Customer Service Specialist Lead

Lake Havasu City•Lake Havasu City, AZ

8d•Onsite

About The Position

Lake Havasu City is seeking a Customer Service Specialist Lead to support the day-to-day operations of the Customer Service Division. This position provides lead-level support and work direction to customer service staff while performing a variety of specialized administrative, billing, licensing, payment processing, and customer service functions. The Customer Service Specialist Lead serves as a key resource for staff and customers, assisting with escalated customer concerns, utility billing and payment issues, delinquent accounts, licensing processes, reporting, and coordination with field personnel and vendors. The position also helps develop and implement procedures, train staff, improve department processes, and ensure work is completed accurately and efficiently.

Requirements

High school diploma or GED
1-3 years’ experience in basic accounting, customer service, and data entry.
Proficiency with computers, office software, and data entry
Valid Driver's License of the appropriate class.
A strong commitment to excellent customer service
Clear, professional communication skills (verbal and written)
The ability to work effectively with the public, staff, and external partners
Attention to detail and accuracy in data entry and recordkeeping
The ability to manage multiple tasks and meet deadlines
Proficiency with computers, office software, and standard office equipment
The ability to remain calm and courteous in challenging situations
Dependability, integrity, and a positive team-oriented attitude
Qualified candidates will be required to participate in online testing, which will consist of Data Entry and 10 Key. Candidates will receive separate testing notification via email or text messaging and must complete testing as instructed; no extensions of deadline will be given.

Responsibilities

Assist with the daily planning, assignment, monitoring, and review of Customer Service work; provide lead-level guidance, training, and support to staff.
Serve as a first-level resource for escalated customer concerns, providing responsive service by phone, email, and in person and working to resolve issues effectively.
Perform and coordinate utility billing, statement generation, payment processing, autopay, bank file preparation, finance resolution, and related account functions.
Administer and support business licensing, temporary special event licensing, mobile food vendor permits, and short-term rental processes.
Research and resolve payment discrepancies between banking records and the utility billing system.
Manage meter-reading work orders in the system and coordinate with the Customer Service Field Supervisor and field personnel to ensure service orders are completed as scheduled.
Develop, implement, maintain, and update departmental policies, procedures, processes, records, and documentation; ensure materials are accurate, complete, and compliant.
Assist with the implementation of new programs, processes, and software, and train staff on updated systems and procedures.
Prepare and distribute daily, weekly, and monthly reports, including delinquent account call lists, disconnection lists, and collection files; assist with IVR and outbound collection calls and coordinate with collection agencies to resolve delinquent accounts.
Prepare internal and external autopay files and coordinate related payment processes.
Process invoices, prepare purchase requisitions, assist with budget planning, monitor departmental expenditures, and coordinate purchases and services with vendors.
Communicate with vendors regarding service tickets, system changes, upgrades, purchases, and other departmental needs.
Assist with recruitment, interviews, and hiring for Customer Service and Meter Reading positions.
Identify and recommend process, system, and service improvements to enhance departmental efficiency and customer service.