Contact Center Representative - Utilities

Contact Center Representative - Utilities

Location: 14 S Ft Harrison Ave, Clearwater FL 33756

Schedule: Monday-Friday 8am-5pm. Up to 2 days/week remote work available.

Join a team where your great attitude and top-notch customer service skills truly matter! We're searching for someone who enjoys helping people, learns quickly, and communicates clearly (even when the topic gets technical.) If you're comfortable on the phone and able to turn complex details into friendly guidance, you'll be a perfect fit. Come help us deliver service with confidence, clarity, and a smile!

The Utilities Contact Center Representative 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. The employee is expected to exercise a high degree of independent judgment based on experience and knowledge of department operations. 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 Pinellas County.

What Will You Do?

• Research, verify, update and assure the accuracy of information in the customer information system.
• Answer 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.
• Interpret billing information provided on customer accounts and applies appropriate procedures as needed.
• Cancel, establish, and maintain customer accounts in the customer information system.
• Research and verify property ownership to ensure billing of base charges.
• Explain the Utilities Department and other municipalities' rate schedules in a clear and understandable manner.
• Maintain and update 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.
• Perform a variety of tasks related to an automated office environment.
• Process credit card and e-check payments via phone.
• Prepare reports and perform special projects as required.
• Perform related work as assigned or required.

What Do You Need? Experience - Working with administrative matters, customer accounts, and utility service problems with practical skills in the use of personal computer applications.

• 3 years of experience as described above; or
• An associate degree trade school, or vocational training degree, diploma, or certificate that includes training or experience as described above plus 1 year of experience dealing with customer service inquiries.; or
• A Bachelor's or higher-level degree that includes some training or experience as described above.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.

Highly Desirable

• Previous call center experience.
• Bi-lingual in Spanish, French, and/or Vietnamese.

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.

Why Choose Pinellas County?

• Looking for a strong retirement? We have you covered as members of the Florida Retirement System (FRS) with investment and pension options.
• We have deferred compensation programs and wellness centers to name a few perks.
• Check out these and more!

Want To Learn More? Review the full classification description with the Physical/Mental Demands and Working Conditions at the below link.

Customer Services Specialist