Customer Service Partner

California Water Service

Job Description:

The Customer Service Partner is a liaison between corporate and districts/subsidiaries customer service; responsible for supporting the districts in the area of process improvements and standardization, performance metrics, training, communications, and issue resolutions. Each Partner will be responsible for interfacing with selected districts by geographic region and will be assigned a lead role with specific systems (e.g. Kloudgin), services (e.g. LIRA), or projects. The preferred location of this position is in the Bay Area Regional Customer Center in San Mateo, CA. Another RCC, may be allowed at management's discretion.

ESSENTIAL FUNCTIONS:

• Consults with districts/subsidiaries management regarding the constant and appropriate application of Company policies and procedures (travel to districts as needed)

• Prepares and analyzes reports on districts and Company-wide customer service performance metrics

• Reviews, recommends, and implements process improvements to increase efficiency, and customer service

• Provides support, communication, and training for customer service policies, procedures, and related applications

• Works closely with internal departments and external vendors on system/process issues, enhancements, resolutions, and provide end user support as needed

• Serves as the Customer Service Lead on department and/or corporate projects and assists with gathering requirements, reviewing/approving process changes, and communicating with internal and external customers

• Manages projects of various scope and budget to ensure that the project is completed on time and within scope and budget

• Participates in and support the Company's Continuous Improvement program and projects

• Travel may be required.

• Leading a major company/corporate/department project is essential

• Performs other duties as assigned

• Attend meetings and training as directed by California Water Service

MINIMUM QUALIFICATIONS:

• Bachelor's degree in Accounting, Business, Information Technology, or related field and/or equivalent relevant experience

• Two years of progressively responsible experience in customer service or technical support

• Project management experience

• Detail-oriented with excellent time management skills

• Excellent problem solving skills

• Knowledge of standard customer service business processes

• Proficient in the use of Microsoft Office applications

• Travel may be required to other Cal Water locations and/or related businesses

• Valid California Driver License

Salary Range: $96,500 - $179,200

Deadline to submit resume is Wednesday, July 3, 2024.

The Equal Opportunity Policy of the Company is based upon the philosophy that all people should be treated fairly and with dignity. California Water Service, Hawaii Water Service, New Mexico Water Service and Washington Water Service do not discriminate against any applicant or employee because of race, color, religion, sex, national origin, or any other protected class. The Company makes all employment decisions in a non-discriminatory manner. EOE, VET, DISABILITIES.