Customer Services Specialist

Do you want to work in a team-oriented environment with a schedule that will have you home in time to see your kids? Pinellas County's Utilities Customer Service Division has the ideal job opportunity

The Utilities Customer Service Representative is accountable for the response and resolution to 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 and 11 other municipalities and 2 private companies.

This is a highly responsible 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.

This Customer Services Specialist position is located at: 14 South Fort Harrison Avenue, Clearwater, FL 33756. Work Schedule: Monday - Friday 8:00 a.m. - 5:00 p.m. Remote options available after completing all training requirements

What Will 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 Utilities Department and other municipalities' rate schedules in a clear and understandable 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.
• Performs a variety of tasks related to an automated office environment.
• Processes credit card and e-check payments via phone.
• Prepares reports and performs special projects as required.
• Performs related work as assigned or required.

What Do You Need?

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

• 3 years of experience as described above; or
• An associate degree trade school, or vocational training degree, diploma, or certificate that includes training or experience as described above plus 1 year of experience dealing with customer service inquiries.; or
• A Bachelor's or higher-level degree that includes some training or experience as described above.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.

Highly Desirable

• Previous call center experience.
• Bi-lingual in Spanish, French, and/or Vietnamese.

Why Choose Pinellas County?

When you join Pinellas County, you're not just taking on a job-you're investing in your future. We believe in supporting our employees with exceptional benefits that help you thrive both professionally and personally. Here's why our benefits stand out as some of the best in the area:

• Comprehensive Benefits Package: Enjoy affordable medical, dental, vision, life insurance, flexible spending accounts, and more that meet the needs of you and your family.
• Florida Retirement System (FRS): Secure your financial future with a robust retirement plan that gives you peace of mind as you plan for tomorrow.
• Generous leave time: Take advantage of time off to recharge and enjoy life outside of work.
• Wellness Program: Access to county gyms 24/7 and wellness programs as part of our commitment to employee wellness.
• Deferred compensation: Build your savings and plan for the future with flexible deferred compensation options tailored to your financial goals.
• To learn more, see What We Offer

Want to learn more?

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