Customer Relations Agent / Senior Customer Relations Agent

Customer Relations Agent / Senior Customer Relations Agent

This position will be filled as a Customer Relations Agent or Senior Customer Relations Agent based on candidate qualifications. Salary ranges are as follows : Customer Relations Agent $38,937.40-$55,993.60 Senior Customer Relations Agent $44,678.40-$65,353.60

Customer Relations Agent

Interacts with internal and external customers by answering questions, processing requests and providing general information. Assumes off-shift coverage for MSD Operations by dispatching requests to on-site inspectors, creating work orders and mobilizing crews to respond to emergency issues. Performs various clerical duties as required.

Senior Customer Relations Agent

Interacts with customers answering questions, researching issues, processing requests and providing general information. Assists Customer Relations Agents with difficult customer issues and overall job functions. Exercises discretion and judgment in decision-making, using initiative while performing work of a higher level of complexity with limited supervision. Provides off-shift coverage by dispatching requests to on-site inspectors, creating work orders and mobilizing crews to respond to emergency issues. Performs various clerical duties as required.

Essential Job Functions

Customer Relations Agent : Provides information to internal and external customers associated with various issues, concerns and requests regarding MSD's procedures, policies and operations. Interprets and translates issues of concern or requests for service from MSD customers and correctly routes to appropriate responding department for prompt and timely resolution. Assists other Customer Relations staff with various tasks and daily assignments. Communicates directly with the Operations supervisors to investigate sanitary / storm sewer related issues. Assists other MSD departments with various special assignments as needed. Provides off-shift or emergency coverage as required. Serves as emergency on-call person to cover unscheduled absences for off shifts. Represents MSD at various public meetings as needed. Attends meetings with various community and government agencies. Participates in IPS scripting development and revisions.

Senior Customer Relations Agent : Interacts with customers regarding issues, concerns and requests and provides information on MSD's procedures, policies and operations. Interprets and translates issues of concern or requests for service and correctly routes to appropriate responding department. Processes written communications and referrals from ratepayers, elected officials, Board of Health, realtors, contractors, etc. Reviews and verifies PSC information using engineering drawings, engineers scale, eB and Upstream. Processes customer's requests for plumber's bill reimbursements. Performs CC&B research and updating for the on-charge process. Assists in the training of new and temporary Customer Relations employees. Coordinates with Plan Review relative to sanitary sewer availability and inquiries related to new construction. Works directly with the Operations supervisors to investigate sanitary / storm sewer related issues. Processes open records requests for IPS and eB when needed. Assists walk-in customers, both external and internal. Assists the department manager and supervisors with various tasks and special assignments. Assumes administrative responsibilities as needed. Provides off-shift or emergency coverage provided in the Customer Relations 24 / 7 Call Center. Performs dispatch duties including transmitting service requests to on-site inspectors, creating and updating work orders, and mobilizing crews to respond to emergency issues. Serves as emergency on-call person to cover unscheduled absences for off-shifts. Represents MSD at the Mayor's monthly Community Conversation meetings. Attends meetings with various community and government agencies. Participates in IPS scripting development and revisions.

Knowledge, Skills and Abilities Necessary to the Work

Customer Relations Agent : Knowledge of IPS, Upstream, eB and ECIS; knowledge of clerical techniques and practices; knowledge of basic office equipment; skill in oral and written communication; skill in problem solving; ability to operate a PC and associated Windows environment software (e.g. Microsoft Office Suite); ability to be courteous and helpful under pressure; ability to work effectively under heavy, unpredictable surges in workload; ability to work 24 hour emergency response, various shifts and weekends.

Senior Customer Relations Agent : Knowledge of IPS, Upstream, eB and CC&B knowledge of clerical techniques and practices; knowledge of basic office equipment; skill in oral and written communication; skill in problem solving; ability to operate a PC and associated Windows environment software (e.g. Microsoft Office Suite); ability to navigate the internet; ability to be courteous and helpful under pressure; ability to read and scale engineering sewer plans; ability to work effectively under heavy, unpredictable surges in workload; ability to work 24 hour emergency response, various shifts and weekends.

Minimum Requirements

Customer Relations Agent : High School Diploma or GED; one or more years of customer service experience; an equivalent combination of education and experience may be substituted. Must be able to type 30 words per minute. Must possess a valid driver's license. Must have safe work and driving habits.

Senior Customer Relations Agent : High School Diploma or GED; three or more years of customer service experience; an equivalent combination of education and experience may be substituted. Must be able to type 30 words per minute. Must possess a valid driver's license. Must have safe work and driving habits. This position is considered safety-sensitive and is subject to random drug testing.

Benefits

Group Health Care Plans Hospital / Surgical MSD offers its employees and their dependents a health care plan that provides a wide variety of benefit coverage, including hospital, surgical, physicians, and prescription drugs. The company and employee share in the cost of this coverage. Coverage is effective 60 days after date of hire.

Dental Benefits MSD's dental program offers coverage for a range of dental services, including diagnostic, preventive care, and orthodontic benefits for children. The company and employee share in the cost of this coverage. Coverage is effective 60 days after date of hire.

Group Disability / Life Insurance Benefits Short-Term Disability Effective after the completion of an employee's new hire probationary period this plan provides 66 2 / 3% of your regular weekly wage during the period of any disabling illness or injury. Benefits begin the first day of disability, if hospitalized as an inpatient or over 23 hours, and on the sixth day under a doctor's care if not hospitalized. Employees can draw up to 26 weeks of disability benefits in a twelve (12) month period.

Long-Term Disability MSD offers a LTD plan which provides a replacement income of 66 2 / 3% of your insured pre-disability earnings in the event of an illness or injury that keeps a plan participant from work for more than six months. There is a six- month eligibility waiting period. When eligible, coverage is effective after a 180-day elimination period and is payable up to age 65.

VOYA Personal Accident Plan Benefits are payable for a covered employee's or covered dependent's injury caused by a covered accident that occurs on or off the job. Premiums are the responsibility of the employee and are payroll deducted. Coverage is effective 60 days after date of hire.

VOYA Critical Illness Plan Benefits are payable for diagnosis of specified covered critical illnesses for the employee and dependents enrolled on the plan. Premiums are the responsibility of the employee and are payroll deducted. Coverage is effective 60 days after date of hire.

Basic / Supplemental Life Insurance Basic Life& AD&D insurance is provided at no cost to the employees. The life amount is one times your annual salary to a maximum of $300,000. Additional life insurance coverage, including dependent life is offered with the employee paying the premium cost. Special features include airbag benefit, beneficiary resource services, education benefit, repatriation benefit, seat belt benefit and waiver of premium. Coverage is effective 60 days after date of hire.

Retirement County Employees Retirement System (CERS) also referred to as Kentucky Public Pensions Authority All employees participate in the CERS after one year of service. This one-year service requirement is waived in the event you have previously participated in CERS or one of the other Kentucky Public Pensions Authority (KPPA) programs. The plan is funded by joint contributions made by MSD and the employee. Plan members are required to contribute 6% of his / her gross salary through payroll deductions and MSD is required to contribute at an actuarially determined rate. Both MSD and employee contributions are set by the legislature and are subject to change. Vesting is achieved after 5 years of participation.

Employee savings plans (401(k)) and 457 MSD makes it easy for employees to plan for their retirement by offering a savings program that allows employees to accumulate savings through individual before-tax payroll contributions. MSD does not contribute any matching funds to either of the above plans. MSD's financial involvement is assisting in the administration of both plans. Employees are eligible to participate in this plan from the first day of employment.

Mission Square Retirement (formerly ICMA-RC) and Kentucky Deferred Comp IRAs Mission Square Retirement and the Kentucky Public Employees Deferred Compensation Authority both offer Traditional and Roth IRAs to MSD employees through individual payroll contributions. The Traditional IRA allows you to defer taxes on your earnings until