Call Center Representative
Customer Service
WOodbridge VA Contract To Hire Sep 26, 2023
Employment Enterprises is working with premier provider of clean, reliable drinking water and environmentally sound water reclamation services to their customers in Prince William County, Virginia. We are looking for a Call Center Representative to provide customer service support by answering calls in the high-volume Service.
Call Center Representative Responsibilities:
  • Responds to customer needs by answering general billing and account questions(i.e., account balance, disconnect information, general components of a bill, bill due dates, etc.) and responding to requests for service and assistance.
  • Applies routine changes to customer accounts (including account header adjustments) such as late fee and delinquency fee waivers and return payment fee waivers.
  • Responds to assigned call types within the established KPI (Key Performance Indicators) quality score and call handling time.
  • Navigates customer accounts using Cayenta software and inputs customer data as needed.
  • Conducts basic account research (using Cayenta, PolicyTech software and the Prince William County Land Records Database) to obtain information and/or resolve problems.
  • Recalculates basic bill charges for customers; provides courtesy billing adjustment information to customers; and creates and sends routine service orders to Field Service Technicians.
  • Assists customers with creating on-line accounts and passwords to access the website.
  • May be deemed essential at any time.
  • Performs other duties as assigned.
Call Center Representative Qualifications/Skills:
  • Ability to answer/process large volume of telephone calls in a call center in a courteous, professional, and clear manner.
  • Ability to respond to all call types within the established KPI quality score of at least 3.5 or higher; and achieve KPI call handling time of 4.0 – 4.5 minutes. 
  • Ability to comprehend and follow Customer Service Call Center and Service Authority policies and procedures.
  • Ability to learn and demonstrate the customer service skills established in the "Pipeline to Customer Excellence" training program; and call procedures outlined in the "5-Step Call Flow Process"(Prepare, Greet, Identify Needs, Address Needs and Close the Call). 
  • Ability to apply the procedures of the 5-Step Call Flow Process when answering customer calls; and ability to use open and closed ended and probing questions.
  • Ability to demonstrate general analytical and problem solving skills in order to assess calls for appropriate account action; answer general questions about customer bills; and perform basic math calculations to resolve customer billing questions and issues.
  • Ability to learn and demonstrate general knowledge of account header adjustments and Service Authority Leak Adjustment policies.
  • Possesses general keyboarding skills and ability to learn, demonstrate and navigate computer software programs including, but not limited to Cayenta.
  • Possesses effective research skills to conduct customer account research.
  • Possesses excellent verbal and interpersonal communication skills.
  • At least one year of high call volume (40 – 60 calls per day) call center experience. 
  • High school diploma or GED.
  • Or combination of education and experience as described above.
 Preferred Skills and Experience:
  • Two or more years of high call volume (60 – 80 calls per day) call center experience in a similar industry.
  • Possesses at least six months of recent phone experience within an office environment entailing inbound or outbound calling.
  • Some education above the high school level is preferred and/or technical training plus related experience. 
  • Multilingual abilities are preferred.

What we offer:
  • 401K retirement plan after one year of employment
  • Medical and dental benefits offered for employees on long term active assignments
  • Gym membership discounted rates
  • Life insurance
  • Flex spending account
Our Equal Employment Opportunity Policy: Employment Enterprises, Inc. is an equal employment opportunity employer. We recruit, employ, assign, train, compensate and promote without regard to race, color, sex, age, disability, religion, national origin, marital status, sexual orientation, ancestry, U.S. Veteran status, or any other protected category under applicable law.”