Customer Service Specialist III - Utilities

Pasco County • Dade City & Land O'Lakes & New Port Richey & Wesley Chapel, FL

22h • Onsite

About The Position

Pasco County Utilities is seeking a Customer Service Specialist III to join our dynamic, call center-based customer service team. This role is responsible for delivering high-quality support and information to customers regarding utility services. The position involves resolving inquiries via phone, in person, in writing, and online; processing data; and coordinating with field crews to address service issues.

Requirements

• Knowledge of standard office methods and procedures.
• Knowledge of County departments, operations, and regulations.
• Knowledge of the County's mission, vision, and core values.
• Ability to maintain records/files accurately and legibly, prepare reports, and correspondence.
• Ability to meet and deal with the public effectively.
• Ability to establish and maintain effective working relationships with employees and the public.
• Ability to communicate effectively via telephone, in person, in writing, and online.
• Ability to make decisions and work without close supervision.
• Ability to operate a personal computer and other office equipment.
• Ability to communicate effectively using verbal, written, and visual communication.
• High school diploma or equivalent.
• Minimum of three (3) years of customer service experience involving frequent public contact.
• Proficiency in using personal computers and customer service telephone systems.
• Must possess a valid Florida driver's license.

Nice To Haves

• Call center experience is highly preferred and recommended, as this role requires strong communication skills, the ability to manage high call volumes, and a commitment to delivering exceptional service in a fast-paced environment.

Responsibilities

• Respond to customer inquiries and complaints via phone, email, and in person regarding utility services such as water pressure, outages, main breaks, boil water notices, and hydrant flushing.
• Provide detailed information on procedures, regulations, billing, service areas, permits, and fees.
• Guide customers through troubleshooting steps and online account setup.
• Make outbound calls to customers at risk of disconnection and negotiate payment plans for high-balance accounts.
• Contact customers with high usage to discuss leak detection and billing adjustment programs.
• Accept and process payments via cash, check, money order, and credit card.
• Utilize customer information systems (CIS), asset management software (EAM), and online tools such as the Property Appraiser and Clerk of Court websites.
• Prepare and process records, logs, EFTs, and service applications.
• Perform data entry, update customer records, and generate reports to track departmental goals.
• Dispatch Operations & Maintenance (O&M) crews as needed to address service-related issues.
• May be assigned to various locations within Pasco County.
• Participate in emergency response operations, including extended hours and additional duties during Emergency Operations Center activation.

Benefits

• VETERANS' PREFERENCE: Under Section 295.07, F.S., Chapter SSA-7, Pasco County BCC provides to Veterans, that preference in appointment will be given to preference-eligible applicants.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED