CUSTOMER EXPERIENCE REPRESENTATIVE

The Customer Experience Representative will be responsible for providing exceptional customer experiences through various communication channels, including phone, email, social media, online platforms, and in-person interactions. Key responsibilities include promoting water services, managing customer complaints, facilitating self-service and online portal usage, overseeing work order management, and ensuring prompt response in emergencies.

KEY RESPONSIBILITIES:

• Assist customers through phone, email, in-person, and social media, addressing inquiries related to water services, rate structures, and payment processes. This includes researching and resolving complaints, explaining service features such as usage notifications, leak alerts, conservation tips, and detailing billing and collection policies.
• Create and assign electronic work orders for service requests using the Work Order Management System (Elements), collaborating with field staff to ensure timely completion. Follow up with customers on work order progress and collaborate with departments to meet Key Performance Indicators (KPIs) associated with work orders.
• Collect and document customer feedback to identify trends and opportunities for service enhancement, sharing insights with the team to drive operational improvements.
• Manage Provo Water Company’s social media platforms, promptly responding to inquiries, comments, and feedback. Post relevant updates and promotions to strengthen online presence and customer interaction.
• Participate in after-hours emergency phone operations, providing customers with assistance for urgent matters outside regular business hours.

QUALIFICATIONS:

• High school diploma and up to two years of post-secondary education, including Office Administration Certificates preferred.
• 2-3 years of customer relations or customer-facing experience
• Experience with account management, billing, and collections is advantageous.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and database management.

SALARY: $31,800.00 commensurate with experience

Interested applicants should submit applications to: Veronica Rigby, Provo Water Company Ltd, 197A Grace Bay Road, Grace Bay, Providenciales, Turks & Caicos Islands, Tel: (649) 946-5126; Email: ronnie@habgroup.com