- Comprehensive medical coverage at a low cost:
- Benefits package includes health, vision, prescription, dental, life insurance, disability, and Flexible Spending Account (FSA) options
- Florida Retirement System (FRS): Choose the Investment Plan or Pension Plan
- Generous leave time including 9 to 11 paid holidays, 2 floating holidays, 2 personal days (pro-rated), and 15 days of annual leave the first year
- Tuition reimbursementup to $2, per year
- Wellness Program including a Wellness Center, gym discounts, and classes.
- Deferred compensation plans from four providers
- To learn more, see What We Offer
- Researches, verifies, updates and assures the accuracy of information in the customer information system.
- Answers 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.
- Interprets billing information provided on customer accounts and applies appropriate procedures as needed.
- Cancels, establishes, and maintains customer accounts in the customer information system.
- Researches and verifies property ownership to ensure billing of base charges.
- Explains the Utilities Department and other municipalities' rate schedules in a clear and understandable manner.
- Maintains and updates 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.
- Performs a variety of tasks related to an automated office environment.
- Processes credit card and e-check payments via phone.
- Prepares reports and performs special projects as required Performs related work as assigned or required.
- 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.
- Previous call center experience.
- Bi-lingual in Spanish, French, and/or Vietnamese.
- 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.
- Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
- Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
- Grasping: Applying pressure to an object with the fingers and palm.
- Handling: Picking, holding, or otherwise working, primarily with the whole hand.
- Reaching: Extending hand(s) and arm(s) in any direction.
- Visual ability: Sufficient to effectively operate office equipment including copier, computer, etc.; and to read and write reports, correspondence, instructions, etc.
- Hearing ability: Sufficient to hold a conversation with other individuals both in person and over a telephone; and to hear recording on transcription device.
- Speaking ability: Sufficient to communicate effectively with other individuals in person and over a telephone.
- Mental acuity: Ability to make rational decisions through sound logic and deductive processes.
- Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
- Repetitive motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
- Standing: Particularly for sustained periods of time.
- Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
- Work is performed in a relatively safe, secure, and stable work environment.
Customer Services Specialist - Clearwater, United States - Pinellas County FL
Description
Customer Services Specialist
Classification Title: Customer Services Specialist, C18
Location: 14 South Fort Harrison Avenue, Clearwater, FL
Work Schedule: Some remote work
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.
Our benefits rank among the top in the area
Medical Plan Premiums
Choose from two medical plans which offer the same low premiums and include medical care, prescription coverage, behavioral/mental health and vision care.
Coverage
Biweekly Cost
Employee Only
$13.09
Employee and Spouse or Domestic Partner
$.16
Employee and Child(ren)
$.60
Family
$.67
Essential Functions
Position Specific Requirements
Experience - Working with administrative matters, customer accounts, and utility service problems with practical skills in the use of personal computer applications.
Highly Desirable
Knowledge, Skills and Abilities
Physical/Mental Demands
The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Additionally, the following physical abilities are required:
Working Conditions