Customer Service Specialist II

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.

• 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.

• 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.