Customer Service Representative II - Public Utilities - R14461
Sarasota County Government, Sarasota, FL, United States
Department
Public Utilities
About Our Job Performs a variety of complex clerical and technical customer service duties that require knowledge of complex billing procedures and varied rate structures for water/sewer customers and county citizens. Works closely with internal staff to ensure information is passed to billing personnel, meter personnel, permitting and loan personnel. Knowledge of geographic areas including Sarasota, Venice and Englewood.
Job Description Responsible for the following customer service duties and functions:
Perform all duties listed under Customer Service Representative I as well as those listed below
Answers more complex customers concerns, billing questions and inquiries
Demonstrates advanced ability to handle difficult customers/situations with utmost patience and professionalism
Notates customer accounts and enters information into databases. Compiles and logs pertinent information. Codes customer accounts
Responds appropriately to inquiries and provides accurate information to customers and staff
Responds to correspondence on behalf of the Utility. Refers questions and issues to the appropriate unit or resource as needed
Helps solve problems and contributes to improvements and guides information searches
Works independently under minimal supervision
Helps direct Customer Service Representative I and handles escalated issues and calls. Provides assistance and support to other team members
Writes/edits FAQs
Assist with Turn On/Off Board work orders
Prepares basic reports, conducts research, and coordinates special projects and assignments
Contributes to the development of goals, policies, and guidelines for staff
Presents instructional sessions and promotional materials to staff and/or customers
Assists in scheduling work assignments and participates in performance evaluations of CSR I’s
Responds to work order emails and processes after-hours restoration forms
Processes after-hours dispatch emails and handles weekly delinquency reports and delinquent accounts
Manages bank correspondence. Processes internal adjustments. Researches missing payments
Processes chargeback notifications, routes mail, processes IVR/H2O2GO voids and returns
Updates AR Box swap and or stop accounts. Processes EB/AR exception report and reapplies funds for write-off accounts
Computer billing data retrieval and input, including processing daily payments
Review audit adjustments turned in to management to ensure correct documentation is attached
Responsible for reporting to Code enforcement officer Water Restriction Violations and filing of the appropriate paperwork and documenting account
About You Minimum Qualifications: A High School Diploma or equivalent education and one-year experience in utilities or a call center customer service experience and proficiency in computer related to public response. Note: One year of college may substitute for one year of experience.
Job Competencies Intermediate to advanced computer skills with advanced knowledge of Outlook, Word, Excel, SharePoint, E-Net, HTE/Sunguard/Navaline proficiency, iSeries Navigator, Paymentus, DataPros.
About Everything Else Pay: Starting pay is $15.00/hour
This Posting is currently Open Until Filled
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About Our Job Performs a variety of complex clerical and technical customer service duties that require knowledge of complex billing procedures and varied rate structures for water/sewer customers and county citizens. Works closely with internal staff to ensure information is passed to billing personnel, meter personnel, permitting and loan personnel. Knowledge of geographic areas including Sarasota, Venice and Englewood.
Job Description Responsible for the following customer service duties and functions:
Perform all duties listed under Customer Service Representative I as well as those listed below
Answers more complex customers concerns, billing questions and inquiries
Demonstrates advanced ability to handle difficult customers/situations with utmost patience and professionalism
Notates customer accounts and enters information into databases. Compiles and logs pertinent information. Codes customer accounts
Responds appropriately to inquiries and provides accurate information to customers and staff
Responds to correspondence on behalf of the Utility. Refers questions and issues to the appropriate unit or resource as needed
Helps solve problems and contributes to improvements and guides information searches
Works independently under minimal supervision
Helps direct Customer Service Representative I and handles escalated issues and calls. Provides assistance and support to other team members
Writes/edits FAQs
Assist with Turn On/Off Board work orders
Prepares basic reports, conducts research, and coordinates special projects and assignments
Contributes to the development of goals, policies, and guidelines for staff
Presents instructional sessions and promotional materials to staff and/or customers
Assists in scheduling work assignments and participates in performance evaluations of CSR I’s
Responds to work order emails and processes after-hours restoration forms
Processes after-hours dispatch emails and handles weekly delinquency reports and delinquent accounts
Manages bank correspondence. Processes internal adjustments. Researches missing payments
Processes chargeback notifications, routes mail, processes IVR/H2O2GO voids and returns
Updates AR Box swap and or stop accounts. Processes EB/AR exception report and reapplies funds for write-off accounts
Computer billing data retrieval and input, including processing daily payments
Review audit adjustments turned in to management to ensure correct documentation is attached
Responsible for reporting to Code enforcement officer Water Restriction Violations and filing of the appropriate paperwork and documenting account
About You Minimum Qualifications: A High School Diploma or equivalent education and one-year experience in utilities or a call center customer service experience and proficiency in computer related to public response. Note: One year of college may substitute for one year of experience.
Job Competencies Intermediate to advanced computer skills with advanced knowledge of Outlook, Word, Excel, SharePoint, E-Net, HTE/Sunguard/Navaline proficiency, iSeries Navigator, Paymentus, DataPros.
About Everything Else Pay: Starting pay is $15.00/hour
This Posting is currently Open Until Filled
#J-18808-Ljbffr