Customer Services Specialist 2
Category: Classified
Pay Grade: C18
Job Code: 17085
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 moderately complex clerical and financial work responding to inquiries regarding utility accounts including but not limited to water, sewer, reclaimed water, utility taxes, and various other utility services; acts as billing agent for municipalities and private industries as well as unincorporated Pinellas County utility customers; addresses inquiries ranging from payment billing, account research, escalated issues, and the application of approved policies and procedures; maintains close contact with multiple areas within Pinellas County government ensuring the billing of various residential and business utility fees.
ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)
- Researches, verifies, updates, and assures the accuracy of information in the customer information system;
- Assist customers with establishing access to the utility’s customer portal;
- May audit, review, and process accounts and perform moderately complex case related functions;
- Answers standard and complex incoming customer phone calls following set standards and expectations while assisting customers with various account activities such as payment application, financial assistance agencies, deferrals, refunds, high bills, etc.;
- Cancels, establishes, and maintains customer accounts in the customer information system;
- Starts and stops water services;
- Researches and verifies property ownership to ensure billing of base charges;
- Maintains and updates names, phone numbers, mailing addresses, and email addresses for customer accounts;
- Performs a variety of tasks related to an automated office environment;
- Processes credit card and e-check payments via phone;
- Performs other related job duties as assigned.
QUALIFICATIONS
Education and Experience:
Two (2) years 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 the principles of government accounting and record keeping procedures pertinent to the area of assignment;
- Knowledge of local, federal, and state regulations, utility rules, and ordinances and procedures as they relate to customer accounts;
- 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 Utilities policies and procedures;
- Ability to analyze accounts, perform computations, 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 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
The work is sedentary work which requires exerting up to 3 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.