Customer Service Representative

General Statement The Senior Customer Service Specialist (SCSS) is responsible for the compassionate delivery of an advanced level of customer service and care. The SCSS performs routine duties which include assisting customers in person, on the phone, or via email, maintaining customer accounts, performing clerical work, and processing bills. The CSS must exercise good judgment, independent thinking, and personal initiative. Essential Functions ESSENTIAL FUNCTIONS Exhibits advanced 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. Proactively identifies problems and opportunities, and applies sound judgment offering alternative solutions to improve service quality. Ability to engage in independent decision-making techniques while performing various job duties simultaneously. Works cross-functionally to understand account history and billing practices. Demonstrates advanced communication skills by speaking clearly, using appropriate vocabulary and grammar; in writing concise, grammatically correct correspondence and notes, with strong typing and writing skills for clear messaging; always maintaining a positive, empathetic approach. Actively listens and acknowledges each customers concerns, maintains an open mind avoiding assumptions or judgments; 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. Interprets and applies all applicable statutes, ordinances, policies and procedures. Performs other related duties as assigned. POSITION SPECIFIC FUNCTIONS: Water – Fiscal Management Acts as the main liaison between builders, Engineering, and Customer Care to ensure their inquiries are handled promptly and ensure the builders are guided through the development process as smoothly as possible. Processes all builder/developer fees (including commercial accounts). Corresponds directly with requestors, including builder representatives, developers, etc. by providing quotes and answering inquiries. Sends all fee quotes (excluding irrigation tap/meter add-ons for existing accounts) for System Development Fees (SDF) (including commercial properties). All miscellaneous questions builders may have– to include high use call notices, questions regarding SDF review, contact for uncashed checks for builders. Qualifications MINIMUM QUALIFICATIONS Education And Experience: High School Diploma or an acceptable equivalency diploma (GED), and four (4) year 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. Licenses Or Certifications: None Specified. Special Requirements: Verifiable 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 a water and/or wastewater utility. Special Requirements: Intermediate-level skills with Microsoft Office products (MS Outlook, Word, Excel, etc.). Supplemental Information 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. INSURANCE PROGRAMS HEALTH INSURANCE All full-time employees and their eligible dependents can participate on the first day of the first full month of employment. You must sign up for coverage within your first 30 days of employment or wait until the annual enrollment period. Preventative Care Coverage Prescription Coverage Health & Wellness Center available exclusively to Union County employees, spouses and dependents covered under the health plan. DENTAL INSURANCE All full-time employees and their eligible dependents can participate on the first day of the first full month of employment. You must sign up for coverage within your first 30 days of employment or wait until the annual enrollment period. LIFE INSURANCE Basic Term life Insurance in the amount of one times the annual salary is provided for all full-time and benefitted 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. FINANCIAL PROGRAMS RETIREMENT Membership in the North Carolina Local Government Employees Retirement System is a requirement for all full-time and benefitted part-time employees. Employees contribute six percent (6%) of their annual compensation before it is taxed. If you leave County service before retirement, you may withdraw your retirement contributions or elect to freeze your contributions in anticipation of future local government employment. If you have five (5) years of service, you are 100% vested in the NCLGERS. NC401(k) The NC401(k) supplemental retirement program is available to full-time and benefitted part-time employees. The County establishes this 401(k) account for each eligible employee and makes a five percent (5%) contribution based on biweekly earnings. Employees may elect to make voluntary contributions through payroll deduction. 457 DEFERRED COMPENSATION The 457 Deferred Compensation program is available to all employees through payroll deduction. Deferred compensation is a voluntary investment plan to supplement retirement income and to defer taxable income. FLEXIBLE SPENDING ACCOUNTS Options are available to regular full-time and benefitted part-time employees who wish to use pre-tax dollars for eligible medical, pharmacy, dental, vision, and daycare expenses. The Flex Debit Card program gives you instant access to your account funds. Health Care Spending Account -- Section 125 of the IRS Code allows yearly voluntary enrollment to set aside pre-tax dollars for eligible health care expenses. Dependent Care Spending Account -- Section 125 of the IRS Code allows yearly voluntary enrollment to set aside pre-tax dollars for eligible dependent care expenses. DIRECT DEPOSIT Deposit of your paycheck will be made to checking or savings accounts in a bank of your choice. TRUIST No Overdraft Fees $100 Negative Balance Buffer Online and Mobile Banking with Bill Pay. LEAVE PROGRAMS VACATION LEAVE Vacation leave is accrued based on creditable years of service in the Local Government Employees Retirement System. SICK LEAVE For full-time County employees, sick leave accrues at eight (8.0) hours per month. Benefitted part-time employees accrue prorated sick leave based on a percentage of the full-time rate. Your unused sick leave balance can be applied as creditable service toward a service retirement under the guidelines of the NCLGERS. SICK LEAVE TRANSFER FROM OTHER AGENCIES Unused sick leave earned from another North Carolina Governmental Agency and/or entity, will be accepted and transferred to the County as follows: twelve (12) sick leave days will be transferred and added to the employees active sick leave balance after completion of six (6) months of employment. The remaining balance of sick leave documented for transfer at the time of employment will be recorded in the employees permanent personnel file. On the fifth anniversary of employment with the County, the remaining balance of transferred sick leave will be added to the employees active sick leave balance. HOLIDAYS There are 13 County recognized holidays (includes 3 days for Christmas) per year with 1 floating holiday available. MILITARY LEAVE Annual Training - 10 paid workdays granted. Active Duty - 20 paid workdays granted. CIVIL LEAVE Paid leave is provided to full-time or regular part-time County employees called for jury duty or as a witness of the court for the federal or state government, or a subdivision thereof. FAMILY & MEDICAL LEAVE ACT Federal law provides job protection and continuation of existing paid health insurance during 12 weeks of leave, paid or unpaid, to an eligible employee for qualifying events. These events can include birth or adoption, and serious illness of an immediate family member, or of the employee. PAID PARENTAL LEAVE Parental Leave provides the employee paid leave for the first eight weeks of approved FML for the birth of a son or daughter, or placement with the employee of a son or daughter for adoption or foster care. ADMINISTRATIVE LEAVE Educational Leave is available to regular full-time and benefitted part-time employees when participating in a job-related, short course, such as an update, not to exceed ten (10) consecutive working days. VOLUNTEER TIME OFF Volunteer Time Off will provide employees with 16 hours of paid time per calendar year to volunteer at approved Union County community partner agencies. OTHER PROGRAMS EMPLOYEE ASSISTANCE PROGRAM The Employee Assistance Program is open to all employees and their dependents. It is a confidential service provided at no cost to the employees of the County. EAP provides certified counselors who administer assessment and brief therapy to employees who want help with a variety of personal and work-related issues such as stress, parenting concerns, grief, alcohol/drug use, family problems, financial concerns, and work-related problems. AQUATIC AND FITNESS CENTER We believe that staying healthy is more than just exercising regularly and eating well. Individual and family discount membership and monthly dues are available to full-time and benefitted part-time employees through payroll deduction. NATIONAL COLLEGE SAVINGS PROGRAM The National College Savings Program is open to all employees. The Program is designed to provide certain tax advantages, encourage and faciliti 01 How many years of customer service experience do you have? None 1 to 2 years 3 to 4 years 5 years or more 02 Describe your experience working in a customer service environment. 03 Please Indicate Your Level Of Proficiency With Microsoft Word: Beginner Intermediate Advanced 04 Please Indicate Your Level Of Proficiency With Microsoft Excel: Beginner Intermediate Advanced Required Question #J-18808-Ljbffr