(CSS1)-Customer Support Specialist I (Birmingham, AL, US, 35222)

Central Alabama ISSA

Salary: $40k - $49k
Experience: 1+ yrs
Location: Birmingham, Alabama, United States
Job type: Full-time

Required skills

Microsoft Office 365
SAP
ERP
CRM

About the role

Job Information

Job Title: Customer Support Specialist I	Department: Customer Support Services
Reporting Relationship: Superintendent-Meter Reading or Field Services	FLSA Status: Non-Exempt
Grade: E(Salary: $40,289.00 - $49,566.00)

General Responsibilities:

Responsible for ensuring customers receive accurate bills promptly and providing excellent customer service to customers.Utilize SAP/ERP system to process tasks and identify issues that could delay customer billing. Educate customers on billing procedures and standards through outbound/inbound calls by demonstrating billing knowledge of the rules and standard processes. Collaborate across internal teams utilizing SAP/ERP in day-to-day functions.

Essential Job Functions:

Review, edit, and release implausible readings. Place rereads (251 and 253) when needed. Release and memo SAP and CRM after completion.
Partner with other departments to provide accurate information for all issues needing prompt attention regarding a broad variety of customer service/billing information.
Provide detailed information and instructions to requesting parties concerning meter readings, service orders, and billing information.
Identify potential parties using water with no contract in SAP and take proper actions to ensure the organization does not continue losing revenue.
Identify and investigate account issues, such as high bills and provide an explanation regarding customers’ bills and their service. Place outbound calls to customers regarding any billing issues and service order discrepancies.
Assist meter readers and service technicians with the location of addresses, the status of accounts, and customers’ concerns or complaints about the meter reading and billing via radio/telephone.
Dispatch, monitor and oversee service orders in SAP’s Mobility Admin Dashboard, ensuring orders are completed adequately.
Follow up on service orders created for other departments to ensure the issue is resolved and coordinate with the technician to complete the order.
Place orders and note accounts regarding unsafe/irregularities related to conditions affecting the BWW’s service territory reported by technicians, call center or customers.
Assist in keying service orders.

Essential Job Functions Con't

Perform all work safely in accordance with established safety policies and procedures. Comply with all safety and health standards and guidelines issued by management.
Perform other duties as assigned.

Essential Job Functions Con't

Education:

High School diploma or equivalent required.

Certifications

Valid Driver’s License required

Experience:

Six (6) months of clerical or administrative experience required. Knowledge of Microsoft Office 365 (Word, Excel and Outlook). Ability to type at least 40 WPM preferred.

Supervision:

None

Physical Demands:

Ability to stand, walk or sit for extended periods
Reaching by excreting hand(s) or arms(s) in any direction
Finger dexterity is required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example, using a keyboard
Communication skills using the spoken word
Ability to see within normal parameters
Ability to hear within normal parameters
Ability to lift 25 pounds

Working Environment:

Moderate noise (business office)

About Central Alabama ISSA

Provides water and utility services to Central Alabama residents.

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