and customer-centric focus.
• Listen actively to customers' inquiries, issues, and concerns, and provide accurate and informative responses.
• Assist customers with billing inquiries, payment arrangements, and account adjustments as needed and approved.
• Coordinate schedules with field representatives for service calls, including turning off/on services, and respond to water quality and service disruptions.
• Guide customers through troubleshooting procedures for common issues and escalate issues appropriately.
• Update and maintain customer accounts, ensuring accurate and up-to-date information.
• Collaborate closely with other departments to resolve customer issues effectively and efficiently.
• Document customer interactions and relevant information accurately in the customer management system.
  

Reasonable Accommodations Statement

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

What You'll Bring

Knowledge, Skills, and Abilities:

• Excellent communication and teamwork skills, including active listening skills and ability to communicate clearly in person, via phone, and via written format
• Strong problem-solving skills and ability to identify solutions
• Attention to detail with a commitment to accuracy and maintaining high customer service standards
• High level of proficiency with Microsoft Office 365 suite including Microsoft Excel, Word, and Outlook
• High level of accountability
• Bilingual in Spanish strongly preferred

Education and Certifications:

• High school diploma or equivalent required

Work Experience:

• 2+ years of customer service/call center experience

Work Environment

• Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards.

More About Us

We are a proud Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any characteristic or condition protected by Federal, state, or local law.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

We are an E-Verify participating employer.