Lead Customer Service Specialist

Responsible for providing excellent customer service to the public for the water, sewer, and solid waste department in person, by, mail, telephone, and email in a professional and timely manner. These more complex activities include, but not limited to, receiving, and resolving customer service requests by providing adequate information, generating proper work orders, and timely processing of all acceptable payment types. This position requires a high degree of accuracy to ensure that all collections of payments follow processes and procedures that meet accounting standards and are subject to audit.

This position serves as a lead to other Customer Service Specialists in the ES Business Office. This position also requires the ability to train and mentor other Customer Service Specialists.

**Salary will be determined depending on qualifications of candidates who exceed the minimum requirements as outlined within the job description.

**Additional compensation based on licensure.

Note : These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.

Provide customer service for water, sewer and solid waste effectively and efficiently through use of techniques focusing proactive service adding value to each call.

Strives to resolve the problem on the first call, with minimum transfers.

Answer customer questions, investigate, and resolve complaints pertaining to utility billing and solid waste issues by reviewing, analyzing, providing, adequate information, and generate work orders as needed.

Educate customers regarding rate structure, tipping fees, conservation tips, deposit requirements, billing and payment method, account histories, how to read the meter, consumption reports, garbage and recycling education, and various utility billing related policies and procedures.

Interact with customers, haulers and coordinate with utility field operations and billing department, obtain other information to research, and resolve or investigate.

Process new utility service applications and stop utility service request applications, verify proper documentation, collect deposits, process service-related work orders.

Accurately process and post payments to customers' accounts and balance total daily payments to edit report.

Verify customers' enrollment forms for AutoPay (reoccurring payment option) is complete and accurate. Process data in Naviline billing software, enter, and verify customer's account information for payments.

Maintains databases, files, and documents, as well as tracking requests for services. Process customer adjustment request for high consumption due to various reasons such as leaks, poor fill, irrigation usage, etc, according to set policy and procedures. Perform financial transactions including processing or transferring payments, process bankruptcy notifications, collections, and manage customer accounts.

Coordinate efforts with outside agencies for payment of utility accounts; take delinquency action on active utility accounts and performs collection efforts on non-pay and closed accounts. Ability to work within outside agencies for payment of utility accounts; take delinquency action on active utility accounts and performs collection efforts on non-pay and closed accounts. Ability to work in teams, resolves complex problems, participate in cross-training, and ensure function coverage.

Receives calls for emergency action; dispatch radio call outs to field personnel regarding line breaks, leak at the meter, disconnects/reconnects for non-pay accounts, high/low water pressure and all other field related issues. Maintain radio contact with field personnel for status updates as needed.

Additional Duties :

Performs other work as required.

In event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.

High School Diploma or GED and five (5) years' experience in an office environment providing customer service.

Preferably one (1) year experience in the Environmental Service Customer Service department.

Must have excellent verbal communication skills, as well as excellent customer service skills.

Knowledge of Business English, spelling, punctuation, and general office processes.

Skilled in the operation of a personal computer and other office equipment.

Knowledge of Windows, Outlook, Works, Excel, and Microsoft Word required. Working knowledge of SunGard Naviline System is a plus.

Ability to communicate effectively with utility customers both in person, by telephone, and written correspondence via email; understand pertinent procedures and functions quickly and use good judgement in interpreting and applying them to a variety of circumstances under moderate supervision; analyze and evaluate data; maintain accurate records; speak clearly and concisely.

Must possess and maintain a valid Florida Drivers License.

All employees must attend Seminole County Required Trainings.

Department Specific trainings per position may be required.

In the event of an emergency, all employees are considered essential personnel and may be required to perform alternate duties.