What are the responsibilities and job description for the CUSTOMER EXPERIENCE SPECIALIST position at City Of Balch Springs?
Job Summary:
The Customer Experience Specialist is the primary contact for incoming calls to the city’s main line and for in-person interactions at City Hall. This position plays a critical role in ensuring customer satisfaction by accurately directing inquiries, accepting utility bill payments, updating utility account information, and providing outstanding customer service. This role requires exceptional communication skills, attention to detail for money handling and updating accounts, and a commitment to enhancing the overall customer experience.
Minimum Job Requirements:
- High School Diploma or GED
- Associate degree in public/business administration or related preferred
- At least four(4) years of experience with heavy call center or performing administrative functions.
- At least one year of previous utility billing or permitting.
- A valid driver’s license.
Essential Job Functions:
- Handle inbound and outbound customer interactions via phone, email, and in-person visits regarding billing inquiries, payments, and account status.
- Assist customers with account setup, modifications, and closures. Ensure all customer information is accurately recorded and updated in the system.
- Provide information about payment options, assistance programs, and due dates. Facilitate payment plans and extensions when necessary.
- Maintain detailed and accurate records of customer interactions, transactions, and resolutions. Prepare reports as needed for management.
- Gather and analyze customer feedback to identify areas for improvement. Work with the billing department team to implement changes that enhance the customer experience.
- Ensure all interactions and processes comply with city regulations, privacy laws, and departmental policies.
Knowledge of:
- Managing high call volumes.
- Cash handling.
- City practice, policy and procedures.
Skills in:
- Handling multiple tasks, planning and prioritizing.
- Communicating verbally and in writing in a clear, effective, professional manner with citizens, other departments and government agencies.
- Conducting research and preparing reports with correspondence.
- Providing a high level of external and internal customer service.
- Exercising discretion and judgment when dealing with confidential information.
- Maintaining a high degree of accuracy in a fast paced environment.
Physical Demands/Work Environment:
Work is performed in a standard office environment with low to moderate noise level. Subject to sitting for an extended period of time, standing, walking, bending, reaching, kneeling, and lifting and putting away such items as records and office supplies of moderate weight of up to 40 pounds. Working with a wide variety of people, some of whom may be irate or difficult.
E.E.O.C. The City of Balch Springs does not discriminate on the basis of race, color, national origin, sex, religion, age, disability or military service in employment or the provision of services.
