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Job Description
Grade 13 / Starting hourly rate: $19.00. Rate of pay depends on qualifications.
Job Description
JOB SUMMARY
The Customer Service Associate in Engineering - Development positively responds to routine account and/or service inquiries from San Antonio Water System's customers via phone, email, internet, or in person from a call center, department, or customer contact center. Answers questions regarding new and existing services which may include billing, termination of service, impact fee amounts or infrastructure location. Customer Service Associate may prepare Impact fee statements, process payments or negotiate payment arrangements with customers. Anticipates concerns by proactively suggesting appropriate service and program offerings that meet the customer's needs.
ESSENTIAL FUNCTIONS- Responds to customer interactions via the phone, email, internet, or in person in a professional, courteous, accurate manner while recording a brief overview of communication.
- Develops a rapport with internal/external customers by greeting customers by name and demonstrates account ownership.
- Answers customer's question or solves the problem during initial contact, if follow-up is required, must do so within the timeframe committed to the customer.
- Creates, generates, and initiates requests for meter and field services.
- Opens, verifies, and sorts incoming mail for image data capture; manually extracts contents from envelopes that are unable to be processed using automated equipment.
- Identifies, explains, and suggests community resources when applicable.
- Suggests improvements and changes to processes and policies to improve customer satisfaction.
- Participates in and supports the development and implementation of special projects.
- Performs all other duties as assigned.
- Provides information to customers on the location of water, wastewater and recycled water utilities and construction projects.
- Utilizes SAWS computer system and various software applications to conduct research on location of utilities, property ownership, and type of water utility available to prepare correspondence of findings.
- Provides accurate information concerning EDUs and impact fees to customers and verifies correct payment.
- Reviews engineering and architectural site plans for compliance with regulations, procedures, and policies.
- Determines impact fees.
- Prepares Hardship contracts and drafts correspondence as needed.
- Monitors and records impact fee payments, waivers, impact fee credits, and main extension refunds.
- Interprets policies, procedures, and regulations for water, wastewater, and reuse service.
DECISION MAKING- Receives immediate supervision.
MINIMUM REQUIREMENTS- High School Diploma or GED.
- One year experience in a customer service environment.
- Valid Texas Class "C" Driver's License required only for Engineering Counter Services positions.
- Ability to work regularly scheduled shifts within SAWS’s hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.
PREFERRED QUALIFICATIONS- Bilingual in English/Spanish.
JOB DIMENSIONS- Skill in utilizing a personal computer and associated software programs.
- Ability to communicate clearly and effectively, both verbally and in writing.
- Ability to perform basic mathematical calculations.
- Ability to type 35 w.p.m. and/or 8,000-10,000 k.p.h for 10 key required.
- Ability to effectively respond to inquiries, complaints, and requests.
- Ability to read water and wastewater utility maps.
- Ability to establish and maintain effective working relationships with co-workers, supervisors, and the general public.
PHYSICAL DEMANDS AND WORKING CONDITIONS
Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting or standing for extended periods of time at various workstations to perform job scope. Requires visual acuity, speech, and hearing. Working conditions are primarily in an office environment. May be required to adhere to strict lunch or break schedule.
May be required to work hours other than regular schedule including shift work, weekends and holidays.
Engineering/Counter Services
Working conditions are primarily in an office environment with occasional field visits. May be required to operate company or personal vehicle.
May be required to work hours other than regular schedule including shift work, weekends and holidays.
San Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers.
From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:- Competitive, market-based salaries
- Performance-based incentives
- Medical benefits
- Dental benefits
- Life insurance
- Prescription drug program
- Vision care plan
- Two retirement plans
- Deferred compensation plans (457 plan)
- Disability income
- Paid leave (vacation, sick, personal)
- Education assistance program
- Employee assistance program
- Flexible, tax-deferred health and dependent care spending accounts
- Wellness programs
- On-Site Fitness Facilities
- Community service opportunities
Closing Date/Time: 5/25/2025 11:59 PM Central -
ABOUT THE COMPANY
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San Antonio Water System
Show moreThe San Antonio Water System (SAWS) is a public utility owned by the City of San Antonio. SAWS serves 2 million people in Bexar County as well as parts of Medina and Atascosa counties. The population includes more than 511,300 water customers and 457,600 wastewater customers. SAWS actively seeks out public participation in its operations and planning, while SAWS volunteers strive to help their neighbors in need.
As an industry leader in conservation and water and wastewater management, SAWS provides sustainable, affordable water services. To deliver responsible water services, our investment in our employees – one of our greatest assets – ranks as a top priority.
San Antonio Water System's Board of Trustees has adopted mission, vision and values statements that serve as a foundation to move the utility forward through 2050 and reinforce San Antonio's much-deserved reputation as Waterful.
Our Mission: Sustainable, Affordable Water Services / Our Vision: To be leaders in delivering responsible water services for life. / Our Values: Excellence, Integrity, Respect and Safety.
SAWS is a values-based organization that believes in diversity in all aspects of our business. At SAWS, we attract and retain the finest individuals whose diverse talents drive innovation. We recognize that differences in race, ethnicity, religion, gender, gender identity, sexual orientation, nationality, physical ability or any characteristic protected by law, enrich and empower our work environment. We respectfully infuse diversity in our daily work lives with the knowledge that people from a variety of backgrounds and life experiences make connections that make SAWS a success.
SAWS is committed to providing our employees with a healthy, safe, and rewarding work environment where all employees have an equal opportunity for professional and personal growth. SAWS employees go beyond what is expected – developing remarkable, award-winning programs in conservation, water resources, watershed protection and wastewater treatment.
Why Choose a Career at SAWS?
For Your Work-Life Balance: SAWS is proud to invest in its employees by offering a variety of paid time off to help meet the work-life balance goals of you and your family.
For Your Professional Growth: Professional growth is key to both our employees’ success as well as SAWS’. That’s why SAWS offers a number of professional development opportunities that achieve both personal and company goals.
For Your Future: Achieving your personal financial goals is an important part of your life. SAWS makes it easy for employees to save for retirement by providing several retirement plan options.
For Your Health: SAWS offers a range of health, dental and vision benefits, and Wellness Programs to help meet each employee’s needs.
For your Protection: SAWS offers life insurance and disability coverage to meet the need for protection against life’s unexpected events.
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