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Customer Service Specialist

3 months ago

Gahanna, United States City of Gahanna Full time

This position performs intermediate skilled clerical work in the billing and collection of utility revenues; answers and screens incoming phone calls; relays messages and/or important information and answers questions. This position is customer facing and provides excellent customer service.

Provides excellent customer service to citizens, businesses, department staff, and/or city employees regarding various issues, including utility billing, parks & recreation events/programs, shelter reservations, and general inquires; Receives inquiries, complaints, and special requests in person, via email, or by telephone pertaining to city matters. Processes regular, delinquent, and final bills; Maintains database of accounts for each property supplied with water, sewer, or refuse services; generates custom defined reports for specific information. Provides administrative support; answers and screens incoming phone calls; relays messages and/or important information; types a variety of complex reports and materials; conducts research; compiles data. Researches and explains reasons for unusually high utility bills using an automated system, correspondences; suggests actions to be taken, when necessary, to prevent a recurrence of the problem. Receives, counts, and verifies amounts tendered in payment of utility bills, fees, permits, etc.; collects and processes payments; balances cash drawer against receipts and processes and maintains records of all deposits; enters data into computer records. Negotiates payment terms with delinquent customers based on pre-determined guidelines; prepares list of turn offs based on payment delinquency, tracks status of water service according to delinquent payments received and arrangements negotiated. Assists with work orders and tracking. Dispatches field representatives **Regular, predictable, and punctual attendance is required. Any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job. Education:

High school diploma or GED required. Experience:

Proven experience in a high-volume customer service role and/or office support role; previous experience working within a Utilities/Public Service Department is desired. Other:

Minimum 18 years of age. Communicates and maintains records of emergency information accurately and effectively between the public and field personnel (i.e. water line breaks, estimated water lost, boil alerts and sewer back-ups). Communicates with outside agencies and public for current/relevant information for refuse process. Issues licenses and permits. Maintains records according to record retention schedule. Cross-trains with other department staff to cover absences. Orders office supplies for department as needed. Receives, opens, and distributes incoming mail and prepares outgoing mail. Performs related tasks as required. Knowledge, Skills and Abilities Knowledge of: Operation of a cash drawer and ability to count money and balance with receipts. Accounting principles and procedures. Utilizing web-based software applications. All computer software and hardware related to performance of the essential functions of the job. Operations, governing laws and structure of local government. Office administrative practices and procedures. Proper English usage, including spelling, grammar, punctuation and vocabulary. Purchasing processes and procedures. Recordkeeping, report preparation, filing methods and records management techniques. Telephone etiquette Modern office practices Skill in: Providing excellent customer service to external customers (citizens), internal customers and others. Skill in managing a high volume of work and working towards a deadline. Performing accurate and efficient typing. Using tact, discretion, initiative and independent judgment within established guidelines. Organizing work, setting priorities, meeting critical deadlines, and following up on assignments with a minimum of direction.

Ability to: (Mental and Physical Abilities) Perform mathematical computations and prepare accurate bank deposits. Communicate verbally or in writing, complex or technical information in an effective manner to others. Establish and maintain effective working relationships with employees and the general public. Maintain complex records and prepare reports from such records. Use discretion and maintain confidentiality of sensitive information. Follow complex written or oral directions.

Working Conditions: The worker is not subject to adverse environmental conditions. This is sedentary work requiring the exertion of up to 10 pounds of force occasionally and a negligible amount of force frequently or constantly to move objects; work requires reaching, fingering, grasping, and repetitive motions; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; visual acuity is required for preparing and analyzing written or computer data, operation of machines, determining the accuracy and thoroughness of work, and observing general surroundings and activities; the worker is not subject to adverse environmental conditions. While performing the essential functions of this job, the incumbent is regularly required to sit, see clearly; hear; read and write; grasp and hold objects; keyboard

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