Golden State Water Company is one of the largest investor-owned water utilities in the United States. We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California. Golden State Water has been in business for more than 90 years because we put customers first.
POSITION DEFINITION:
Under the general supervision of the Customer Service Supervisor, the Customer Service Center Systems Support Specialist works in a support function to ensure the Customer Service Center’s call handling information is accurately captured and stored. This role requires a strong understanding of the department’s phone and recording system, ensuring the Customer Service Center’s goals for service level and customer satisfaction are achieved and upheld by maintaining call center system operations 365 days a year.
Accountability
The incumbent works in a fast paced work environment, supporting call center operations. Subsequently, the Customer Service Center Systems Support Specialist must be adept at trouble-shooting and providing timely resolutions to problems as they arise. The Analyst monitors phone systems and staff performance metrics to proactively identify issues, training opportunities and or recommended solutions.
Duties and Responsibilities
· Call Management Systems
· Workforce Management Systems
· Recording Systems
· Avaya Experience Portal for the Interactive Voice Response (IVR)
· Forecasting
· Staffing
· Service level
· Quality assurance
· Performance measurements
Technical Knowledge and Competency Requirements
Minimum Qualifications
BENEFITS
Our Company supports our employees with rich benefit programs and resources to help them thrive today and prepare for tomorrow. Benefit options include medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents. We also offer paid vacation and sick time and twelve Company paid holidays per year. To help our employees plan for the future, we offer both a 401(k) retirement plan as well as a Defined Contribution Profit Sharing retirement plan. Additional benefits include life, AD&D, and LTD insurance as well as health savings account and flexible spending plans.
COMPENSATION INFORMATION
The compensation range provided is in compliance with state specific laws. Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors.
The responsibilities of this position will involve access to information that may be considered confidential, private and sensitive. Therefore, the individual filling this position will be required to both allow and pass a background check.
NOTE: Reasonable accommodations will be made to enable individuals with special needs to perform the essential functions.
The Company is committed to providing equal employment opportunities for all job applicants and employees. The Company prohibits unlawful discrimination on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, legally protected medical condition, marital status, sex, gender, gender identity or expression, sexual orientation, age over 40, military or veteran status or any other basis protected by federal, state or local law.