Customer Services Specialist

Pinellas County Government • Clearwater, FL

37d

About The Position

Do you want to work in a team-oriented environment with a schedule that will have you home in time to see your kids? Pinellas County’s Utilities Customer Service Division has the ideal job opportunity!!
The Utilities Customer Service Representative is accountable for the response and resolution to inquiries (from any source) regarding payments, account research, escalated issues, and the application of approved policies and procedures. The contact center handles contacts (ranging from simple to complex) regarding utilities services (water, sewer, reclaimed water, taxes and various other services) provided by Pinellas County and 11 other municipalities and 2 private companies.
This is a highly responsible position within the organization, maintaining all internal/external customer relations and issues. The employee is expected to exercise a high degree of independent judgment based on experience and knowledge of department operations. A significant portion of revenue is generated through this department by establishing and maintaining customer accounts and by being a goodwill ambassador to the organization of Pinellas County Utilities.

Requirements

• Experience - Working with administrative matters, customer accounts, and utility service problems with practical skills in the use of personal computer applications.
• 3 years of experience as described above; or
• An associate degree trade school, or vocational training degree, diploma, or certificate that includes training or experience as described above plus 1 year of experience dealing with customer service inquiries.; or
• A Bachelor’s or higher-level degree that includes some training or experience as described above.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
• Knowledge of the principles of government accounting and record keeping procedures pertinent to the area of assignment.
• Knowledge of local, federal, and state regulations, utility rules, and ordinances and procedures as they relate to customer accounts.
• Knowledge of customer service terminology, grammar, spelling, math, and bookkeeping methods.
• Skilled in the application of quality customer service.
• Skilled in the operation of automated office equipment.
• Ability to use and be proficient in computer applications and software.
• Ability to make and apply decisions in accordance with laws, regulations, ordinances, and procedures.
• Ability to analyze accounts, perform computations, determine amounts due and responsible parties and prepare related correspondence and documents.
• Ability to understand and follow oral and written instructions and to express oneself clearly and concisely, orally and in writing, and to communicate effectively with internal and external departments, customers and agencies on often controversial issues.
• Ability to type with reasonable speed and accuracy.

Nice To Haves

• Previous call center experience.
• Bi-lingual in Spanish, French, and/or Vietnamese.

Responsibilities

• Research, verify, update and assure the accuracy of information in the customer information system.
• Answer customer phone calls following set standards and expectations while assisting customers with various account activities such as payment application, financial assistance agencies, fixed due dates, deferrals, payment installments, refunds, high bills, etc.
• Interpret billing information provided on customer accounts and applies appropriate procedures as needed.
• Cancel, establish, and maintain customer accounts in the customer information system.
• Research and verify property ownership to ensure billing of base charges.
• Explain the Utilities Department and other municipalities’ rate schedules in a clear and understandable manner.
• Maintain and update names, phone numbers, mailing addresses, and email addresses for customer accounts.
• May assist in conducting investigations and audits to resolve problems from misapplied funds or dormant accounts.
• Perform a variety of tasks related to an automated office environment.
• Process credit card and e-check payments via phone.
• Prepare reports and perform special projects as required.
• Perform related work as assigned or required.

Benefits

• Comprehensive Benefits Package: Enjoy affordable medical, dental, vision, life insurance, flexible spending accounts, and more that meet the needs of you and your family.
• Florida Retirement System (FRS): Secure your financial future with a robust retirement plan that gives you peace of mind as you plan for tomorrow.
• Generous leave time: Take advantage of time off to recharge and enjoy life outside of work.
• Wellness Program: Access to county gyms 24/7 and wellness programs as part of our commitment to employee wellness.
• Deferred compensation: Build your savings and plan for the future with flexible deferred compensation options tailored to your financial goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree