Customer Support Specialist

City of Lebanon • Lebanon, TN

22h • $21 • Onsite

About The Position

Thank You for Your Interest in the City of Lebanon! We’re excited that you’re considering a career with the City of Lebanon! To help us give your application full consideration, please use your own personal email address and complete all sections of the application, including the application questionnaire. Taking a few extra moments to provide complete information helps our hiring team review your qualifications and experience.

Requirements

• Basic knowledge of computer skills (Microsoft Office Suite)
• Knowledge of business arithmetic.
• Knowledge of department office procedures, methods, equipment with particular reference to receiving and reporting receipts for payments.
• Ability to make decisions in the best interest of the business and customer.
• Ability to follow oral and written instructions.
• Ability to establish and maintain effective working relationships with the public and other employees.
• A high school diploma or G. E. D. equivalent is required.
• Must have strong knowledge of with Microsoft Office, Word, Excel and PowerPoint.
• Minimum 2-3 years of relevant office experience with strong customer interaction or customer service/customer support experience is required.

Responsibilities

• Resolving customer inquiries, recommending solutions and providing problem solving techniques.
• Processing orders, modifying orders, maintaining and recording accurate payment receipts.
• Communicating with customers in a timely manner, whether in-house or public customers.
• Establishing our reputation as a business that offers excellent customer support to all customers.
• Maintaining a positive and professional attitude towards customers at all times.
• Collecting and updating all customer account information on multiples software platforms.
• Providing detailed and accurate information within established time frames.
• Responding to customers’ inquiries or issues via phone and email in a timely and accurate way regarding utilities and property tax information.
• Receiving, counting, balancing and reporting cash, checks and credit card payments daily for utility bills, miscellaneous fees and property taxes, providing receipts to customers.
• Initiating and completing service order requests/works with meter technicians for installation.
• Processing orders, forms, applications and requests in a timely manner.
• Researching and resolving customer complaints while ensuring customer satisfaction.
• Assisting customers with property tax and tax freeze applications to ensure information is accurate/enter information into the Tax Relief Application Management System (TRAMS).
• Coordinating account information with other utility districts.
• Processing mail and payments left in overnight drop box daily.
• Working closely with Meter Technicians for cutoffs, service orders and meter checks.
• Processing adjustments for customers with leaks.
• Accessing and utilizing the AMI system for meter reading, running reports and providing customers with information specifically regarding their daily usage.
• Filing records and performing related work as assigned.
• Assisting other office personnel and performing other duties as required.

Benefits

• 13 paid holidays
• 18 PTO days during the first year (increasing to 23 days after the first year and with additional increases based on years of service)
• health, dental, vision, life and disability insurance
• a pension/401(k) hybrid retirement plan through the Tennessee Consolidated Retirement System (TCRS)

What This Job Offers

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