Customer Service Specialist

Responsible for providing excellent customer service to the public in person, by mail, telephone, and email in a professional and timely manner. These activities include, but are not limited to, receiving and resolving customer service requests by providing adequate information, generating proper work orders, and timely processing of all acceptable payment types. This position requires a high degree of accuracy to ensure that all collections of payments follow processes and procedures that meet accounting standards and are subject to audit.

Salary will be determined depending on qualifications of candidates who exceed the minimum requirements as outlined within the job description.

Additional compensation based on licensure.

Note:

These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.

• Provide customer service effectively and efficiently through use of techniques focusing proactive service adding value to each call.
• Strives to resolve the problem on the first call, with minimum transfers.
• Answer customer questions, investigate, and resolve complaints pertaining to utility billing by reviewing, analyzing, providing adequate information, and generating work orders as needed.
• Educate customers regarding rate structure, conservation tips, deposit requirements, billing and payment method, account histories, how to read the meter, consumption reports, and various utility billing related policies and procedures.
• Interact with customers, coordinate with utility field operations and billing department, obtain other information to research, and resolve or investigate reports of unauthorized utility usage and determine deposit and restoration of service requirement.
• Process new utility service applications and stop utility service request applications, verify proper documentation, collect deposits, and process service related work orders.
• Accurately process and post payments to customers' accounts and balance total daily payments to edit report.
• Electronically process check payments using hardware and software program to efficiently deposit payments to bank.
• Verify customers' enrollment forms for Auto Pay (reoccurring payment option) is complete and accurate. Process data in Naviline billing software, enter, and verify customer's account information for payments.
• Maintain databases, files, and documents, as well as track requests for services.
• Process customer adjustment request for high consumption due to various reasons such as leaks, poor fill, irrigation usage, etc., according to set policy and procedures.
• Perform financial transactions including processing or transferring payments, process bankruptcy notifications, collections, and manage customer accounts.
• Coordinate efforts with outside agencies for payment of utility accounts; take delinquency action on active utility accounts and perform collection efforts on non‑pay and closed accounts.
• Ability to work in teams, resolve complex problems, participate in cross‑training, and ensure functional coverage.
• Receive calls for emergency action; dispatch radio call outs to field personnel regarding line breaks, leak at the meter, disconnects/reconnects for non‑pay accounts, high/low water pressure and other field related issues. Maintain radio contact with field personnel for status updates as needed.
• Handle large volume of mailed payments.

• Perform other work as required.
• In event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.

• High School Diploma or GED and three (3) years' experience in an office environment providing customer service.
• Must have excellent verbal communication skills, as well as excellent customer service skills.
• Knowledge of Business English, spelling, punctuation, and general office processes.
• Skilled in the operation of a personal computer and other office equipment.
• Knowledge of Windows, Outlook, Works, Excel, and Microsoft Word required. Working knowledge of Sun Gard Naviline System is a plus.
• Ability to communicate effectively with utility customers both in person, by telephone, and written correspondence via email; understand pertinent procedures and functions quickly and use good judgement.
• Must possess and maintain a valid Florida Drivers License.
• All employees must attend Seminole County Required Trainings.
• Department Specific trainings per position may be required.

A comparable amount of education, training, or experience may be substituted for the minimum qualifications.