Customer Service Account Specialist II

UTILITIES DIVISION - CUSTOMER SERVICE ACCOUNT SPECIALIST II

PG 10/$19.33HR - $28.03HR.

NON-EXEMPT 

Employee Benefits

• Direct Deposit, Bi-Weekly Pay Checks
• Medical, Dental, Vision
• Life Insurance
• FRS Retirement
• 10 Paid Holidays
• Paid Time Off
• Tuition Reimbursement
• Education Incentives
• Deferred Compensation Plan
• Wellness Incentives
• Employee Assistance Program (EAP)
• Free Employee Gym
• Free Employee Health Clinic

The Utilities Division is responsible for public health and safety, as well as safeguarding the environment, by providing crucial safe water and wastewater services. This position is part of the team that provides services necessary for human health, economic stability, and overall societal well-being. At the core of the mission of providing these services includes commitment to providing excellent customer service to our citizens, business partners, regulatory agencies, and other county divisions.

MAJOR FUNCTION

Performs clerical work and handles public contact at any Utilities office location, including account information, responding to inquiries, discussing information regarding water, sewer, reclaimed water turn on/turn off, payments, rates, and customer billing accounts. Responds to inquiries regarding new service locations and reviews of customer issues and complaints.

ILLUSTRATIVE DUTIES

•  Receives and review customer service request forms and work orders to verify information is sufficient to prepare new service and/or new accounts.

• Responds to customer billing inquires, credit card payments, setting up new accounts, correspondence, change of addresses via the telephone, IVR, internet, mail and walk-in customers. 

• Rotates to field sub-office as required.

• Handles inquiries on new promotions, new rate increases, rebate problems and new services.

• Responds to customer issues and complaints.

•  Handles cash drawers and daily balancing of the cash drawer to the billing system.

• Verifies all applicable fees are collected and properly processed on new services/new accounts. 

• Prepares customer service account record information/files via key entry into the billing system. Must be able to learn the operating procedures of the customer service unit.

•  Completes, compiles, prepares and maintains records in a billing system and record-keeping systems.

• Operates micro-computer equipment, cash drawers, telephone, card credit terminals, calculator, various printers and photocopiers and other devices utilized by the customer service unit.

• Understands office methods and procedures following and adhering to prescribed routine practices, written, and/or oral instructions.

• Deals courteously and effectively with the public, officials and other employees.

• Types and utilizes word processing, spreadsheet and on-line software.

• Responsible for the business activities in the sub-offices assigned.

• Assists in the training of the Customer Service Account Specialist I staff.

• Establishes new services in the billing system.

• Verifies all new location information in the billing system is accurate.

• Responsible for accuracy and completion of daily work at the assigned location.

• Responsible for the completion of special projects as assigned.

• Performs other related duties as assigned.

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KNOWLEDGE, ABILITIES AND SKILLS

• Knowledge of the operating procedures of customer account record keeping system.

• Knowledge of specific operations of the micro-computer equipment and devices.

• Knowledge of the office methods and procedures adhering to prescribed routines, practices, written and/or oral instructions.

• Able to operate and provide general care and maintenance of offi