Customer Service Specialist

The purpose of this classification is to perform specialized administrative work while providing customer service for customers within assigned department, to include serving and assisting customers, establishing/maintaining accounts, receiving payments, generating work orders, processing related documentation, maintaining departmental databases, communicating with other organizations and meeting all mandated guidelines.

The following duties are normal for this position.  These are not to be construed as exclusive or all-inclusive.  Other duties may be required and assigned.

Coordinates daily work activities of assigned duties: Confers with supervisor to obtain direction regarding work assignments and priorities; organizes tasks in order to complete assigned work; monitors status of work in progress; confers with co-workers, assists each other with complex/problem situations, and provides technical expertise; assists with training and instructing co-workers regarding operational procedures and proper use of equipment. 

Performs complex research of department files, database records, electronic data records, or other sources as necessary; analyzes information to better assist customers. 

Operates a computer to enter, retrieve, review or modify data; performs data entry functions by keying data into computer; verifies accuracy of entered data and makes corrections; utilizes word processing, spreadsheet, database, case management, calendar, internet, e-mail or other programs.

Performs customer service functions; answers telephone calls, responds to emails, responds to faxes,  and assists customers in person; ascertains nature of business, directs callers/visitors to appropriate personnel, and records/relays messages; retrieves messages from voice mail or answering machine; initiates and returns calls as necessary, provides assistance and information related to applicable services, accounts, procedures, forms, fees, problems, or other issues; assists customers with service requests; responds to questions, complaints, or requests for specific service(s); researches problems and initiates problem resolution and completes the research cycle to return call to customer; and assists in resolving issues involving upset customers. 

Establishes and maintains customer accounts; receives applications for service; sets up new accounts in computer following current county or departmental policy; updates account information as appropriate; receives and records deposits; coordinates payment arrangements; prepares various account adjustments. 

Receives moneys in payment of a variety of deposits, bills, or other fees/services; records transactions and issues receipts; posts payments to proper account on computer; prepares daily deposit reports; maintains cash drawer and balances revenues.

Maintains spreadsheets and updates databases with current information as assigned and including balance request, disconnect list, leak adjustments; enters information from orders or other data sources into spreadsheet and database; enters the results from service tests and inspections into spreadsheet.

Maintains file system of various files/records for the department/division; prepares and sets up files; sorts/organizes documents to be filed; files documents in designated order; retrieves/replaces files;

Performs general/clerical tasks, which may include answering telephone calls, typing documents, making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail. 

Processes a variety of documentation and complaint questions associated with department/division operations, per established procedures and within designated timeframes receives, reviews, records, types, and/or distributes documentation; enters data into computer systems; logs, tracks, or maintains records regarding department activities; compiles data for further processing or for use in preparation of department reports; maintains computerized and/or hardcopy records.

Prepares or completes various forms, reports, correspondence, work orders, deposit reports, receipts, invoices, renewal notices, cash balance reports, account reports, or other documents. 

Receives various forms, reports, correspondence, payments, applications, refund requests, customer account records, invoices, policies, procedures, regulations, manuals, directories, reference materials, or other documentation; reviews, completes, processes, forwards or retains as appropriate. 

Operates a personal computer, fax machine, copy machine, general office equipment, or other equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, e-mail, Internet, or other computer applications; performs basic maintenance of computer system and office equipment, such as backing up data, replacing toner, or refilling paper. 

Communicates with supervisor, employees, other departments, contractors, customers, the public, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems. 

Performs basic maintenance of computer system and general office equipment, such as backing up data or replacing paper, ink, or toner; coordinates service/repair activities as needed.

Maintains confidentiality of departmental documentation and issues.

ADDITIONAL FUNCTIONS 

Provides assistance to other employees or departments as needed; performs other related duties as required. 

Assignment to Water & Sewer Department may include the following additional duties:

Collects and reviews the necessary information to sell new meters to the public and to builders.  Reviews final plat to determine correct address and location of meter; works closely with Water Engineering division to ensure all fees have been assessed and paid for each project.  

Maintains hydrant meter inventory in front office for rental, billing, and repairs. Prepares and gathers proper information to be sent to billing. 

Performs special projects such as research into original meter purchases; sewer capacity purchases; account research; comparisons of data for different customer classes; water or sewer availability; revisions/updates to various manuals, regulations and program documentation as assigned.

Performs basic maintenance and updates to customers information within the online payment portal guiding them on directions for auto pay, updating information, printing invoices. 

Performs and maintains service request in the Asset Management System by entering and updating these requests.

Generates work orders for submission to utility maintenance staff and places return call to customer with status advisement; completes and files work orders; completes computerized service orders for taps and service connections; communicates with appropriate staff members regarding status of work orders, distributes work orders for repair/replacement of equipment, service connection/disconnection, transfers, or other services.

Generates service disconnection lists: tracks payments to update disconnection list throughout the day; notifies supervisor at end of collection day of information to be forwarded to answering service regarding services not to be reconnected after-hours; tracks NSF payments and updates customer utility account with appropriate charges related to disconnect and NSF status. 

Assists in coordinating activities of Meter Division; assists in assigning route and sequence numbers to new accounts for data entry; maintains database of purchased meters, installed meters, and uninstalled meters; dispatches service requests and distributes work orders; reviews completed work orders and meter applications; assists in   loading/unloading meter reading data to/from handheld computer devices.

Maintains accounts with receivable and collections activities daily; prepares and mails collection letters for closed accounts with outstanding balances. Maintains and updates information on accounts sent to collection agency and bankruptcies.

Uses Advanced Metering Infrastructure (AMI) system.   Operates at a high level of technical proficiency with the AMI system to utilize a large amount of data and information that will be available to customers and staff to measure, collect and analyze water usage. Trains customers how they can use the AMI system to pull information, set alerts and trouble shoot usage patterns.  

High school diploma or GED; supplemented by two (2) years previous experience and/or training involving customer service, utility billing, accounts receivable, general office work, data entry, and personal computer operations; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Typing speed of 30 wpm preferred.