Customer Service Specialist

General Statement The Customer Service Specialist performs routine duties which include clerical work, assisting customers in person, on the phone, or via email, maintaining customer accounts, data entry, performing clerical work, and processing bills. Employees must exercise good judgment, independent thinking, and personal initiative. Essential Functions Assists customers and the general public providing information on services. Assists customers with general questions in person, over the phone and/or by email. Provides educational information and referrals to customers as necessary. Prepares and/or reviews a variety of memorandums, correspondence, reports, public notices, permits and documents; completes various forms; prepares and distributes reports for review and use; prepares and maintains a variety of forms used by an assigned department or division. Performs other related duties as assigned. Position-Specific Functions Exhibits thorough knowledge of principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Promptly responds to customer inquiries, and provides information to customers and the general public in a professional manner through various channels of communication. Effectively and efficiently communicates orally and in writing, always maintaining a positive, empathetic approach. Actively listens and acknowledges each customer's concerns, maintains an open mind avoiding assumptions or judgments, asks appropriate questions to thoroughly understand details and unique circumstances, evaluates alternatives and offers multiple solutions when possible to resolve issues and de-escalate emotional contact to provide a positive customer experience. Establishes and maintains utility accounts and accurately updates all account information, remarks, notes and comments. Assists customers with understanding billed water and/or sewer charges and credits, and educates customers in the use of all payment options. Collects payments of miscellaneous fees and applies to appropriate accounts in compliance with cash handling procedures. Requests refunds and/or credits for processing. Prepares, distributes, and completes work orders, including meter installations, new services, start/stop services, disconnection and reconnection of services, and investigations. Recommends changes/improvements in processes and procedures based on customer feedback and/or knowledge of the organization’s vision and mission, management’s expectations, and day-to-day operations. Interprets and applies all applicable statutes, ordinances, policies, and procedures. Qualifications Minimum Qualifications High School Diploma or an acceptable equivalency diploma (GED), and one (1) year of customer service experience involving direct customer contact, high-volume telephone and email traffic, and/or dispute resolution in a service industry or call center environment; or equivalent combination of education and experience. Special Requirements Basic computer skills and familiarity with common software including Microsoft Office products (MS Outlook, Word, Excel, etc.). Preferred Qualifications Associate’s degree and three (3) years of customer service experience involving direct customer contact, high-volume telephone and email traffic, and dispute resolution in the service industry or call center environment. Preferred Special Requirements Intermediate-level skills with Microsoft Office products (MS Outlook, Word, Excel, etc.). Physical Demands Must be physically able to operate a variety of machinery and equipment including computers, printers, copiers, facsimile machines, calculators, etc. Must be able to exert up to 30 pounds of force occasionally, and/or a negligible amount of force constantly to move objects. Physical demand requirements are in excess of those for Sedentary Work. Light Work usually requires walking or standing to a significant degree. Work Environment Work is performed in a dynamic environment that requires the need to be sensitive to change and responsive to changing goals, priorities, and needs. Insurance Programs Health Insurance All full‑time employees and their eligible dependents can participate from the first day of the first full month of employment. Employees must sign up for coverage within the first 30 days of employment or wait until the annual enrollment period. Includes Preventative Care Coverage and Prescription Coverage. Dental Insurance All full‑time employees and their eligible dependents can participate from the first day of the first full month of employment. Life Insurance Basic term life insurance in the amount of one times the annual salary is provided for all full‑time and benefited part‑time employees. Additional coverage for life insurance (Accident, Cancer, Long Term and Short Term) is available for purchase through payroll deduction for the employee and eligible dependents. Retirement NC Local Government Employees Retirement System Membership is required for all full‑time and benefited part‑time employees. Employees contribute six percent (6%) of their annual compensation before it is taxed. Financial Programs NC401(k) Supplemental retirement program available; County establishes each eligible employee’s 401(k) account and makes a five percent contribution based on bi‑weekly earnings. 457 Deferred Compensation Available to all employees through payroll deduction. Flexible Spending Accounts Options are available to regular full‑time and benefited part‑time employees utilizing pre‑tax dollars for eligible medical, pharmacy, dental, vision, and daycare expenses. Banking Direct deposit of paycheck into chosen bank. Truist provides no overdraft fees, $100 negative balance buffer, and online/mobile banking with bill pay. Leave Programs Vacation Leave Accrued based on creditable years of service in the Local Government Employees Retirement System. Sick Leave Full‑time employees accrue eight hours per month; part‑time employees accrue prorated sick leave. Other Leave Multiple federal, military, civilian, and family & medical leave options exist as specified. Volunteer Time Off Provides employees with 16 hours of paid time per calendar year to volunteer at approved Union County community partner agencies. Employee Assistance Program Open to all employees and their dependents; provides confidential counseling for personal and work related issues. Aquatic & Fitness Center Individual and family discount membership and monthly dues available through payroll deduction. National College Savings Program Program provides tax advantages and facilitates saving for eligible employees. #J-18808-Ljbffr