Customer Care Representative I

Job DetailsJob Location: Corporate HeadQuarters - Magnolia, TX 77354Position Type: Full TimeThe Customer Care Representative I provides front-line support for Quadvest customers by answering inquiries, assisting with account management, and resolving basic service issues. This role follows established procedures to deliver accurate information and ensure a positive customer experience. Essential Duties & Responsibilities Assist walk-in customers and vendors at the front desk with professionalism and efficiency. Respond promptly to customer inquiries via phone, email and in person regarding account setup, billing questions, water pressure, sewer leaks and service quality concerns. Resolve mild customer issues by identifying the root cause, providing effective solutions, and ensuring timely follow-up. Create and process service orders for field operations with complete and accurate information; follow up with customers on resolution or next steps. Prioritize and manage multiple tasks in a fast-paced and evolving work environment. Key Performance Indicators  Provide first call resolutions to customers.  90% call answer rate within second ring, 10% or lower abandonment call rate and 10% force release status. Provide excellent customer service to customers and co-workers. Qualifications Education & Experience High School Diploma or GED 1-2 years of experience in customer service Language/Math/Reasoning Ability Bilingual Preferred Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.          Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Computer Skills Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc. Physical Requirements Light physical activity performing non-strenuous daily activities of a clerical nature. Exerting up to 10 pounds of force occasionally to lift, carry, pull, or otherwise move objects. Manual dexterity sufficient to reach/handle items and work with the fingers. Working Environment Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. Moderate noise (examples: business office with computers and printers, light traffic). Regular work schedule: Monday – Friday 7:30 a.m. – 4:30 p.m. The Customer Care Representative I provides front-line support for Quadvest customers by answering inquiries, assisting with account management, and resolving basic service issues. This role follows established procedures to deliver accurate information and ensure a positive customer experience. Essential Duties & Responsibilities Assist walk-in customers and vendors at the front desk with professionalism and efficiency. Respond promptly to customer inquiries via phone, email and in person regarding account setup, billing questions, water pressure, sewer leaks and service quality concerns. Resolve mild customer issues by identifying the root cause, providing effective solutions, and ensuring timely follow-up. Create and process service orders for field operations with complete and accurate information; follow up with customers on resolution or next steps. Prioritize and manage multiple tasks in a fast-paced and evolving work environment. Key Performance Indicators  Provide first call resolutions to customers.  90% call answer rate within second ring, 10% or lower abandonment call rate and 10% force release status. Provide excellent customer service to customers and co-workers. Qualifications Education & Experience High School Diploma or GED 1-2 years of experience in customer service Language/Math/Reasoning Ability Bilingual Preferred Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.          Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Computer Skills Proficient personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc. Physical Requirements Light physical activity performing non-strenuous daily activities of a clerical nature. Exerting up to 10 pounds of force occasionally to lift, carry, pull, or otherwise move objects. Manual dexterity sufficient to reach/handle items and work with the fingers. Working Environment Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. Moderate noise (examples: business office with computers and printers, light traffic). Regular work schedule: Monday – Friday 7:30 a.m. – 4:30 p.m. Qualifications