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Water Solutions Specialist
2 weeks ago
About Us
We're a modern water utility serving over 1.8 million South Australians.
Our diverse service area spans from Ceduna to Port Augusta, the Anangu Pitjantjatjara Yankunytjatjara (APY) Lands, across to the Riverland, down to Mount Gambier, and most places in between.
We've been shaping our strength and expertise for more than 165 years, delivering efficient and sustainable water services that meet our customers' expectations.
With nationally and internationally recognised industry expertise, we innovate to shape the water solutions of the future that will support thriving economies and healthy communities.
We're driven by our values; we value our people, we do work that matters, we keep it real, we know that our work has impact, and we are future focussed.
About Customer, Community and Engagement
The Customer, Community and Engagement group drives customer outcomes by delivering exceptional experiences and tailored solutions that grow business, revenue, and the state economy, while actively engaging with communities, and collecting valuable feedback.
About the Role
You'll represent us, engaging with customers as a first point of contact, through various communication channels. Your responsibilities will include providing accurate and timely information to customers and delivering solutions.
You'll collaborate seamlessly with different departments within our organisation, cultivating strong relationships and fostering a culture of responsibility and personal growth.
The role entails handling a diverse array of phone calls and emails ranging from customer inquiries about accounts and billing, subdivisions, and meter allocations to trade waste management, property concerns, refunds and transfers, water quality, and leakage tests.
About You
You will demonstrate excellent verbal and written communication skills, and the ability to deliver high-quality support in a fast-paced environment. Utilising strong customer service skills, you'll focus on problem-solving, implementing resolution and negotiation strategies to achieve optimal outcomes for all.
You'll also demonstrate the ability to multitask, prioritise issues, and remain organised while displaying a willingness to work independently and within your team.
- Provide outstanding customer service across all communication platforms - addressing customer needs and seizing opportunities to inform and promote our initiatives.
- Meet and exceed established Key Performance Indicators (KPIs) while responding positively to all customer service inquiries, following corporate guidelines.
- Innovate by understanding your role and exploring alternative approaches to enhance efficiency and customer service.
- Foster a culture of accountability by actively participating in professional development activities.
Your success in this role will come from:
- Essential: Strong focus on customer service, supported by effective verbal and written communication skills.
- Essential: Proficiency in team dynamics, contributing positively to team cohesion.
- Essential: Ability to deliver high-quality output in a fast-paced environment, coupled with precise data entry skills.
- Desirable: Ability to analyse and prioritise challenges, offering innovative solutions.
- Desirable: Proficiency in various computer applications and databases.
- Desirable: Strong negotiation, comprehension, and retention abilities.
- Flexible work arrangements (3 days in the office, 2 WFH).
- Opportunities for both ongoing and fixed-term positions.
- Comprehensive 3-week onboarding program, ongoing guidance, and real prospects for long-term career advancement.
