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Customer Service Specialist
Clearwater, FL
Job Description
Salary
See Position Description
Location
Clearwater, FL
Job Type
Full-time
Department
Utility Customer Service
Job Number
2022-00247
- Position Description
- POSITION OPEN UNTIL FILLEDENTRY SALARY: $35,673.56Under general direction, the Customer Service Specialist performs, provides, and delivers advanced customer contact and office work supporting the business activities of the department. Assists in special administrative projects, business processes, and training of department employees.Current recruitment is for the Utility Customer Service Department.
- Duties and Responsibilities
- Essential Functions: -- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. Essential duties and responsibilities may include, but are not limited to, the following:
- Provides advanced level customer care for complex inquiries and situations; maintains a detailed knowledge of policies and procedural protocols; performs highly skilled and responsible customer service work in various functional areas.
- Coordinates, organizes, and conducts transactions between areas of City department to support and assist customer concerns and issues; handles special projects and provides specialized expertise to deliver quality service.
- Gathers, compiles, and presents data and information relating to operations, practices, techniques, and other areas relative to customer service.
- Manages, handles, and administers billing and associated tasks; evaluates accuracy of information, billing delivery, processing of refunds, and handling of delinquent accounts.
- Answers telephone calls, receives the general public, and provides information or referrals regarding departmental and City services and operations.
- Manage meter reading extract and upload. Dispatch service orders to field representatives
- Responsible for the computation and preparation of involved accounting entries for input into the financial system.
- Prepares special and regular periodic financial reports as requested; assists supervisory personnel in the analysis of financial data and in the preparation of regular reports
- Explains, communicates, and relays departmental and City policies, procedures, and applicable rules and regulations to the public via personal contact, telephone conversation, or written correspondence.
- Set up new accounts and locations, quote fees/deposit and process payment for meter taps and fire hydrant installation. Collect and verify active city permits.
- Examines, evaluates, and reviews accounts receivable and various computer data bases to determine if delinquent payments have been made; reviews AR cycles for payments that are past due or require credits.
- Assist with training and mentoring new hires.
- Provide outstanding balances due on Utility Liens; including pending liens.
- Responsible for initiating calls with delinquent customers by phone, mail or personal visit to collect payments and settle accounts.
- Performs routine and specialized service connects, disconnects, and final bill for water customers and gas customers; utilizes computer terminals to enter and receive data; establishes billing accounts and requests meter reads and other field work.
- Performs other duties as assigned.
- Minimum Qualifications
- Licenses, Certifications, and Equipment:
A valid State driver's license is required.
Education and Experience:
High School Diploma, High School Equivalency Diploma or G.E.D. Certificate, some college desirable PLUS two (2) years of clerical office and/or customer service experience; OR an equivalent combination of education, training, and experience may be considered.
- Supplemental Information
- Knowledge of -
- Modern office procedures, practices, and equipment
- Word processing, spreadsheet applications, and related automated office equipment
- Business English, arithmetic, and fundamentals of bookkeeping
- Customer service records, billing, payment processing, and account collections
- Business and administrative practices
- Office practices, procedures, and equipment
- Record keeping, report preparation, filing methods, and records
- General office policies and procedures; computers and general office equipment
Skill in -- Assembling and evaluating quantitative and operational data related to functional area
- Interpreting City policies and procedures
- Handle complex customer issues with professionalism and tact
- Communicating and engaging with the public; deescalating customer service situations
- Establishing and maintaining strong office relationships
- Operating a computer and related software
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
2 years
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