Customer Services Specialist 1
Category: Classified
Pay Grade: C16
Job Code: 17083
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.
JOB SUMMARY
Performs specialized work in a call center environment involving data entry, research, and customer service with a heavy call volume which is monitored and tracked on a daily basis for the Pinellas County Utilities Department. Respond to inquiries regarding utility accounts including but not limited to water, sewer, reclaimed water, utility taxes, and various other utility services. Acts as an information agent for municipalities and private industries as well as unincorporated Pinellas County utility customers.
ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)
- Researches, verifies, updates, and assures the accuracy of information in the customer information system;
- Answers standard customer phone calls following set standards and expectations while assisting customers with various account activities such as payment application, financial assistance agencies, payment deferrals, etc;
- Interprets standard billing information provided on customer accounts;
- Starts and stops water services;
- Maintains and updates names, phone numbers, mailing addresses, and email addresses for customer accounts;
- Processes credit card and e-check payments via phone and the Interactive Voice Response system;
- Performs other related job duties as assigned.
QUALIFICATIONS
Education and Experience:
One (1) year of experience dealing with customer accounts, and utility service problems with practical skills in the use of personal computer applications; or an Associate’s degree, trade school, or vocational training degree, diploma, or certificate that includes training or experience as described above plus one (1) year of experience dealing with customer service inquiries; or an equivalent combination of education, training, and/or experience.
Special Qualifications (May be required depending on area of assignment):
- 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.
- Candidate to demonstrate proficiency, competency, and satisfactory completion of regularly assigned work in an independent manner. Appointing Authority retains discretion to employ an incumbent at this level or advance the incumbent non-competitively or competitively, after a candidate meets the minimum qualifications to an in-line career ladder position within the same organization or department.
- Other knowledge, skills, abilities, and credentials required for a specific position.
Knowledge, Skills and Abilities:
- Knowledge of customer service terminology, grammar, spelling, math, and bookkeeping methods;
- Skill in the application of quality customer service;
- Ability to use and be proficient in computer applications and software;
- Ability to make and apply decisions in accordance with laws, regulations and procedures;
- Ability to analyze accounts, determine amounts due and responsible parties, and prepare related correspondence and documents;
- Ability to understand and follow oral and written instructions and to express oneself clearly and concisely, orally and in writing, and to communicate effectively with internal and external departments, customers, and agencies on often controversial issues;
- Ability to type with reasonable speed and accuracy.
PHYSICAL/MENTAL DEMANDS
This work requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Additionally, the following physical abilities are required:
- Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
- Grasping: Applying pressure to an object with the fingers and palm.
- Handling: Picking, holding, or otherwise working, primarily with the whole hand.
- Reaching: Extending hand(s) and arm(s) in any direction.
- Visual ability: Sufficient to effectively operate office equipment including copier, computer, etc.; and to read and write reports, correspondence, instructions, etc.
- Hearing ability: Sufficient to hold a conversation with other individuals both in person and over a telephone; and to hear recording on transcription device.
- Speaking ability: Sufficient to communicate effectively with other individuals in person and over a telephone.
- Mental acuity: Ability to make rational decisions through sound logic and deductive processes.
- Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
- Repetitive motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
- Standing: Particularly for sustained periods of time.
- Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
WORKING CONDITIONS
Work is performed in a relatively safe, secure, and stable work environment.