Customer Care Representative

Company: Lehigh County Authority
Job Location: Allentown PA, 18106 United States
Job Overview:
If you’re an experienced customer service professional with strong communication skills, this position could be perfect for you!  Lehigh County Authority is seeking an individual that understands the importance of customer service excellence. The Customer Care Representative will provide quality and effective front-line customer service to our customers, citizens, and internal departments. 

What you’ll do

As a Customer Care Representative, you will perform a wide variety of standard and specialized activities to deliver exceptional customer service on behalf of Lehigh County Authority. Day-to-day you’ll:
- Provide quality and effective front-line customer service with courtesy and understanding to our customers, citizens, and internal departments.
- Answer customer questions, investigate, and resolve complaints pertaining to utility billing procedures and initiate appropriate action; generate service orders to resolve service issues.
- Use various computer systems to enter data for new utility customers and make data changes with accuracy.
- Interact with customers, obtain other information necessary to assist customers, and coordinate visits with utility field technicians.
- Use discretion and existing company policies to resolve all customer issues and complaints. Escalate calls as appropriate to the Customer Care Manager.
- Perform financial transactions including the processing or transferring payments, refunding credit amounts, adjusting charges, reversing payments.
- Relay messages and dispatch personnel using telephone and email.
- Work in conjunction with other departments on the assessment and resolution of customer complaints. Perform related work as may be required.
- Assist in the termination of non-payment procedure, tracking new installations and distribution of equipment to contractors, assisting in the training of new Customer Care Representative(s), and serving as a resource to the staff of other departments.
- Provides support for capital or operational projects that involve customer interface, which may include preparing customer correspondence, initiating communication with developers or inspectors, accepting applications for service, coordinating site visits, ordering materials, or other clerical support as may be required.
- Contribute to and foster a positive working environment, offering ideas and solutions to gain efficiency and improve processes. Adhere to the principles set forth in the Customer Care Department Code of Conduct and LCA core values.
- Perform related duties and responsibilities as required.

What you need to thrive in this role

- Education and Experience: High school diploma or GED equivalent required, minimum 2 years experience in customer service, demonstrating overall program administration and/or quality control capabilities. Knowledge of and ability to apply principles and practices of communications, basic accounting, and customer service.  Ability to establish and maintain effective working relations with others.
- Skills and Abilities: Daily use of Microsoft Office (Excel, Word, and Outlook) along with basic office equipment (Adding Machine, 10-Key Calculator, Fax, Copy, Scan, Print, Postage, Folding/Stuffing Machine). Ability to perform multiple tasks and handle stressful situations.
- Experience in billing, ERP systems, and the utility industry is a plus.

About us

Established in 1966, Lehigh County Authority (LCA) is a non-profit, municipal authority focused on providing high-quality, affordable water and sewer services to our customers.  We operate in a cost-effective and efficient manner that results in affordable rates for public services such as the water and sewer services LCA provides.

LCA works directly with ratepayers (water and sewer customers) to meet their needs and to develop partnerships and cooperative programs with neighboring municipal water and sewer systems. LCA's water rates are among the lowest in the Lehigh Valley, and our regional approach allows us to act quickly and to provide enhanced services where and when needed. LCA is an exciting and busy place to work, and our employees are the key to ensuring that our public services are valuable, affordable and of the high quality our customers expect. 

What we offer you

LCA offers competitive pay and robust benefits including: 
- Health, dental and vision coverage – covers employee and eligible dependents with affordable employee contributions.
- Generous paid vacation, excused absence, personal days, and holidays.
- Company provided life insurance.
- Eligibility for two retirement plans - Pennsylvania Municipal Defined Benefit Retirement Plan and 457(Empower).

I’m interested, how do I get started?

Apply to:

Our hiring management partner is myHR Partner. myHR Partner is not a staffing service or recruiter. All resumes/applications will be reviewed for this position and only for our organization.  We realize that it takes time and effort to go through our application process and we thank you for considering applying for this position.  Lehigh County Authority is an Equal Opportunity Employer. Lehigh County Authority does not discriminate on the basis of
race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, Veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. 

Thank you for considering us as a potential employer!


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