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.

• 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.

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…