Customer Service Specialist

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. Assists customers and the general public providing information on services, and other information. Assists customers with general questions, in person, over the phone and/or by email. Provides educational information and referrals to customer as necessary. Prepares and/or reviews a variety of memorandums, correspondence, reports, public notices, permits and documents as assigned; 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: Union County Water - Customer Service 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 customers concerns, maintains an open mind avoiding assumptions or judgements; asks appropriate questions to thoroughly understand the details and unique circumstances of each situation; evaluates alternatives and offers multiple solutions when possible to resolve issues; and de-escalate emotional contact between the department and its customers 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 upon customer feedback and/or knowledge/understanding 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. MINIMUM QUALIFICATIONS Education and Experience: 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 Education and Experience: 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. 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. However, if the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work. 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. #J-18808-Ljbffr