Customer Experience Representative I / II

At the Western Municipal Water District ("Western Water") , we're seeking an experienced Customer Experience Representative to provide program support. We need someone who is organized, detail-oriented, and can support a variety of team needs while balancing shifting priorities and a range of day-to-day tasks.

If you're a team player with strong interpersonal skills who will continue raising the bar, then this is your chance to join an exceptional team of highly skilled professionals and be part of something bigger.

About Western Water
At Western Water, we are customer and community-obsessed! We are on a mission to achieve service excellence by building and delivering memorable customer experiences at every touchpoint. We aim to be mindful and strategic, using data and engagement as the backbone of building a community around efficiently using our most precious resource and understanding its value. Western Waters Communications and Customer Experience group is at the forefront of creating and delivering extreme value for our customers and partners.

Western Water stands out:

• Western Water is one of the largest public agencies in Riverside County providing water and sewer services to nearly one million people; and
• We see ourselves as more of a business than a bureaucracy; and
• We view our customers as an essential partner in ensuring long-term water security for our region; and
• Together, the Western Water team is focused on being the definitive leader in water and sewer services, upholding the highest level of stakeholder trust.

What do you value in your next job?

At Western Water our values form the framework of our organization and reinforce our professional work ethic. If the following values ring true with you, we'd like to invite you to explore this exceptional career opportunity further.
Honesty, Trust, & Respect We aspire to the highest degree of integrity, honesty, trust, and respect in our interaction with each other, our customers, and the community we serve. Teamwork & Problem Solving We strive to reach Western's goals through cooperative efforts and collaboration with each other and our constituencies. We work to solve problems in a creative and cost-effective manner, and we acknowledge team and individual efforts. Leadership & Commitment We lead by example, acknowledging the value of our resources and using them wisely to achieve our objectives and goals. We are committed to act in the best interest of our employees, our organization, and our community. Learning/Teaching - Talents, Skills, and Abilities We continuously develop ourselves, enhancing our talents, skills, and abilities, knowing that only through personal growth and development will we progress as an agency and as individuals. Recognition/Rewards We seek to recognize, acknowledge, and reward contributions to Western Water by our many talented employees.

THE POSITION - What to expect...
In this role, you will be a pioneer in leveraging data to transform our customers experience. Striving to understand and predict our customers needs, behaviors, and emotions, you will be charged with gathering insights that inform how Western Water designs programs and digital tools while helping forge the partnerships needed to put plans into action that get results. You will be expected to integrate programs and tools with our brand, working collaboratively across many teams. We are seeking an experienced, agile team player with strong analytical and project/program management skills. Emotional intelligence and political acumen will be critical when supporting the Customer Experience Manager as you bring strategic recommendations forward, build programs, engage with a diverse range of customers, and nurture regional and statewide partnerships.

Get excited about this opportunity because you will

• Represent the voice of the customer, facilitating closed-loop customer feedback on our products, services, and experiences.
• Use customer data to identify programmatic trends and themes that arise across the Western Water community.
• Be our boots on the ground, engaging directly with customers and co-creating solutions that deliver on Western Waters brand promise.
• Be a driving force to solve emerging and complex problems on behalf of our customers.
• Implement industry best practices and highlight emerging trends, incorporating relevant insights into Western Waters Customer Experience programs.

Were excited about you because

• You are innovative and customer-centric, demonstrating vision and an understanding of when to roll up your sleeves and be boots on the ground.
• You value a collaborative approach and relationship building, which supports your ability to work with multiple stakeholders.
• You think about how you can get ahead of issues rather than just resolve them.
• You can translate customer data into actionable enhancements and use stories to compellingly and effectively present insights to technical and non-technical stakeholders.
• You are goal-oriented and lean-in hard toward ownership and accountability.
• You have exceptional communication and presentation skills.

The Application Process
Western Water invites qualified candidates to apply for this exceptional career opportunity. To help us evaluate your candidacy, please upload the following materials with the application submittal:

• Professional Resume
• Cover Letter

Application submittals without the requested materials above will not be considered further.

The recruitment process may consist of any or all of the following:

• Written Test
• Interviews may include:
  • Panel Interview
  • Department Management Level Interview
  • Final Interview with Executive Management

Please Note: This position may be filled at the level (I or II level) commensurate with the selected candidate's demonstrated skill level.

The Customer Experience Representative I is the entry-level classification in the series. Under close supervision, incumbents learn and perform routine duties related to the development, preparation, and implementation of customer experience programs and activities and assists with creating exceptional brand awareness and enhanced customer experiences through customer interactions. Incumbents work under close supervision while being trained and gradually work more independently as knowledge and skills increase.

The Customer Experience Representative II is the fully qualified journey-level class in the series. Incumbents are distinguished from the Customer Experience Representative I by their ability to perform the full range of duties assigned, working independently and exercising independent judgment and initiative. Incumbents exercise independent project management skills and are responsible for planning, developing and evaluating Western's customer experience programs; demonstrating strong agency knowledge and initiating collaborative response efforts to efficiently interact with customers at all levels while understanding their service needs and pain points; and evaluate and align with other business functions or internal stakeholders. Incumbents at this level receive only occasional instruction or assistance as new situations arise and are fully aware of the established systems, operating procedures, and policies of the department. This classification is distinguished from the Senior Customer Experience Representative in that the latter may provide technical and functional direction to other team members as assigned.

Incumbents within the Customer Experience Representative series position report to the Customer Experience Manager.

Western Water employees are expected to work overtime, weekends, evenings, and holidays as required to accommodate Western Water needs, in addition to responding as a Disaster Emergency Service Worker.

Examples of Duties

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this classification.

• Supports a high-performing, customer-centric environment promoting Western Water's strategic priorities, and customer service and communications goals in alignment with Western Water's mission and vision.
• Assists with implementation of district-wide internal and external customer experience in support of customer information campaigns to meet Western Water's service goals.
• Assists with creating and implementing internal strategies relative to managed programs, providing tools for employees to successfully advance Western Water's customer experience expectations and deliver the brand promise.
• Innovate and implement Western Water's education and efficiency programs, initiatives and related activities.

• Use tools to gather data and analyze trends or patterns affecting program quality and service levels; highlights key successes and shares best practices with Western Water staff to ensure continued success in customer experience and quality of service.
• Uses customer experience expertise to assess existing practices and procedures for process improvement opportunities with all Western teams and sites.
• Supports a customer-centric business model and offers concierge-style support for proactive complaint resolution.
• Researches and recommends response to customer questions and concerns relating to interactions in-person, over the phone, and through email.
• Collaborates with leadership and team members to identify and streamline processes and implement process standards that enhance service delivery and the overall customer experience.
• Recommend targeted group and/or individual coaching sessions addressing service quality deficiencies and/or improvement opportunities.
• Assists with the design and successful delivery or workshops and training.
• Explain departmental policies/procedures to customers and handles difficult customers with tact.
• Processes applications for service, sets up new accounts, distributes information to operations staff, schedules service start-ups, and prepares welcome letters.
• Performs administrative duties in support of department functions, such as organizing and maintaining various files, preparing correspondence, forms, and specialized documents.
• Adheres to office procedures including record management policies and procedures, ensuring compliance with Westerns record retention policy.
• The incumbent, while exercising his/her authority, shall abide by and promote Westerns values and beliefs and adhere to Westerns ethics policy.
• Analyzes customer concerns with a high degree of proficiency in order to provide detailed information and response to customers and prepare reports for Western Management.
• Analyzes/audits service incident data, emails, voice message, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Assists in training for the Customer Experience Representative I level.

Additional Essential Functions for Customer Experience Representative II:

• Analyzes customer concerns with a high degree of proficiency in order to provide detailed information and response to customers and prepare reports for Western Management.
• Analyzes/audits service incident data, emails, voice message, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Assists in training for the Customer Experience Representative I level.

Typical Qualifications

Knowledge of:

• Principles and practices of exceptional customer experience/service and communications.
• Quality control principles and practices.
• Measurable key performance indicators, which lead to optimal customer experience.
• Quality control management tools.
• Operational characteristics of Westerns Customer Service technology and devices.
• Methods and techniques of assessing training effectiveness.
• Communications, and customer service processes, terminology and influence points, as well as principles and practices of research and analyses.
• Water efficiency and education programs and their application to water, wastewater, and resources management.
• New customer and new connection processes, including general knowledge of engineering, operations, water resources and development services functions. Strong presentation and public speaking skills.
• Coaching principles.
• Principles and practices of sound business communication.
• Demographics of Westerns customer base including socio-economic factors.
• District Customer Service systems, practices and policies.
• Operations, uses, requirements, and limitations of the Western Water's customer centered technology systems.
• Office administrative practices and procedures.
• Western Water's safety rules, regulations, and protocols.

Ability to:

• Identify and apply metrics, which lead to successful customer satisfaction.
• Evaluate staff aptitudes for effective 360-degree customer experience districtwide.
• Define issues, analyze customer problems, evaluate alternatives, and develop sound conclusions and recommendations.
• Design and apply innovative ideas for customer experience enhancements.
• Evaluate program effectiveness and recommend changes.
• Develop creative solutions and motivate a team to share knowledge and complete tasks on time.
• Coach staff on proper customer service techniques.
• Negotiate change across Western departments and positively influence others outside of own work group.
• Build relationships with all levels of management and staff.
• Understand, interpret, and apply all pertinent laws, codes, regulations, policies, and procedures, and standards relevant to work performed.
• Independently organize work, set priorities, meet critical deadlines, and follow-up on assignments.
• Use tact, initiative, prudence, and independent judgment within general policy, and procedural guidelines.
• Apply customer experience techniques and principles.
• Use modern office equipment including computer software applications related to the field of work.
• Adherence to Western personnel rules, policies and labor contract provisions with the ability to exercise sound independent judgment within general policy guidelines.
• Proper English usage, punctuation, grammar and spelling.
• Provide transparent, high quality and fiscally responsible services, while meeting the Strategic Priorities of Western for the benefit of its customers.
• Utilize exceptional customer service and communication skills both verbally and in writing, with the ability to cultivate professional business partnerships and inspire team collaboration.
• Use discretion and sound business judgment in applying Western practices and procedures.
• Troubleshoot and conduct research to resolve the most complex and difficult duties.

EXPERIENCE, EDUCATION, AND LICENSING/CERTIFICATION

Any combination of experience and education that provides the required knowledge and abilities is qualifying, along with the specific licenses/certifications as outlined below:

Job Title

Education

Experience

Customer Experience Representative I

~ Equivalent to an associate degree in public relations, marketing, communications, education, environmental sciences or related field.

~ Bachelors degree in a related field may substitute for one year of experience.

Two (2) years of experience providing professional support to customer-centric or public-facing programs. Customer Experience Representative II ~ Equivalent to an associate degree in public relations, marketing, communications, education, environmental sciences or related field.

~ Bachelors degree in a related field may substitute for one year of experience.
~ Masters degree in a related field may substitute for one year of experience. Three (3) years of experience providing professional support to customer-centric or public-facing programs.

Required License / Certification

Desirable Licenses/Certifications

CA Class C Driver's License

~ Experience in the public sector is desirable

~ Certified Customer Experience Professional through the Customer Service Institute of America or similar

~ CalOES/CSTI Basic Public Information Certification or similar

Supplemental Information

PHYSICAL, MENTAL, AND ENVIRONMENTAL REQUIREMENTS

The characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical: Employees are regularly required to use repetitive motion for keyboard use and writing; frequently grasp, reach overhead, hold and reach; sit for long periods of time; occasionally walk, use staircases, stand, kneel and bend; occasionally lift and carry up to 25 pounds or 60 pounds with assistance; constantly use overall vision; and frequently hear and talk, in person and on the phone.

Mental: Employees should possess the ability to speak, read, and write English, in addition to exercising math and computer aptitude as required. Employees work under pressure with frequent interruptions while communicating and interacting with a variety of District personnel, the public, and others encountered in the course of work. The ability to explain, interpret, and apply related rules, regulations, policies and procedures; and work on multiple concurrent assignments, often within tight timeframes using good business judgment is necessary.

Environmental: Employees primarily work in a temperature controlled office environment subject to typical office noise and settings. Incumbents are expected to use principles of effective safety practices including the use of equipment in a proper and safe manner, use of preventative personal ergonomic techniques, and maintaining safe personal and common workspaces.

Western is a tobacco free campus prohibiting smoking and the use of smokeless tobacco products, e-cigarettes, and unregulated nicotine products in any District vehicle and building, which includes any building owned and occupied, or leased and occupied, by the District, including, Headquarters, the Operations Center, and any remote facilities owned, leased and/or operated by the District.