Customer Service Account Specialist I

Polk County•Winter Haven, FL

7d•Onsite

About The Position

The Utilities Division is responsible for public health and safety, as well as safeguarding the environment, by providing crucial safe water and wastewater services. This position is part of the team that provides services necessary for human health, economic stability, and overall societal well-being. At the core of the mission of providing these services includes commitment to providing excellent customer service to our citizens, business partners, regulatory agencies, and other county divisions. This position provides front-line customer support in a high-volume call center and clerical office environment for a public water utility. It handles account inquiries, billing and payment processing, service requests, and complaint resolution with professionalism and accuracy. It ensures compliance with county policies and regulatory standards while delivering exceptional customer service across multiple communication channels.

Requirements

Graduation from an accredited high school or possession of an acceptable equivalency diploma.
Must have a valid driver’s license and be able to secure and maintain a valid Florida driver’s license within 30 days of employment within this classification.
Two (2) years administrative and/or customer service experience preferably in a call center or public contact center environment.
A comparable amount of related training and experience may be substituted for the minimum qualifications.
Must have the physical, developmental and mental ability to perform job tasks, work efforts, responsibilities and duties of the job.

Nice To Haves

Knowledge of customer service principles, billing procedures, and office operations.
Knowledge of utility service policies, ordinances, and applicable regulations.
Knowledge of customer information systems (CIS), geographic information systems (GIS), Microsoft Office, and related software.
Knowledge of recordkeeping standards and regulatory compliance requirements.
Knowledge of best practices in professional communication and conflict resolution.
Ability to provide courteous, professional, and efficient customer service in high-volume settings.
Ability to manage multiple tasks and prioritize effectively while maintaining accuracy.
Ability to analyze customer accounts to identify discrepancies and resolve issues.
Ability to enter and maintain data with strong attention to detail and integrity.
Ability to communicate clearly in verbal, written, and electronic formats with customers and staff.

Responsibilities

Responds to inquiries regarding billing, payments, account changes, and service availability by phone, email, mail, and in-person.
Assists customers with online portal navigation, troubleshooting, and account access.
Resolves complaints and escalated issues with professionalism and empathy.
Provides information on programs, rates, and new services.
Establishes and maintains new and existing customer accounts in the customer information system (CIS).
Reviews and verifies service request forms and service orders for accuracy.
Collects and processes customer payments in the form of cash, checks, and credit cards; reconciles and balances daily transactions and deposits.
Prepares and maintains accurate records in customer information system (CIS), geographic information system (GIS), and other account systems.
Operates office equipment and customer service technology, including customer information systems (CIS) and geographic information systems (GIS).
Assists with special projects and functional improvements within the Customer Service unit.
Supports interdepartmental coordination to ensure efficiency and service continuity.
Participates in training to strengthen communication, conflict resolution, and teamwork skills.
Performs related duties as required.