Customer Solutions Specialist I

• Customer Interactions: Respond to customer inquiries via phone, email, and in person regarding water and wastewater services, billing issues, service requests and general information.
• Billing and Payments: Assist customers with understanding and resolving billings issues, including reviewing usage, processing payments, and issuing refunds when applicable.
• Service Requests: Process and manage customer service requests, such as initiating new service, disconnecting or reconnecting water service and addressing maintenance concerns or issues related to water quality and wastewater.
• Issue Resolution: Investigate and resolve customer complaints regarding service-related problems in a professional, timely manner, escalating issues as needed to a supervisor or relevant departments.
• Record Keeping: Maintain accurate customer records, including account information, service history, and correspondence.
• Education and Support: Educate customers on utility policies, rates, conservation programs, and available services. Provide guidance on proper usage, billing cycles, and payment methods.
• Collaboration: Work closely with other utility departments (e.g. maintenance, operations, billing) to ensure efficient service delivery and problem resolution.
• Emergency Support: Assist customers with reporting outages or emergency situations, coordinating with relevant departments to ensure timely response and resolution.
• Data Entry: Accurately input data into utility management software, ensuring customer accounts are updated with the latest information.
• Compliance: Adhere to all relevant utility regulations, policies, and procedures.

Accredited high school diploma OR possession of an acceptable equivalency diploma: Required

Valid Florida drivers license: Required

American Red Cross CPR/First Aid Certificate: Required

1. Experience and Tenure:

• Customer Solution Specialist I: Typically, an entry-level position.
• Customer Solution Specialist II: Requires typically 2-4 years and a demonstrated ability to handle a wider range of customer service situations.

2. Increased Job Knowledge:

• Customer Solution Specialist I: Basic understanding of customer service processes, including account management, billing inquiries, service requests, and troubleshooting simple issues.
• Customer Solution Specialist II: In-depth knowledge of water and wastewater systems, billing procedures, and regulatory compliance and is expected to understand more complex issues

3. Problem-Solving and Issue Resolution:

• Customer Solution Specialist I: Handles routine inquiries and common service issues, with support from supervisors or senior staff as needed.
• Customer Solution Specialist II: Expected to handle more complex, non-routine customer complaints, escalated issues, and may be tasked with resolving billing discrepancies.

4. Autonomy and Decision-Making:

• Customer Solution Specialist I: Primarily works under supervision, with decisions often reviewed or guided by a supervisor or more experienced staff.
• Customer Solution Specialist II: Greater autonomy in managing customer service situations and decision-making.

5. Performance and Efficiency:

• Customer Solution Specialist I: Expected to meet standard customer service targets (response times, resolution rates, etc.).
• Customer Solution Specialist II: Demonstrates a high level of performance, consistently meeting or exceeding service expectations, while handling more difficult or complex cases. Strong communication, organization, and multitasking skills are essential at this level.

6. Leadership and Mentorship:

• Customer Solution Specialist I: Generally focused on individual performance and customer interactions.
• Customer Solution Specialist II: Often takes on a mentorship role for newer Customer Service Representatives, sharing knowledge on processes and procedures, and providing support for more difficult customer interactions.

7. Technical Skills and Software Proficiency:

• Customer Solution Specialist I: Proficient with basic computer knowledge.
• Customer Solution Specialist II: Advanced proficiency in utility-specific software and systems, as well as additional tools for analyzing, and resolving more complex issues. Also, may be involved in process improvements, data analysis, or reporting.