Customer Service Specialist

Job Summary Provides technical assistance and information to customers with specific utility problems, either in person or by telephone. Employees at this level engage in a wide range of public service contacts regarding account inquiries, utility service, various service rates, policies, and procedures. Employees assigned to this class may be assigned to the call center handling telephone inquiries, the lobby center assisting walk-in customers, the collections section or the research section. The work requires extreme tact and courtesy in handling customers and independent judgment is required to make moderately complex decisions. Work is generally performed independently and requires frequent decision-making within established policies and procedures. Essential Job Functions Responds to incoming calls and visits from residential and commercial customers inquiring about status of accounts, account balances, past due amounts, delinquent accounts, balances from previous accounts, payment extensions, payment arrangements, high consumption, and other account inquiries. Prepares delinquent/shut-off listing including deduction of depository, provides account status via radio contact with field technicians for customers with updated payments, and verifies shut-off listing to ensure payments have not been received. Updates the account status into a computer terminal, entering any changes, arrangements, payments, etc. Investigates accounts when charitable agencies make inquiries for payment purposes, makes required arrangements on these accounts for agencies guaranteed payments, makes account adjustments for customers for misread meters, leaks, etc., and processes payment transfers and payment corrections, when applicable. Evaluates and researches account inquiries and transfers or terminates service at customers request after proper verification. Quotes fees for water and sewer service, water taps, sewer taps, sewer and water impact fees, and commercial and residential sanitation collection fees. Calculates fees for sewer and water rates; sets up new customers; closes out accounts; and issues work orders. Establishes and processes new accounts and reinstates disconnected service to accounts. Issues work orders for initial and final reads, re-reads, crossed meters, and meter flow tests. Establishes customer service for sanitation collection and explains rules, regulations, and procedures. Issues work orders for special trash pick up quoting additional charges for service. Prepares a variety of correspondence, upon customers' inquiries, i.e., name change, deposit relinquish, final balances, re-reads, account printouts, sanitation variances, and senior citizens discounts; completes a variety of customer contracts. Maintains a high level of organizational skills in order to work efficiently in a fast paced and constantly changing environment. Uses multi-tasking skills throughout the day to take care of customers and maintain ECUA processes. Speak, understand, read, and write a second language fluently (as specified, other than English); assists non-English speaking customers to address and resolve his or her issue. All other duties as assigned. Minimum Qualifications High school diploma or equivalent. (Educational documentation will be required upon offer of employment.) A minimum of two years of experience in a customer service role is preferred. Experience in a formal customer service call/contact center is preferred but not required. Three or more years of experience in customer service, public-facing service, or a related customer service environment is highly desirable. Experience must include providing service to a diverse customer base; handling a high volume of customer inquiries, requests, or transactions; obtaining and evaluating pertinent information; identifying and analyzing customer needs, problems, or situations; exercising independent judgment to determine the appropriate action; and effectively implementing or communicating solutions. Qualifying experience may be gained in a variety of customer service environments, including but not limited to call/contact centers, utilities, retail, banking, hospitality, healthcare, government, or other public-facing service organizations. Must have a moderate level of proficiency using a computer to perform daily job functions. Experience using the AS400 is preferred. Experience with a utility provider is desired. Any combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job. Employment offers to all new hires are contingent upon the job candidates successfully passing background, motor vehicle and reference checks, drug screening, and post job offer physicals (that may include pulmonary testing). All applicants are subject to physical assessments as required by job. A call center is a central office staffed by agents dedicated to handling large volumes of customer contacts by telephone. Call centers generally focus on processing incoming calls, but may handle outgoing calls as well. Physical Requirements/Working Environment Work in a high volume/stressful environment. While performing the essential functions of this job the employee is regularly required to sit for extended periods of time, move about in a typical office setting, use hands to finger, handle, or feel, and reach with hands and arms. While performing the essential functions of this job the employee is regularly required to work in a typical office setting, use standard office equipment, read printed material and a computer screen, and communicate in person and over the telephone. The incumbent's working conditions are typically moderately quiet. Knowledge, Skills, and Abilities/Supplemental Information Standard office practices, procedures, and equipment Basic principles and practices of clerical accounting, billing, collections, and adjustments Assisting customers courteously and diplomatically Record keeping practices and procedures Posting payments to accounts and performing mathematical computations with speed and accuracy Skill In Verbal and written communication Problem Solving Multi-tasking Dealing courteously and diplomatically with the general public Making mathematical calculations Expressing oneself clearly and concisely with particular skill in telephone communication Typing and operating a computer keyboard Performing a variety of tasks daily - using various computer programs and functions Maintaining a high level of organization throughout the day Abilities Listen to customer problems, extract relevant information, research and gather pertinent information, determine proper course of action within established policy and procedure and implement problem resolution Add, subtract, multiply, and divide whole numbers. Accurately compute fractions and percentages Deal with problems involving several concrete variables in standardized situations Equal Opportunity Employer/Veterans' Preference ECUA is an Equal Employment Opportunity Employer and does not discriminate on the basis of race, color, religion/creed, sex, national origin, disability/handicap, age, marital status, veteran status, or any other legally protected criteria. ECUA provides reasonable accommodations to applicants with disabilities on a case-by-case basis. If you need a reasonable accommodation for any part of the application and hiring process, please contact the Human Resources Department. ECUA proudly supports veterans, military spouses, and their families. We recognize your unique skills and sacrifices and are committed to helping you build a rewarding career in public service. A Veterans' Preference shall be awarded to preference-eligible applicants in accordance with Florida law. ECUA offers competitive benefit choices for full-time employees and their dependents. Benefits Include, But Are Not Limited To 10 Paid Holidays Annual and Sick Leave Health, Dental, Vision, Life & Disability Insurance Florida Retirement System (FRS) Pension Plan and Investment Plan options Deferred Compensation Retirement Savings Plans Tuition Reimbursement Program Employee Assistance Program (EAP) Company-supplied Uniforms (for qualifying positions) #J-18808-Ljbffr Emerald Coast Utilities Authority