This is 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. The Utilities Department acts as billing agent for municipalities and private industries as well as unincorporated Pinellas County utility customers. Customer inquiries will range from payment billing, account research, escalated issues, and the application of approved policies and procedures. Work at this level requires close contact with multiple areas within Pinellas County government ensuring the billing of various residential and business utility fees. The employee is expected to exercise a high degree of independent judgment based on experience and knowledge of department operations. Deviations from standard policies and procedures are referred to a higher level for decision. This is a service-oriented position, which provides information to the general public, various Utilities Department sections, and associated organizations in response to inquiries.
The Customer Services Specialist is accountable for the response and resolution to inquiries (from any source) regarding payments, account research, escalated issues, and the application of approved policies and procedures. The contact center handles contacts (ranging from simple to complex) regarding utilities services (water, sewer, reclaimed water, taxes and various other services) provided by Pinellas County and 11 other municipalities and 2 private companies.
This is a highly responsible position within the organization, maintaining all internal/external customer relations and issues. A significant portion of revenue is generated through this department by establishing and maintaining customer accounts and by being a goodwill ambassador to the organization of PCU.
Minimum Qualification Requirements
2 years’ experience dealing with administrative matters, customer accounts, utility service problems with practical skills in the use of personal computer applications; or
Associate’s degree, trade school, or vocational training degree, diploma, or certificate that includes experience dealing with administrative matters, customer accounts, utility service problems with practical skills in the use of personal computer applications; or
An equivalent combination of education, training, and/or experience.
Call Center Experience.
Bi-lingual in Spanish and/or French
Illustrative Tasks (These are examples and are not all inclusive.)
Researches, verifies, updates and assures the accuracy of information in the customer information system.
Answers customer phone calls following set standards and expectations while assisting customers with various account activities such as payment application, financial assistance agencies, fixed due dates, deferrals, payment installments, refunds, high bills, etc.
Interprets billing information provided on customer accounts and applies appropriate procedures as needed.
Cancels, establishes, and maintains customer accounts in the customer information system.
Researches and verifies property ownership to ensure billing of base charges.
Explains the Utilities Department and other municipalities’ rate schedules in a clear and understandable manner.
Maintains and updates names, phone numbers, mailing addresses, and email addresses for customer accounts.
May assist in conducting investigations and audits to resolve problems from misapplied funds or dormant accounts.
Performs a variety of tasks related to an automated office environment.
Processes credit card and e-check payments via phone.
Prepares reports and performs special projects as required.
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.
Skilled in the application of quality customer service.
Skilled in the operation of automated office equipment.
Ability to use and be proficient in computer applications and software.
Ability to make and apply decisions in accordance with laws, regulations, ordinances, 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 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.