Contact Center Customer Service Representative

Greets and assists customers telephonically by collecting, processing, and verifying information regarding utility facility locations throughout Arizona.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Assists customers telephonically.
• Enters data into the ticket management system accurately and productively reviewing data for discrepancies.
• Verifies entered data with the customer to ensure accuracy by following Operations procedures and ensures customer understanding of any and all disclaimers associated with action taken.
• Maintains data entry requirements by following data station techniques and procedures.
• Maintains appropriate and efficient use of the telecommunications system utilizing standard techniques and procedures.
• Resolves problems and complaints utilizing customer service skills to determine the cause of the problem, identify and explain the best possible solution, and utilize additional resources if necessary.
• Performs Quality Assurance functions on full external users.
• Trains and develops new internal Locate Specialists.
• Maintains continuity among work team by documenting and communicating actions, irregularities, and continuing needs.
• Maintains knowledge by attending company meetings and reviewing publications.
• Maintains customer confidence and protects operations by keeping information confidential.
• Contributes to team goals by meeting attendance, quality, and productivity requirements.

Arizona 811 conducts drug screening and background checks as part of our employment process.

QUALIFICATIONS & REQUIREMENTS:

• High School diploma or equivalent; competent computer skills; must possess high level of written and oral communication skills; ability to locate specific sites utilizing map reading skills.
• Strong customer service skills.
• Quality Assurance score of 98% or higher.
• May be required to work varying shifts and overtime.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and ability to adjust focus.

WORK ENVIRONMENT:

Indoor office environment. This position regularly works indoors. The noise level in the work environment is generally quiet to moderate and may become excessively noisy at times. Will have contact with employees, external agencies, and the public.