Customer Service Specialist II

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Customer Service Specialist II

Salary

$40,996.80 Annually

Location

Naples, FL

Job Type

Full Time, Regular

Job Number

09113

Department

Public Utilities Department

Division

Financial Operations Support

Opening Date

11/29/2024

Closing Date

12/5/2024 11:59 PM Eastern

• Description

• Benefits

• Questions

Job Summary

The purpose of this classification is to perform Customer Service responsibilities for the Customer and Utility Billing staff that provide service to over 115,000 customers.

Essential Functions

• Provides customer service and/or assistance to customers, County employees, vendors, contractors, and the general public.

• Answers Division telephones; assists callers with questions regarding division programs, services, or procedures including researching and resolving customer inquiries; refers callers to other staff members as appropriate; and takes messages.

• Receives, screens, and assists visitors and/or customers; provides information; and/or directs visitors to appropriate staff member or division. Provides information regarding division programs; explains policies and procedures; receives applications, payments, requests and/or complaints; and researches and provides information from division databases or records as requested.

• Provides forms, applications, receipts, or other documents to visitors/customers upon request. Assists customers with completing forms.

• Prepares division records, reports, and forms; prepares correspondence and letters; receives documents and/or retrieves information from drafts, summaries, databases or other source documents; and incorporates information into prepared materials; and proofreads for accuracy and completeness. Copies and distributes documents as appropriate.

• Prepares and processes administrative documents (i.e. payroll, accounts payable, invoices, etc.). Prepares and processes program/operational documents (permits, work orders, project records, etc.). Researches, assembles and compiles information needed to complete documents.

• Establishes, updates, and maintains information in automated information systems; enters operational, account, and/or program information into databases; retrieves data from databases; creates new spreadsheets/files; and purges old data. Researches information from databases as requested. Generates reports, logs, and listings from databases. May include scanning paper documents into a digital database.

• Prepares and maintains division files and records to include files of division correspondence, program records, legal documents, etc.; photocopies documents and distributes and/or files; and requests information from other divisions as necessary to complete division records/files.

• Receives, dates, and distributes incoming mail. Prepares outgoing mail. • Applicant must have prior experience in customer service, accounting, and Excel spreadsheets or the ability to successfully complete an Excel course.

• Office hours are scheduled in 8-hour work patterns Monday-Friday 8:00 am to 5:00 pm. The applicant must be flexible regarding the work schedule. The applicant will be required to work on some county holidays. In the event of a hurricane or other emergency, attendance will be required to staff customer service phones immediately after the all-clear is given for the event.

• Provides customer service and/or assistance to customers, County employees, vendors, contractors, and the general public. Provides information and explains policies and procedures. • Operates a personal computer, telephones, copiers, and other general office equipment as necessary to complete essential functions, including the use of word processing, spreadsheet, database, or other system software.

• Performs general clerical tasks in support of assigned functions such as opening and distributing mail; distributing accounting documents, reports bills, etc. to appropriate departments; maintaining office supplies; managing postage billing process; preparing correspondence, letters, and notices to departments, outside agencies, vendors, etc.

• May perform other clerical functions in support of departmental operations.

• Performs other related duties as required.

Minimum Qualifications

High school diploma or GED required.

One (1) year of related experience.

Fingerprinting required.

Supplemental information

• Salary offers above the minimum pay grade may be considered based on qualifications.

• Essential Employees may be required to work during an undeclared or declared emergency. The County’s Administrative Office will determine who will be required to work on an incident-by-incident basis.

• This job posting is not intended to be an all-inclusive list of responsibilities, skills, or working conditions associated with the position.