Customer Service Representative (Billing Department)

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The Springfield Water and Sewer Commission (SWSC) is seeking a Customer Service Representative to join its team in the Administration Building on Bondi's Island in Agawam. The Customer Service Representative will be part of a team of professionals who assist customers with questions about their bills, with payments, and with general questions about the SWSC. This is a unionized position and salary and benefits are in accordance with the union contract. The hours are from 8:00am to 4:30pm.

The Springfield Water and Sewer Commission was established in 1996 as an independently operated and managed regional water and wastewater utility that provides retail and wholesale water and sewer service to approximately 250,000 residential and business customers across multiple communities in the lower Pioneer Valley. The SWSC has approximately 250 employees that operate and maintain a system of one thousand miles of water and sewer pipe, treatment plants, reservoirs, watershed land, dams, and other critically import infrastructure that serves the public.

SWSC's mission is to provide an uninterrupted, high-quality supply of water to our customers, to collect and treat wastewater, and return clean water to the environment.

While fulfilling our mission we strive to:

• Conserve and protect our reliable, high-quality water supply for present and future generations
• Meet or surpass public health standards for drinking water
• Act of stewards of the environment and manage our lands responsibly
• Develop and promote a skilled, safe, and professional workforce

For information about SWSC's current projects, please visit

This position is responsible for assisting customers in a professional and courteous manner while answering customer inquiries about services provided by the Commission. The Customer Service Rep receives inquiries and complaints by phone and initiates appropriate responses and follow-up to ensure that matters have been resolved. This position will also require aiding customers through making referrals to other governmental departments or outside services. Customer Service Representatives must be comfortable working independently. This position requires a high degree of professionalism and patience as well as excellent communication skills. The Customer Service Representative also must be able to use the Commission's computer programs and technology. The successful candidate must be able to gather, track, classify, and organize data with a high degree of accuracy.

The successful candidate will have:

• Ability to analyze information in order to determine appropriate responses.
• Ability to communicate clearly both orally and in writing.
• Ability to listen carefully, especially for details about locations and problems.
• Ability to be assertive, especially as relates to maintaining control of a conversation.

The position requires a high school diploma or GED as well as:

• One to three years' experience as a Customer Service Representative involving the giving and receiving of information in a customer service or billing office environment
• Training in Microsoft Word, Excel, and Power Point (desirable)
• A valid state driver's license

Springfield Water and Sewer Commission Video:

JOB CODE: 1000017