Customer Services Analyst

2 weeks ago

Clearwater, United States Pinellas County Government Full time
Customer Services Analyst

Classification Title: Customer Services Analyst, C20

Location: 14 South Fort Harrison Avenue, Clearwater, FL 33756

Work Schedule: Monday - Friday; 8:30 a.m. - 5:30 p.m.; some remote work after training

** ONLY PINELLAS COUNTY GOVERNMENT PERMANENT & PROBATIONARY EMPLOYEES WITHIN THE UTILITIES DEPARTMENT MAY APPLY **

The Utilities Customer Services Lead is accountable for the response and resolution to staff and supervisor 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 Utilities and 11 other municipalities and 2 private companies.

This is a highly responsible leadership 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 Utilities.

What Would You Do?
  • Researches, verifies, updates, and assures the accuracy of information in the customer information system.
  • Answers 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.
  • Interprets billing information provided on customer accounts and applies appropriate procedures as needed.
  • Cancels, establishes, and maintains customer accounts in the customer information system.
  • Researches and verifies property ownership to ensure billing of base charges.
  • Explains the Pinellas County Utilities and other municipalities' rate schedules in a clear and concise manner.
  • Maintains and updates 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.
  • Processes credit card, e-check payments and adding ACH to accounts via phone.
  • Prepares reports and performs special projects.
  • Process Live Chat and Webmail inquires.
  • Assists staff with interpreting and understanding Standard Operating Procedures (SOP's).
  • Act as a mentor to employees.
  • Act in a supervisor capacity when necessary.
  • Performs related work as assigned or required.
What Do You Need to Have?

Experience: Working with administrative matters, customer accounts, analytical automated billing, and utility service problems with practical skills in the use of personal computer applications.

Education: Degree in business, finance, accounting, public relations, or a related field
  • 4 years of experience as described above; or
  • Associate degree as described, and at least 2 years' experience as described above.
  • Bachelor's or higher-level degree as described above.
  • An equivalent combination of education, training, and/or experience.
  • Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
  • Ability to work independently in office or remotely.
    • Working remotely requires reliable WIFI connection.
Highly Desirable
  • Previous experience in a leadership role.
  • Previous call center experience.
  • Bi-lingual in Spanish, French, and/or Vietnamese.

Want to learn more?

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

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