Customer Service Specialist

$38,896 - $50,565/Yr

Seminole County Government - Sanford, FL

Full-time - Entry Level

Sanford, FL

About the position

The Customer Service Specialist is responsible for delivering exceptional customer service to the public through various communication channels, including in-person, mail, telephone, and email. The role involves resolving customer inquiries, processing payments, and ensuring compliance with accounting standards. The specialist must maintain a high level of accuracy in handling customer accounts and transactions, contributing to the overall efficiency of the utility services provided.

Responsibilities

• Provide effective and efficient customer service using proactive techniques to resolve issues on the first call.
• Answer customer inquiries and resolve complaints related to utility billing by analyzing and providing adequate information.
• Educate customers on rate structures, conservation tips, deposit requirements, billing methods, and utility policies.
• Interact with customers and coordinate with utility field operations to investigate unauthorized utility usage.
• Process new utility service applications and stop service requests, verifying documentation and collecting deposits.
• Accurately process and post payments to customer accounts and balance daily payment totals.
• Electronically process check payments for efficient bank deposits.
• Verify and process AutoPay enrollment forms for accuracy and completeness.
• Maintain databases, files, and documents, tracking service requests.
• Process customer adjustment requests for high consumption due to various reasons according to policy.
• Perform financial transactions, including processing payments and managing customer accounts.
• Coordinate with outside agencies for utility account payments and perform collection efforts on delinquent accounts.
• Handle emergency calls and dispatch field personnel for urgent issues, maintaining radio contact for updates.
• Manage a large volume of mailed payments.

Requirements

• High School Diploma or GED and three years of experience in an office environment providing customer service.
• Excellent verbal communication and customer service skills.
• Knowledge of Business English, spelling, punctuation, and general office processes.
• Skilled in operating a personal computer and office equipment.
• Proficiency in Windows, Outlook, Works, Excel, and Microsoft Word; knowledge of SunGard Naviline System is a plus.
• Ability to communicate effectively with utility customers in person, by phone, and via email.
• Ability to analyze and evaluate data and maintain accurate records.
• Must possess and maintain a valid Florida Drivers License.

Nice-to-haves

• Experience with utility billing systems.
• Familiarity with customer service best practices in a utility environment.

Benefits

• Salary range of $38,896.20 - $50,565.06 annually based on qualifications and licensure.