Customer Service Specialist

Job Summary:

This position is designed to provide primary support for the Utilities Department and supplemental support for the departments of Finance and of Zoning and Permitting. Primary responsibilities include answering the phone, taking payments, and assisting customers with inquiries. Other clerical duties will vary on an as-needed basis, providing a unique cross-training experience in city` government. An ideal candidate has excellent verbal and written skills, proficient math skills, positive people skills - particularly when engaging with customers, an eye for detail and accuracy, a mind for problem solving, a passion for service, and a willingness to learn and grow with our staff. Spanish language skills are a plus.

Key Responsibilities:

Front Desk Customer Service :

Greet customers warmly and provide assistance with utility bill payments, general inquiries, and account-related questions.

Payment Processing :

Accurately process utility payments in person, by phone, or online, ensuring that transactions are recorded, and receipts are issued.

Answering Phone Calls :

Answer incoming calls promptly, address customer inquiries regarding utility bills, service issues, and account information, and direct calls to appropriate departments when necessary.

Utility Bill Inquiries :

Provide detailed information about billing statements, account balances, payment options, and assist with troubleshooting discrepancies.

Issue Resolution :

Work with customers to resolve billing issues, address service-related concerns, and provide effective solutions.

Documentation :

Maintain accurate records of payments, customer interactions, and any follow-up actions in the customer management system.

Cross-Departmental Support :

Provide support to other departments, including Finance and Planning and Zoning, by assisting with data entry, filing, and other administrative tasks as needed.

Customer Education :

Inform customers about payment methods, billing cycles, and available assistance programs.

Maintain Front Desk Order :

Ensure the front desk area remains clean, organized, and stocked with necessary supplies, such as forms and brochures.

Team Collaboration :

Work with other team members and departments to ensure seamless service delivery and a positive customer experience.

Problem Solving :

Handle escalated customer issues efficiently and professionally, working with management to resolve complex situations.

Qualifications:

Education :

Minimum of High School Diploma or equivalent.

Experience :

At least 1-2 years of customer service experience, preferably in a front desk, retail, or utility-related environment.

Skills :

• Excellent verbal and written skills
• Proficient math skills
• Strong people skills - particularly when engaging with customers
• An eye for detail and accuracy
• A mind for problem solving
• Multi-tasking and the ability to prioritize
• Phone etiquette
• Familiarity with Microsoft Office (Word, Excel, Outlook, etc.) and other customer service software
• Ability to work in a fast-paced environment and maintain professionalism under pressure
• Being flexible and comfortable with cross-departmental collaboration and learning new tasks

Other Requirements :

• Strong attention to detail and accuracy Comfort with cross-departmental collaboration and learning new tasks Preferred skills:
• Experience with utility billing systems or payments
• Previous experience working in Finance, Planning and Zoning, or similar administrative support roles
• Spanish bilingual is a plus

Job Type:

Full-time Pay:

$15.00 - $18.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Disability insurance Health insurance Life insurance Paid time off Tuition reimbursement Vision insurance

Work Location:

In person