Customer Engagement Specialist

Location: 14 South Fort Harrison Ave, Clearwater, FL

Schedule:
Monday - Friday 7:00 a.m.

- 3:30 p.m. And 9:00 a.m.

- 5:30 p.m. (Monthly Shift Changes, Occasionally Weekend Shifts)

If you enjoy working in the field, solving problems and assisting customers with questions, you will fit right in with Pinellas County Utilities.

This position is a field-based role that focuses on high-level problem solving and customer relationship management within the Utilities Department’s Business and Customer Services area. The role requires extensive work out in the field, not in an office setting. The successful candidate will conduct on‑site customer engagement activities, responding both proactively and reactively to customer requests related to Pinellas County Utilities (PCU) services.

This includes visiting customer properties to investigate issues, provide explanations, and carry out simple field assessments. The role also involves using Utilities software systems (such as SAP, Beacon, Water Smart, ESRI [GIS], and City Works) to identify abnormal or notable activity at customer properties and coordinating proactive follow-up in the field. The candidate will train and guide Customer Engagement Team members, maintain direct public contact after customer complaints, and support team operations through field-based coaching and assistance.

The successful candidate will be responsible for training and managing all proactive engagement with the customer as identified within the Utilities software (currently SAP, Beacon, Water Smart, ESRI [GIS], City-Works) that depict abnormal and other relative activities at the customer’s property. Additionally, they will maintain public contact after receiving complaints and making simple investigations and explanations, provides guidance, training, and assistance to the Customer Engagement Team.

• Receives and responds to inquiries, concerns, complaints, and requests for assistance regarding areas of responsibility;
• Researches Advanced Metering Infrastructure (AMI) water and reclaimed water meters actively utilizing SAP S4/ HANA, Beacon, Water Smart, ESRI (GIS), City Works;
• Resolves issues with AMI water meter Alerts, e.g., cellular endpoint device tampering (no communication within 48 hours), no recent endpoint communication (readings can’t be obtained), meter/encoder alarms (potential encoder removed, or reached temp limit), and encoder communication error (communication error between encoder and endpoint);
• Investigates and reports water theft;
• Attends meetings, workshops, training, etc., as appropriate to enhance job knowledge and skills;
• Inspects meter conditions in the field as necessary: functionality issues, reads meters and conducts meter flow/consumption tests;
• Participates in field activities such as move-in reconnections, move-out’s, terminations and customer requested disconnects/reconnections;
• Performs field investigations, e.g., high bills, meter to property, covered meters, locating devices, and re-reads per customer request;
• Researches and resolves customer problems that cannot be resolved by other customer service staff;
• Performs other related duties as assigned.

• High school diploma or GED that includes one (1) year of experience in public contact related work or outdoor field work; or
• One (1) year of post high school technical or college level courses; or
• An equivalent combination of education, training, and/or experience.
• Florida Driver's License or Florida Commercial Driver’s License and endorsement, if any.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
• Sufficient physical strength and agility to permit walking or driving all day under varying weather conditions.
• Other knowledge, skills, abilities, and credentials required for a specific position.

When you join Pinellas County, you’re not just taking on a job—you’re investing in your future. We believe in supporting our employees with exceptional benefits that help you thrive both professionally and personally. Here’s why our benefits stand out as some of the best in the area:

• Comprehensive Benefits Package:
  Enjoy affordable medical, dental, vision, life insurance, flexible spending accounts, and more that meet the needs of you and your family.
• Florida Retirement System (FRS):
  Secure your financial future with a robust retirement plan that gives you peace of mind as you plan for tomorrow.
• Generous leave time:
  Take advantage of time off to recharge and enjoy life outside of work.
• Wellness Program:
  Access to county gyms 24/7 and wellness programs as part of our commitment to employee wellness.
• Deferred compensation:
  Build your savings and plan for the future with flexible deferred compensation options tailored to your financial goals.
• To learn more, see What We Offer