Customer Support Specialist

City of Lebanon • Lebanon, TN

38d • Onsite

About The Position

Responsibilities include resolving customer inquiries, recommending solutions and providing problem solving techniques. You will process orders, modify orders, maintain and record accurate payment receipts. You will have to communicate with customers in a timely manner, whether in-house or public customers. You will help to establish our reputation as a business that offers excellent customer support to all customers. The position will be mainly working with our customers through the drive through window. Collect and update all customer account information on multiples software platforms. Provide detailed and accurate information within established time frames. Responds to customers’ inquiries or issues via phone and email in a timely and accurate way regarding utilities and property tax information. Receives, counts, balances and reports cash, checks and credit card payments daily for utility bills, miscellaneous fees and property taxes, providing receipts to customers. Initiates and completes service order requests/works with meter technicians for installation. Process orders, forms, applications and requests in a timely manner. Research and resolve customer complaints while ensuring customer satisfaction. Knowledge of all job duties in order to provide excellent customer support. Assists customers with property tax and tax freeze applications to ensure information is accurate/enter information into the Tax Relief Application Management System (TRAMS). Coordinates account information with other utility districts. Process mail and payments left in overnight drop box daily. Works closely with Meter Technicians for cutoffs, service orders and meter checks. Process adjustments for customers with leaks. Access and utilize 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. Assists other office personnel and performs other duties as required.

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 effective working relationships with the public and other employees.
• Strong knowledge of Microsoft Office, Word, Excel and PowerPoint.
• Minimum 2-3 years of relevant office experience with strong customer interaction or customer service/customer support experience.

Responsibilities

• Resolving customer inquiries, recommending solutions and providing problem solving techniques.
• Processing and modifying orders.
• Maintaining and recording accurate payment receipts.
• Communicating with customers in a timely manner.
• Establishing a reputation for excellent customer support.
• Collecting and updating all customer account information on multiple software platforms.
• Providing detailed and accurate information within established time frames.
• Responding to customers’ inquiries or issues via phone and email 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/working 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 and entering 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 regarding their daily usage.
• Filing records and performing related work as assigned.
• Assisting other office personnel and performing other duties as required.

What This Job Offers

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