Customer Experience Specialist

We are looking for a Customer Experience Specialist to support customers in a California location with a wide range of account and service needs. This Long-term Contract position is ideal for someone who enjoys delivering clear guidance, resolving service concerns, and creating positive experiences across phone and written communication. The person in this role will help customers navigate billing, account maintenance, assistance programs, and service requests while ensuring interactions are handled accurately and professionally.

Responsibilities:

• Provide responsive support to customers by answering questions related to billing, rate structures, account activity, and general service inquiries.
• Manage account lifecycle transactions, including opening new accounts, updating existing customer information, and closing services when requested.
• Process service activation and disconnection requests while ensuring all required steps are completed accurately and on time.
• Explain credit-related guidelines, payment expectations, and available customer assistance options, including programs for customers with relevant financial need.
• Investigate concerns related to unusually high usage, communicate findings clearly, and assist with customer outreach when notification is required.
• Support customers and stakeholders with questions tied to development-related service requests and associated processes.
• Carry out lock-off activities for delinquent water accounts in accordance with applicable regulations, policies, and legal requirements.
• Prepare and send customer correspondence regarding account standing, including notices for missed payments, returned payments, and payment arrangements.
• Prior experience in call center or customer service environments with a strong focus on customer satisfaction.
• Ability to handle multiple browser-based systems efficiently while maintaining accuracy and attention to detail.
• Strong written communication skills with experience preparing clear and effective email correspondence.
• Demonstrated ability to explain account information, service options, and policy details in a clear and customer-friendly manner.
• Comfortable managing several customer requests at once in a fast-paced support setting.
• Strong problem-solving skills and the ability to de-escalate concerns with professionalism and empathy.