Job Title: Customer Service Lead

Salary: $6,267 - $8,395 per month DOE

Job Type: Full-time

Job Location: 6830 NE 185thSt, Kenmore, WA 98028

Application Deadline: November 28th, 2022

Application Review: November 29th – December 2nd, 2022

Interviews: December 5th – December 9th, 2022

Final Round Interviews: December 13th, 2022

COVID Vaccination required, accommodation requests will be considered as required by law.

Job Description:

The Customer Service Lead is responsible for the oversight of day-to-day activities related to customer service, utility billing, and collections, under the general direction of the Finance Director. Mentors, leads and supports the enhancement of customer service initiatives such as timeliness in responses, creative problem-solving, maintaining a positive attitude and exceeding customer’s expectations.

Essential Duties:

• Provides day-to-day direction related to customer service, utility billing, and collections; while consistently assessing process improvements to find efficient delivery of department services.
• Makes recommendations for adjustments, refunds, payment arrangements and lien filings on customer accounts.
• Handles initial contact with customer disputes regarding billing and ensures escalated customer concerns and complaints are investigated and resolved. Assists with resolving of complex customer account issues.
• Coordination and oversight of customer service processes including, but not limited to, utility billing, final bills, cash receipts, past due balances, account adjustments, refunds, shut-offs and hydrant meter billing to ensure the functions are prepared and handled following District policies.
• Analyze and evaluate operations and recommend solutions to resolve problems related to customer service and utility billing.
• Analyze common service trends across customer service and make recommendations for enhancing customer experience.
• Consistently and effectively communicate and coordinate efforts within the Finance Department, all other district departments, and the public.
• Prepares and proposes annual work plan and budget related to customer service to Finance Director.
• Provides oversight and makes recommendations related to the District’s meter reading software system, utility billing software, voicemails, and service orders.
• Provides mentoring and informal training to Customer Service Technicians to continuously improve and enhance their skill set, as well as facilitate duty rotations to ensure cross-training is complete and back-ups are established.
• Ability to lead, coach, and train employees on customer interactions, monitor calls, and track call statistics.
• Regularly collaborates with Finance Director to discuss and address customer service concerns efficiently, create and optimize objectives, enhance procedures, and evaluate productivity.
• Maintains documentation and records in accordance with District procedures and practices and ensures appropriate internal controls, policies and procedures are followed.
• Drafts standard operating procedures (SOP) for approval of the Finance Director. Monitors SOP’s and provides updated drafts with proposed changes to Finance Director.
• Drafts professional correspondence for approval by the Finance Director.
• Motivates team members to support customer service initiatives or programs.
• Other duties as assigned.

Minimum Qualifications:

• Customer service techniques and telephone etiquette.
• Grammar, spelling and punctuation.
• High attention to detail and accuracy.
• Prioritizing work done by self and others.
• Understanding of the District’s operations to enhance customer service.
• Proficient use of Microsoft Office Suite, other commercial software, voicemail system, etc.
• Proficient in mathematical computations, with a high level of accuracy.
• Effectively work independently or with others.
• Strong communication skills (oral, written, and interpersonal).
• An incumbent in this position must be able to deal tactfully, courteously, and effectively in person, on the phone and via e-mail.
• Flexibility in accepting assignments.

Experience/Education:

• High school diploma/GED required.
• Associate degree in Accounting, Business or related field preferred.
• Three years of progressively responsible experience and Customer Service experience required.
• Three years’ experience in an office setting preferred.

Licensing Requirements:

Valid Washington State Driver’s License.

Other Requirements:

Reliable and regular attendance.

For complete job description and application instructions, go to

https://www.nud.net/job/customer-service-lead/

Job Type: Full-time

Pay: $6,267.00 - $8,395.00 per month

Benefits:

• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Kenmore, WA 98028: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Preferred)

Work Location: One location

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