A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
Employee Benefits Direct Deposit, Bi-Weekly Pay Checks Medical, Dental, Vision Life Insurance FRS Retirement 10 Paid Holidays Paid Time Off Tuition Reimbursement Education Incentives Deferred Compensation Plan Wellness Incentives Employee Assistance Program (EAP) Free Employee Gym
Free Employee Health Clinic Must have the physical, developmental and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated below: The Utilities Division is responsible for public health and safety, as well as safeguarding the environment, by providing crucial safe water and wastewater services. This position is part of the team that provides services necessary for human health, economic stability, and overall societal well-being. At the core of the mission of providing these services includes commitment to providing excellent customer service to our citizens, business partners, regulatory agencies, and other county divisions.
MAJOR FUNCTION
Provides front-line customer support in a high-volume call center and clerical office environment for a public water utility. Handles account inquiries, billing and payment processing, service requests, and complaint resolution with professionalism and accuracy. Ensures compliance with county policies and regulatory standards while delivering exceptional customer service across multiple communication channels.
ILLUSTRATIVE DUTIES
Includes, but not limited to, the following: Customer Interaction & Support Responds to inquiries regarding billing, payments, account changes, and service availability by phone, email, mail, and in-person. Assists customers with online portal navigation, troubleshooting, and account access. Resolves complaints and escalated issues with professionalism and empathy. Provides information on programs, rates, and new services. Account & Record Management Establishes and maintains new and existing customer accounts in the customer information system (CIS). Reviews and verifies service request forms and service orders for accuracy. Collects and processes customer payments in the form of cash, checks, and credit cards; reconciles and balances daily transactions and deposits. Prepares and maintains accurate records in customer information system (CIS), geographic information system (GIS), and other account systems. Clerical & Operational Support Operates office equipment and customer service technology, including customer information systems (CIS) and geographic information systems (GIS). Assists with special projects and functional improvements within the Customer Service unit. Supports interdepartmental coordination to ensure efficiency and service continuity. Participates in training to strengthen communication, conflict resolution, and teamwork skills. Performs related duties as required.
KNOWLEDGE, ABILITIES AND SKILLS
Knowledge of Customer service principles, billing procedures, and office operations. Utility service policies, ordinances, and applicable regulations. Customer information systems (CIS), geographic information systems (GIS), Microsoft Office, and related software. Recordkeeping standards and regulatory compliance requirements. Best practices in professional communication and conflict resolution. Ability to Provide courteous, professional, and efficient customer service in high-volume settings. Manage multiple tasks and prioritize effectively while maintaining accuracy. Analyze customer accounts to identify discrepancies and resolve issues. Enter and maintain data with strong attention to detail and integrity. Communicate clearly in verbal, written, and electronic formats with customers and staff.
MINIMUM QUALIFICATIONS
Graduation from an accredited high school or possession of an acceptable equivalency diploma. Must have a valid driver's license and be able to secure and maintain a valid Florida driver's license within 30 days of employment within this classification. Customer Service Account Specialist I•Paygrade 12 Must have two (2) years administrative and/or customer service experience preferably in a call center or public contact center environment. A comparable amount of related training and experience may be substituted for the minimum qualifications.
SPECIAL REQUIREMENTS
This position may be subject to standby/on-call rotation and is subject to be called in emergencies. All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens. High School Graduate
