Customer Service Specialist III - Utilities

General Description

Pasco County Utilities department is currently looking to fill the role of Customer Service Specialist III. This role is responsible for providing information and customer support concerning Pasco County Utilities and its services. Resolving and answering customer inquiries via telephone, in person, in writing, and online, gathering and processing data, and researching, troubleshooting, and solving problems. Answers telephone calls, responding to customer questions and complaints, regarding water pressure, water outages, water main breaks, boil water notices, hydrant flushing, etc. and dispatch Operation & Maintenance (O&M) crews.

Essential Job Functions

Answers telephone calls and emails, responding to customer questions and complaints, regarding the services of the County, and directs them accordingly. Provides specific information about procedures, regulations, codes, ordinances, permits, plans, fees, billing, service areas, and resolves questions and problems. Walks customers through basic troubleshooting or online account setup. Makes disconnect calls for Utility customers, who are in danger of being disconnected and negotiates payment plans for high balance accounts. Makes high usage calls for Utility customers to discuss leak detection and billing adjustment program.

Assists citizens face-to-face with inquiries, complaints, investigations, billing questions, and account information. Responsible for receiving and processing payments via cash, check, money order, and credit card. Strong working knowledge of computers to navigate within customer information software (CIS), asset management software (EAM), Property Appraiser's website, Clerk of Court's website, etc. May be required to work in different locations within Pasco County.

Processes records, worksheets, logs, assessment searches, EFTs (electronic funds transfer), and applications for services. Obtains information necessary to prepare files and complete necessary forms. Performs data retrieval and entry into a software application. Updates information in the computer. Generates reports from the computer. Tracks data to ensure the Department meets its monthly and yearly goals. Upon Emergency Operations Center activation, employees are required to report and must be prepared to work additional hours and job duties.

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.

Minimum Requirements

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: Graduation from high school or possession of an acceptable equivalency diploma. Three (3) years of experience in customer service duties involving frequent public contact. Experience in the operation of a personal computer required. Customer Service telephone experience required.

LICENSES, CERTIFICATIONS OR REGISTRATIONS: Must possess a valid Florida driver's license.

ADA STATEMENT: A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act.

DRUG-FREE WORKPLACE: Pasco County BOCC is a drug-free workplace in accordance with Federal and Florida law.

EMERGENCY RESPONSE/RECOVERY ACTIVITIES: All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location, and work schedule to fit the needs of the County and its citizens.

VETERANS' PREFERENCE: Under Section 295.07, F.S., Chapter SSA-7, Pasco County BCC provides to Veterans, that preference in appointment will be given to preference-eligible applicants.

• Florida Retirement System (FRS) retirement plan
• PTO (Paid Time Off)
• Paid holidays
• Group insurance
• Tuition reimbursement
• Deferred compensation
• Medical leave pool
• Annual medical leave buy-back
• Mid-management/Professional grade, and management personnel may receive 40 hours of admin leave per calendar year.