What are the responsibilities and job description for the Customer Service Specialist position at Lee County Government?
The Customer Service Specialist is responsible for reviewing, preparing, posting, and preparing monthly invoices for utility services, ensuring accuracy in billing for water, sewer, and other essential services. This position involves investigating billing anomalies, resolving high bills, and ensuring accurate account billing. The role includes handling customer inquiries and preparing necessary reports. The Utilities Billing Specialist is integral in maintaining customer satisfaction and efficient billing operations.
- Billing Preparation & Posting:
- Review, prepare, and post monthly utility invoices for customers.
- Process reminder notices for customers regarding unpaid bills.
- Prepare daily and monthly billing reports for management.
- Account Research & Resolution:
- Investigate discrepancies in billing, high bills, and unusual usage.
- Verify meter readings and ensure rates and consumption are accurately applied.
- Follow up with Meter Services for any discrepancies found during readings.
- Work with customers to resolve any billing inquiries or issues.
- Customer Service:
- Handle customer questions and disputes regarding billing, providing clear explanations and resolving issues.
- Process adjustments and corrections to customer bills when necessary.
- Follow up with customers to ensure satisfaction and closure of service orders.
- Data Management & Auditing:
- Audit billing data for errors and take corrective action as needed.
- Maintain proper documentation and retention of billing records.
- Create and close service orders for updates and corrections to customer accounts.
- Reporting & Documentation:
- Prepare monthly, quarterly, and annual reports on billing and account status.
- Maintain accurate records and databases, ensuring the timely processing of customer payments and refunds.
- High School diploma or GED required.
- At least one year of experience in a fast-paced, professional customer service environment.
- Experience with bookkeeping, accounting, billing, or data processing is a plus.
- Spanish-speaking ability is a plus.
- Experience with eCIS Software is preferred
Work Schedule:
- Monday through Friday, 7:30 am to 4:30 pm.
Additional Information:
- Strong communication skills are required, as well as the ability to handle sensitive customer information.
- Flexible work hours may be needed.
Salary : $17 - $23
