Salary : $42,536.00 – $72,820.80 Annually
Location : Louisville, KY
Job Type: Full-Time
Job Number: 23-116
Division: Executive Office Division
Department: Customer Relations
Opening Date: 06/30/2023
Closing Date: 7/14/2023 11:59 PM Eastern
Pay Grade: Grade 12/Grade 14
Work days & hours: M-F 730am to 4:00pm 10/4 rotation schedule. Work 1 weekend per month and 3 days the next week.
Job Summary
Position Location: Central Maintenance Facility, 3050 Commerce Center Place, Louisville, KY 40211.
Senior Customer Relations Agent (Grade 12) $42,536.00- $62,192.00
Customer Relations Specialist (Grade 14) $48,963.20 – $72,820.80
Senior Customer Relations Agent (Grade 12)
Interacts with customers answering questions, researching issues, processing requests and providing general information. Assists Customer Relations Agents with difficult customer issues and overall job functions. Exercises discretion and judgment in decision-making, using initiative while performing work of a higher level of complexity with limited supervision. Provides off-shift coverage by dispatching requests to on-site inspectors, creating work orders and mobilizing crews to respond to emergency issues. Performs various clerical duties as required.
Customer Relations Specialist (Grade 14)
Provides response to customer inquiries. Researches and processes requests. Assists customers and other agencies with various complex issues. Provides problem-solving techniques, guidance, resolution and alternative solutions utilizing an advanced knowledge of MSD’s rates/rental/charges, policies, regulations & guidelines, State Plumbing Codes, Board of Health and Division of Water regulations and Consent Decree guidelines. Provides off-shift coverage by dispatching requests to on-site inspectors, creating work orders and mobilizing crews to respond to emergency situations. Monitors and maintains appropriate staffing coverage for the 24/7 Customer Relations Department. Performs various clerical duties as required.
Essential Job Functions
Senior Customer Relations Agent (Grade 12)
Interacts with customers regarding issues, concerns and requests and provides information on MSD’s procedures, policies and operations. Interprets and translates issues of concern or requests for service and correctly routes to appropriate responding department. Processes written communications and referrals from ratepayers, elected officials, Board of Health, realtors, contractors, etc. Reviews and verifies PSC information using engineering drawings, engineers scale, eB and Upstream. Processes customer’s requests for plumber’s bill reimbursements. Performs CC&B research and updating for the on-charge process. Assists in the training of new and temporary Customer Relations employees. Coordinates with Plan Review relative to sanitary sewer availability and inquiries related to new construction. Works directly with the Operations supervisors to investigate sanitary/storm sewer related issues. Processes open records requests for IPS and eB when needed. Assists walk-in customers, both external and internal. Assists the department manager and supervisors with various tasks and special assignments. Assumes administrative responsibilities as needed. Provides off-shift or emergency coverage provided in the Customer Relations 24/7 Call Center. Performs dispatch duties including transmitting service requests to on-site inspectors, creating and updating work orders, and mobilizing crews to respond to emergency issues. Serves as emergency on-call person to cover unscheduled absences for off-shifts. Represents MSD at the Mayor’s monthly Community Conversation meetings. Attends meetings with various community and government agencies. Participates in IPS Scripting development and revisions.
Customer Relations Specialist (Grade 14)
Reviews minor plats and construction plans for individual and commercial developments regarding sewer availability, fees, easements, etc. Coordinates with State Plumbing Inspector’s office relative to plumbing permit approval. Represents MSD in interactions with various Metro Government and community agencies. Assists customers and co-workers on various issues, concerns and requests regarding MSD’s procedures, policies and operations. Offers resolutions and/or alternative solutions relating to development, construction, compliance, stormwater and sanitary related issues. Coordinates with staff relative to customer concerns, on-site issues, installation of property service connection purchases and updating MSD’s databases. Calculates fees due for new development as well as existing structures. Researches and processes sewer service charges or adjustments. Receives and accounts for money transactions from customers. Processes reimbursement requests from customers for plumber’s expenses incurred during a sanitary sewer backup, including extensive research and final determination of eligibility. Serves as team leader assisting co-workers with guidance and direction in daily functions of the department. Processes open records requests for IPS and eB documents when needed. Assists walk-in customers, both external and internal customers. Develops and implements departmental procedures. Maintains reference database used to track or provide information regarding Board of Health requirements, money owed for assessment or connection fees and project status. Assists with various tasks and special assignments as required. Provides supervisory and administrative support as needed. Serves as emergency on-call person to cover unscheduled absences for off-shifts.
Knowledge, Skills and Abilities Necessary to the Work
Senior Customer Relations Agent (Grade 12)
Knowledge of IPS, Upstream, eB and CC&B; knowledge of clerical techniques and practices; knowledge of basic office equipment; skill in oral and written communication; skill in problem solving; ability to operate a PC and associated Windows environment software (e.g. Microsoft Office Suite); ability to navigate the internet; ability to be courteous and helpful under pressure; ability to read and scale engineering sewer plans; ability to work effectively under heavy, unpredictable surges in workload; ability to work 24 hour emergency response, various shifts and weekends.
Customer Relations Specialist (Grade 14)
Knowledge of IPS, Upstream, eB and CC&B; knowledge of clerical techniques and practices; knowledge of basic office equipment; skill in oral and written communication; skill in managing multiple priorities; skill in problem solving; skill in reading & interpreting sewer plans and record drawings; skill in operating a PC and associated Windows environment software (e.g. Microsoft Office Suite); ability to navigate the internet; ability to make sound decisions based on available information; ability to be courteous and helpful under pressure; ability to work effectively under heavy, unpredictable surges in workload; ability to work 24 hour emergency response, various shifts and weekends.
Minimum Requirements
Senior Customer Relations Agent (Grade 12)
High School Diploma or GED; three or more years of customer service experience; an equivalent combination of education and experience may be substituted. Must be able to type 30 words per minute. Must possess a valid driver’s license. Must have safe work and driving habits.
Customer Relations Specialist (Grade 14)
Associate Degree in communication, business, office management, engineering or a related field; three or more years of customer service experience; an equivalent combination of education and experience may be substituted. Must possess a valid driver’s license. Must have safe work and driving habits.
NON-UNIT, NON-EXEMPT
The following is a brief description of the major benefits that are provided to you as a Non-Unit, Non-Exempt employee of MSD. You will receive more detailed information on these benefits as they become effective. Please contact MSD’s Benefits Administrator at 540-6217 if you have any questions on any of the areas summarized below:
Group Health Care Plans
Hospital/Surgical
MSD offers its employees and their dependents a health care plan that provides a wide variety of benefit coverage, including hospital, surgical, physicians, and prescription drugs. The company and employee share in the cost of this coverage. Coverage is effective 60 days after date of hire.
Dental Benefits
MSD’s dental program offers coverage for a range of dental services, including diagnostic, preventive care, and orthodontic benefits for children. The company and employee share in the cost of this coverage. Coverage is effective 60 days after date of hire.
Group Disability/Life Insurance Benefits
Short-Term Disability
Effective after the completion of an employee’s new hire probationary period this plan provides 66 2/3% of your regular weekly wage during the period of any disabling illness or injury. Benefits begin the first day of disability, if hospitalized as an inpatient or over 23 hours, and on the sixth day under a doctor’s care if not hospitalized. Employees can draw up to 26 weeks of disability benefits in a twelve (12) month period.
Long-Term Disability
MSD offers a LTD plan which provides a replacement income of 66 2/3% of your insured pre-disability earnings in the event of an illness or injury that keeps a plan participant from work for more than six months. There is a six- month eligibility waiting period. When eligible, coverage is effective after a 180-day elimination period and is payable up to age 65.
VOYA Personal Accident Plan
Benefits are payable for a covered employee’s or covered dependent’s injury caused by a covered accident that occurs on or off the job. Premiums are the responsibility of the employee and are payroll deducted. Coverage is effective 60 days after date of hire.
VOYA Critical Illness Plan
Benefits are payable for diagnosis of specified covered critical illnesses for the employee and dependents enrolled on the plan. Premiums are the responsibility of the employee and are payroll deducted. Coverage is effective 60 days after date of hire.
Basic/Supplemental Life Insurance
Basic Life& AD&D insurance is provided at no cost to the employees. The life amount is one times your annual salary to a maximum of $300,000. Additional life insurance coverage, including dependent life is offered with the employee paying the premium cost. Special features include airbag benefit, beneficiary resource services, education benefit, repatriation benefit, seat belt benefit and waiver of premium. Coverage is effective 60 days after date of hire.
Retirement
County Employees Retirement System (CERS) – also referred to as Kentucky Public Pensions Authority
All employees participate in the CERS after one year of service. This one-year service requirement is waived in the event you have previously participated in CERS or one of the other Kentucky Public Pensions Authority (KPPA) programs. The plan is funded by joint contributions made by MSD and the employee. Plan members are required to contribute 6% of his/her gross salary through payroll deductions and MSD is required to contribute at an actuarially determined rate. Both MSD and employee contributions are set by the legislature and are subject to change. Vesting is achieved after 5 years of participation.
Employee savings plans (401(k)) and 457
MSD makes it easy for employees to plan for their retirement by offering a savings program that allows employees to accumulate savings through individual before-tax payroll contributions. MSD does not contribute any matching funds to either of the above plans. MSD’s financial involvement is assisting in the administration of both plans. Employees are eligible to participate in this plan from the first day of employment.
Mission Square Retirement (formerly ICMA-RC) and Kentucky Deferred Comp IRAs
Mission Square Retirement and the Kentucky Public Employees Deferred Compensation Authority both offer Traditional and Roth IRAs to MSD employees through individual payroll contributions. The Traditional IRA allows you to defer taxes on your earnings until they are withdrawn. Roth contributions and earnings are tax free if withdrawn after five years and after age 59 ½ or for a qualified purpose. Employees are eligible to participate in this plan from the first day of employment.
Paid Time Away From Work
Personal Days
On each December 1, employees are granted seven (7) Personal Days for use for any reason during the 12-month period ending the next November 30. When used, employees must notify their supervisor in advance. Unused hours will be paid to you in December. New employees receive a prorated amount of Personal Days, after 60 days of employment, for the balance of the twelve (12) month period ending November 30. Upon termination, employees will either be paid for the excess personal days earned over those used or will owe MSD the excess of personal days used over personal days earned. (Personal days earned is determined by proration over a twelve (12) month period.)
Holidays
An annual schedule of MSD’s eleven (11) paid holidays is posted each January. (Refer to Policies and Benefits Manual for complete listing.) Employees who are employed as of January 1 will also receive one (1) floating holiday for that year. Employees are eligible for holiday pay from the first day of employment.
Vacation
Vacation hours are accrued proportionately on a weekly basis beginning with the employee’s date of hire. Accrued vacation hours are available to the employee as they are accrued. Employees may request vacation time in accordance with current guidelines. The maximum amount of accrued vacation is 320 hours.
Other Benefits:
Flexible Spending Accounts (FSAs)
MSD offers two flexible spending accounts that allow employees to pay for certain dependent day care and health care expenses with pre-tax earnings. The dependent day care account may be used to pay for child care providers, day care facilities and certain other expenses related to the care of an employee’s dependent children while he or she is at work. It may also be used to pay for care provided to an individual with a physical or mental handicap who is the employee’s dependent, regardless of age. The health care account may be used to pay for IRS-allowable medical, dental, or vision expenses that are not covered by a health insurance policy. Employees are eligible to participate in this plan 60 days after date of hire.
Health Savings Account (HSA)
MSD offers a health savings account to coincide with the medical High Deductible Plan (HDHP). The account allows employees to pay for certain health care expenses not covered by the insurance policies. The HSA may be used to pay for IRS-allowable medical, dental, or vision expenses that are not covered by a health insurance policy. Employees are eligible to participate in this plan 60 days after date of hire.
Family Medical Leave Act (FMLA)
The Family and Medical Leave Act of 1993 (FMLA) entitles qualified employees up to twelve (12) weeks of unpaid leave per 12-month rolling period for the birth or adoption of a child, placement of a child for foster care, to care for a spouse or an immediate family member with a serious health problem or a serious health condition of the employee. The full text version of MSD’s Family and Medical Leave is available in the Employee Policy Manual.
Paid Parental Leave (PPL)
Paid Parental Leave of absence is offered to non-probationary, full time and part time employees who meet FMLA eligibility guidelines. The purpose of PPL is to enable MSD employees to care for and bond with a newborn or a newly adopted or newly placed child. This policy runs concurrently with Family and Medical Leave Act (FMLA) leave, as applicable.
Workers’ Compensation
MSD insures all employees for Workers’ Compensation. The administration of Workers’ Compensation benefits will be in accordance with the Kentucky Revised Statutes. Coverage is effective from the first day of employment.
Wellness Program – “Exercising Wellness”
MSD’s Wellness Committee continues to expand its workplace wellness initiatives by providing employees with tools and incentives that will improve their health, help reduce medical cost and boost worker productivity. Initiatives such as free use of on-site fitness centers, wellness seminars, health-risk screenings at the annual health fair and a disease management program offered through the group medical plan, are just a few of the incentives available to MSD employees.
Travel Insurance
MSD provides travel insurance for employees in the amount of $150,000 per person or $500,000 per accident.
Private Parking
Each employee is provided free parking for their private vehicle. However, the employee is responsible for insuring against damage or theft.
Service Recognition
MSD shall recognize the length of time an employee has served MSD by awarding the employee a gift after each five (5) year period of service and at the time of retirement with ten (10) or twenty (20) years of service. This award will appear on the employee’s paycheck and is subject to tax withholdings.
Tuition Assistance
MSD shall reimburse employees for successful completion of approved classes/programs up to a maximum of $5,250 per fiscal year for education expenses related to tuition, books and fees (subject to the availability of funds). Current reimbursement is: 100% for an A, 85% for a B, and 70% for a C. Full-time and part-time employees who have successfully completed their probationary period (at the time the course begins) are eligible to participate in this program.
Employee Assistance
MSD offers a confidential counseling and referral service through an outside agency for employees and their families. This program also sponsors seminars on a variety of topics. This service is available to employees from the first day of employment.
01
Do you have a valid driver’s license?
- Yes
- No
02
Please describe your customer service experience. If none, please type N/A.
03
How many years of customer call center experience do you have? Please describe.
Required Question