Customer Service Specialist III

Customer Service Specialist III - Utilities

Pasco County Utilities is seeking a Customer Service Specialist III to join our dynamic, call center-based customer service team. This role is responsible for delivering high-quality support and information to customers regarding utility services. The position involves resolving inquiries via phone, in person, in writing, and online; processing data; and coordinating with field crews to address service issues.

Essential Job Functions

• Respond to customer inquiries and complaints via phone, email, and in person regarding utility services such as water pressure, outages, main breaks, boil water notices, and hydrant flushing.
• Provide detailed information on procedures, regulations, billing, service areas, permits, and fees.
• Guide customers through troubleshooting steps and online account setup.
• Make outbound calls to customers at risk of disconnection and negotiate payment plans for high-balance accounts.
• Contact customers with high usage to discuss leak detection and billing adjustment programs.
• Accept and process payments via cash, check, money order, and credit card.
• Utilize customer information systems (CIS), asset management software (EAM), and online tools such as the Property Appraiser and Clerk of Court websites.
• Prepare and process records, logs, EFTs, and service applications.
• Perform data entry, update customer records, and generate reports to track departmental goals.
• Dispatch Operations & Maintenance (O&M) crews as needed to address service-related issues.
• May be assigned to various locations within Pasco County.
• Participate in emergency response operations, including extended hours and additional duties during Emergency Operations Center activation.

Knowledge, Skills and Abilities

• Knowledge of standard office methods and procedures.
• Knowledge of County departments, operations, and regulations.
• Knowledge of the County's mission, vision, and core values.
• Ability to maintain records/files accurately and legibly, prepare reports, and correspondence.
• Ability to meet and deal with the public effectively.
• Ability to establish and maintain effective working relationships with employees and the public.
• Ability to communicate effectively via telephone, in person, in writing, and online.
• Ability to make decisions and work without close supervision.
• Ability to operate a personal computer and other office equipment.

Minimum Requirements

Physical Skills/Working Conditions: Ability to communicate effectively using verbal, written, and visual communication. May be required to work different shifts, including nights and weekends.

Education, Training and Experience: High school diploma or equivalent. Minimum of three (3) years of customer service experience involving frequent public contact. Proficiency in using personal computers and customer service telephone systems. Call center experience is highly preferred and recommended, as this role requires strong communication skills, the ability to manage high call volumes, and a commitment to delivering exceptional service in a fast-paced environment.

Licenses, Certifications or Registrations: Must possess a valid Florida driver's license.

ADA Statement: A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act.

Drug-Free Workplace: Pasco County BOCC is a drug-free workplace in accordance with Federal and Florida law.

Emergency Response/Recovery Activities: All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location, and work schedule to fit the needs of the County and its citizens.

Veterans' Preference: Under Section 295.07, F.S., Chapter SSA-7, Pasco County BCC provides to Veterans, that preference in appointment will be given to preference-eligible applicants.

Pasco County was voted one of the nation's top workplaces for 2021.

Benefits

Benefits include:

• Florida Retirement System (FRS) retirement plan
• PTO (Paid Time Off)
• Paid holidays
• Group insurance
• Tuition reimbursement
• Deferred compensation
• Medical leave pool
• Annual medical leave buy-back
• Mid-management/Professional grade, and management personnel may receive 40 hours of admin leave per calendar year.

Effective July 1, 2011, FRS members must contribute 3% of their salary as retirement contributions, on a pre-tax basis (the salary is reduced by the amount of the employee contribution before determining the federal income tax deduction). The employer will automatically deduct the employee contributions.