Customer Relations Specialist -III; Career Path

Posting will close once 50 applications are received

The purpose of this classification is to provide optimal front-line services to customers and citizens performing billing and collection activities for various billed services. Employees in this classification are eligible for noncompetitive career path advancement to Customer Relations Specialist II after meeting the established career path advancement requirements.

The following duties and functions, as outlined herein, are intended to be representative of the type of tasks performed within this classification. They are not listed in any order of importance. The omission of specific statements of the duties or functions does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.

Other duties may be required and assigned.

Professionally greet the public, actively listen, and take care of customer’s needs by providing and delivering prompt, professional, helpful assistance to customer requests, concerns, needs, and complaints regarding their utility services.

Ability to establish and maintain effective relationships with employees, supervisors, city officials, and the general public.

Review customer accounts, file documents, distribute utility billing mail/correspondence, service related requests and work orders daily.

Handles customer inquiries in accordance with the company’s guidelines and policies.

Maintains and updates billing system records through daily work activities.

Prepares utility accounts for monthly billing, this includes analyzing reports for exceptions, and taking corrective action to ensure proper billing.

Perform other work as assigned.

Answers the phone and provides assistance at the front counter by answering questions and providing information, researching billing or other data. Accurately and expeditiously receives and dispatches messages and information to the appropriate individuals via radio communication device.

Ability to understand and discuss billing questions, complaints and concerns with customers in a professional, polite, and calm manner.

Utilizes Property Appraiser system and other resources or records to verify addresses, map locations, to verify ownership, service area, and services needed. Processes lien searches for outstanding balances.

Familiar with basic aspects of customer service including billing, payments, credit arrangements, adjustments, service requests, meter information, rate schedule changes, engineering, sanitation collection and construction activities.

Uses utility billing and other computer programs to research problems concerning customer account balances and water consumption.

Performs clerical work as needed including typing correspondence, completing forms, filing, inquires on returned mail, and contacting customers.

Efficiently utilizes the software system to update customer information, generate work orders. Accurately and expeditiously receives and delivers printed documents into the Laser Fiche software system utilizing scanning hardware.

Ability to communicate information tactfully and impartially, to employees, other departments, contractors, engineers, utility companies, vendors, outside agencies, the public, and other individuals using our e‑mail platform.

Coordinates the set‑up of new service accounts; processes initial deposits.

Reviews customer account applications, service changes, delinquent accounts and work orders.

Prepares adjustment requests to credit and debit customer accounts.

Processes lien searches for outstanding balances.

Dispatches calls for water leaks and other utility system investigations; assists field staff with questions and account information.

Utilize software system to check status of Solid Waste routes.

Listens to and understands customer concerns. Receives work orders identifying problem or issue. Contacts or meets with customers regarding sanitation services. Resolves customer complaints within operational and code requirements. Coordinates resolution of all customer service complaints regarding waste containers.

Utilizes the GIS mapping tool to look up sanitation service…