What are the responsibilities and job description for the Customer Care Specialist position at Ad-Vance Talent Solutions?
JOB TITLE: Customer Service Specialist
LOCATION: Land O'Lakes, Florida
SCHEDULE: Monday thru Friday 8am-4:30pM
PAY RATE: $16.54/HR.
ESSENTIAL JOB FUNCTIONS:
- Respond to customer inquiries and complaints via phone, email, and in person regarding utility services
- such as water pressure, outages, main breaks, boil water notices, and hydrant flushing.
- Provide detailed information on procedures, regulations, billing, service areas, permits, and fees.
- Guide customers through troubleshooting steps and online account setup.
- Make outbound calls to customers at risk of disconnection and negotiate payment plans for high-balance
- accounts.
- Contact customers with high usage to discuss leak detection and billing adjustment programs.
- Accept and process payments via cash, check, money order, and credit card.
- Utilize customer information systems (CIS), asset management software (EAM), and online tools such as
- the Property Appraiser and Clerk of Court websites.
- Prepare and process records, logs, EFTs, and service applications.
- Perform data entry, update customer records, and generate reports to track departmental goals.
- Dispatch Operations & Maintenance (O&M) crews as needed to address service-related issues.
Minimum Requirement:
PHYSICAL SKILLS/WORKING CONDITIONS: Ability to communicate effectively using verbal, written, and
visual communication. May be required to work different shifts, including nights and weekends.
EDUCATION, TRAINING AND EXPERIENCE:
- High school diploma or equivalent.
- Minimum of three (3) years of customer service experience involving frequent public contact.
- Proficiency in using personal computers and customer service telephone systems.
- Call center experience is highly preferred and recommended, as this role requires strong communication skills, the ability to manage high call volumes, and a commitment to delivering
- exceptional service in a fast-paced environment.
LICENSES: Must possess a valid Florida driver's license.
Knowledge, Skills and Abilities
- Knowledge of standard office methods and procedures.
- Knowledge of County departments, operations, and regulations.
- Knowledge of the County's mission, vision, and core values.
- Ability to maintain records/files accurately and legibly, prepare reports, and correspondence.
- Ability to meet and deal with the public effectively.
- Ability to establish and maintain effective working relationships with employees and the public.
- Ability to communicate effectively via telephone, in person, in writing, and online.
- Ability to make decisions and work without close supervision.
- Ability to operate a personal computer and other office equipment.
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