Business and Customer Support Specialist

4 months ago

Clearwater, United States Pinellas County FL Full time

Business and Customer Support Specialist

Classification Title:Business Support Specialist 2, C22

Location: 14 South Fort Harrison Avenue, Clearwater, FL

Some Remote work after training

Do you possess expertise working in a customer service environment dealing with setup and collection of accounts?We have the ideal opportunity waiting for you

The Utilities Business Support Specialist performs advanced administrative work in the Business and Customer Services Division which covers a broad combination of functions and assignments that includes reclaimed water coordination and new installation of services; supports highly technical operations in the day-to-day delivery of the Integrated Account Services section’s reporting, analysis, processing, account verification, setup billing related objects and collections of required fees and deposits in the billing system for all meter related installs, removals, resets, relocates, upgrades, and downgrades for permanent meters, temporary fire hydrant meters, trucks meters, and in-ground meters, sewer cap requests, and proper closing of accounts.

Works with billing team to coordinate processing municipality service requests.Create Cityworks related service notifications (SVNs) to install equipment; track the progress of work and update billing information in the billing system once installation work is completed; resolve account corrections regardless of root cause; develop educational materials and conduct training with staff on related functions; analyze and recommend improvements and/or enhancement for internal software system process flows and functional process flows across multiple sections and divisions.

What Will You Do?

Coordination, setup, billing, and processing of reclaimed water and new service requests. Oversight and management of all permits requesting utility services through the permits software system used by the Utilities Engineering section to setup accounts correctly in billing system. Create SAP S/4 Hana customer accounts and service notification for permits paid for billing potable, reclaimed water, backflows, fire lines, and sewer services. Collaborate, cooperate, assist, communicate, and interact with other divisions and departments: Building Review Services, Utilities Engineering, Utilities Maintenance, Business and Customer Services, and external municipalities. Extract, analyze data to complete annual reclaimed water DEP reporting requirements and provide to PCU Treatment Plants. Extract, analyze, and provide feedback on best practices for processing reclaimed water and new service account requests. Assist and/or lead employees in projects assigned to the Customer Services section to include but not limited to utilization of existing SAP BI reports and SAP transactions, develop ad hoc SAP queries in the gathering of data, analyzing the data that has been extracted, and presenting a final product to requesting party. Act as a backup to other positions in our section including Alert Pinellas responsibilities. Evaluate processes within the various department’s offices and multiple locations. Performs a wide range of tasks, duties, and assignments to support highly technical operations in the day-to-day delivery of the Customer Services and Integrated Accounts Services Section. Ensures that best practices are followed in the department. Identifies deficiencies in operations, business processes, and customer service that require amendment to operating policies and procedures. Tracks trends of customer needs, expectations, and recurring problems, analyzes, develops, and updates customer service processes, prepares flowcharts, and makes recommendations for changes. Research and compiles reports. Structures cross-departmental work groups. Facilitates information sharing between departments for the collection, analysis, evaluation, and presentation of data for the purpose of streamlining and closing gaps on work processes. Acts as a liaison with municipalities, other departments, and staff. Coordinates and attends meetings. Ability to work independently in office or remotely; working remotely requires reliable WiFi connection. Performs other related job duties as assigned.

What Do You Need?

Experience: Assessing, planning, developing, and conducting programs in the assigned programs or field of responsibility that includes one year of experience as lead worker, trainer, or supervisor.

Degree: Business, public administration, finance, information technology, or a related field

Four years of experience as described above. Associate’s degree and two years of experience as described above. Bachelor’s or higher-level degree and some experience as described above. An equivalent combination of education, training and/or experience.  Possession and maintenance of a valid State of Florida Driver's License upon hire with eligibility based upon evaluation of a Motor Vehicle Records (MVR) driving report. Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.

Knowledge, Skills and Abilities

Proficient use of wide spectrum of tools: SAP R3, S/4Hana, Permits Software, ESRI, ArcGIS desktop, Alert Pinellas, Cityworks, Excel, MS Word, Access, Visio, and Outlook. Skilled in the application of quality customer service. Knowledge of laws and rules governing procedures and legal requirements encountered in government office operations. Knowledge of the principles and procedures of office management and supervision. Knowledge of business English, spelling, arithmetic, and bookkeeping standards. Knowledge of County automation systems and the operation of commercial word processing, database and spreadsheet programs. Knowledge of departmental organization and functions. Knowledge of in-depth department processes/programs, personnel functions, practices, policies, and procedures. Knowledge of the effective use of alternative media presentation and format. Knowledge of research techniques, methods, and procedures. Skill in making formal, oral presentations to staff. Skill in planning, developing, evaluating, and implementing policies and procedures. Ability to perform independently and at an advanced level in the administration of office and field production activities to include stakeholder contacts, work orders, scheduling, business analysis and highly technical automated computer business systems support, risk management/safety programs support, emergency management support, training support, purchasing and travel support, personnel support, payroll support, administrative audits support, benefits support and other assignments to departments and subunits. Ability to make decisions in accordance with laws, regulations, or policy and apply these to work problems. Ability to develop effective office or field work procedures and clerical training programs. Ability to communicate effectively in verbal, written, graphic and visual form. Ability to independently analyze and solve problems and render effective advice or assistance.

  Let Us Tell You What Benefits We Offer

Our benefits rank among the top in the area Check it out Looking for a strong retirement? We have you covered as members of the Florida Retirement System (FRS) with investment and pension options. We have tuition reimbursement, wellness, and deferred compensation programs to name a few perks. Check out these and more

Review the full classification description with the Physical/Mental Demands and Working Conditions at the below link.

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