Careers

Customer Service Representative

Summary:

The Customer Service Representative plays a crucial role in providing excellent customer service and support to our valued members. You will be the primary point of contact for inquiries, concerns, and assistance related to water services. Your ability to communicate effectively, resolve issues, and ensure customer satisfaction will contribute to the overall success of our utility and the communities we serve.

Job Duties & Expectations (include but not limited to):

Responsibilities include but are not limited to:

• Customer Interaction:
  • Handle incoming customer inquiries via phone, email, or in-person visits.
  • Provide accurate and timely information regarding water billing, rates, usage, and services.
  • Assist customers in setting up new accounts, transferring services, and addressing account changes.
• Issue Resolution:
  • Investigate and resolve customer concerns, billing discrepancies, and service complaints in a professional and efficient manner.
  • Collaborate with other departments to ensure prompt resolution of technical and operational issues.
• Billing and Payments:
  • Process bill payments, set up automatic payment plans, and explain billing details to customers.
  • Address payment-related issues, provide payment extension options, and assist with late fee disputes.
  • Process disconnects notices and service orders as necessary.
  • Process write-offs quarterly.
• Meter Reading and Usage:
  • Assist customers in understanding meter readings, usage patterns, and conservation efforts.
  • Coordinate meter reading schedules and update customer records accurately.

• Educational Support:
  • Educate customers about water conservation practices, drought management, and environmental initiatives.
  • Provide resources and materials to promote responsible water usage.
• Account Maintenance:
  • Maintain accurate customer accounts, update contact information, and manage service requests.
  • Generate and distribute notices for maintenance, water quality reports, and other relevant updates.
• Documentation:
  • Document customer interactions, issues, and resolutions in the utility's database or CRM system.
  • Prepare and maintain reports for customer service, finance, and operations.

Organizational Expectations:

• Teamwork - By this we mean we are Water Warriors working on a common solution.
• Integrity - By this we mean being accountable, genuine, and ethical while working towards our vision.
• Innovation- By this we mean discovering and introducing new ideas to inspire growth.
• Respect - By this we mean a safe environment that encourages open minds and open hearts to promote healthy organization culture.
• Growth - By this we mean developing our Cooperative’s ability to satisfy needs.
• Safety - By this we mean we are uncompromising in our commitment to the health and safety of our employees, subcontractors, members, and community.
• Professionalism - By this we mean we readily manage conflicts directly and with compassion.
• Accountability - By this we mean we are accountable for our actions and always make it right.
• Clarity - By this we mean we are always fair, consistent, and transparent in all our work.
• Fun/Celebrate - By this we mean we participate in creative open discussion and celebrate our successes.

 

Qualifications:

• High school diploma/GED required, college degree preferred.
• Prior customer service experience is advantageous.
• Knowledge of water utility operations and billing practices is desirable.
• Proficient knowledge of customer service, standard office practices and procedures.
• Proficient computer skills including Microsoft Office, Google Drive, Slack and customer relationship management (CRM) Software.
• Proficient standard office equipment skills
• Outstanding communication skills, both written and verbal
• Strong problem-solving abilities and customer-focused mindset.
• Ability to remain composed and empathetic while addressing customer issues.
• Excellent soft skills such as good communication and interpersonal skills, work ethic, time management, leadership, and teamwork.

Lab Supervisor and Compliance Support Personnel

Summary:

Primary responsibility is to lead EJ Water Microbiology Lab in its compliance, testing, and growth. The lab conducts presence/absence testing for coliform and e. coli (Method SM9223B). Additional responsibilities are to support the compliance department in the effort to assure all supported communities comply with local, state, and federal regulations.

Job Duties & Expectations (include but not limited to):

• Serve as Lab Supervisor and analyst for water lab. This requires:
  • Completion of Lab Supervisor Training (which will be provided after hire date),
  • Putting samples in and taking samples out (M-F); notifying customers of results, including the EPA when samples are unsatisfactory.
  • Submitting sample results to EPA by the 10^th day of the following month.
  • Quality control activities for new, incoming supplies.
  • Quality assurance measures, e.g., maintain accurate logs, ensure supplies are plentiful and not expired, clean regularly, etc.
  • Update Standard Operating Procedures (SOPs) as needed.
  • Purchasing new supplies as needed.
  • Work to increase the number of routine lab samples analyzed each month.
• Plan, monitor, and track sample collection efforts to ensure timely collection of routine samples.
• Organize lead and copper sampling activities.
• Complete and submit monthly operating reports for EJ Water and supported communities by the 15^th of the following month, and by the 10^th for Contact Time (CT) reports.
• Assist in growth and compliance activities, including but not limited to safety, EPA, compliance, development, and environmental projects.
• Assist cross-departmentally as needed.

Organizational Expectations:

• Teamwork - By this we mean we are Water Warriors working on a common solution.
• Integrity - By this we mean being accountable, genuine, and ethical while working towards our vision.
• Innovation- By this we mean discovering and introducing new ideas to inspire growth.
• Respect - By this we mean a safe environment that encourages open minds and open hearts to promote healthy organization culture.
• Growth - By this we mean developing our Cooperative’s ability to satisfy needs.
• Safety - By this we mean we are uncompromising in our commitment to the health and safety of our employees, subcontractors, members and community.
• Professionalism - By this we mean we readily manage conflicts directly and with compassion.
• Accountability - By this we mean we are accountable for our actions and always make it right.
• Clarity - By this we mean we are always fair, consistent and transparent in all of our work.
• Fun/Celebrate - By this we mean we participate in creative open discussion and celebrate our successes.

Skills/Qualifications/Requirements:                                                                               

• Minimum of a bachelor’s degree in microbiology, biology, chemistry, or related natural or physical science field.
• Microsoft Office Skills
• Ability to learn new software applications and technical skills
• Strong organizational and communication skills
• Attention to detail