Job Description

JOB TITLE:  Customer Service Specialist

LOCATION:  Land O'Lakes, Florida

SCHEDULE:  Monday thru Friday 8am-4:30pM

PAY RATE:  $16.54/HR.

ESSENTIAL JOB FUNCTIONS:

• Respond to customer inquiries and complaints via phone, email, and in person regarding utility services
• such as water pressure, outages, main breaks, boil water notices, and hydrant flushing.
• Provide detailed information on procedures, regulations, billing, service areas, permits, and fees.
• Guide customers through troubleshooting steps and online account setup.
• Make outbound calls to customers at risk of disconnection and negotiate payment plans for high-balance
• accounts.
• Contact customers with high usage to discuss leak detection and billing adjustment programs.
• Accept and process payments via cash, check, money order, and credit card.
• Utilize customer information systems (CIS), asset management software (EAM), and online tools such as
• the Property Appraiser and Clerk of Court websites.
• Prepare and process records, logs, EFTs, and service applications.
• Perform data entry, update customer records, and generate reports to track departmental goals.
• Dispatch Operations & Maintenance (O&M) crews as needed to address service-related issues.

Minimum Requirement:

PHYSICAL SKILLS/WORKING CONDITIONS:  Ability to communicate effectively using verbal, written, and

visual communication. May be required to work different shifts, including nights and weekends.

EDUCATION, TRAINING AND EXPERIENCE:

• High school diploma or equivalent.
• Minimum of three (3) years of customer service experience involving frequent public contact.
• Proficiency in using personal computers and customer service telephone systems.
• Call center experience is highly preferred and recommended, as this role requires strong communication skills, the ability to manage high call volumes, and a commitment to delivering
• exceptional service in a fast-paced environment.

LICENSES:  Must possess a valid Florida driver's license.

Knowledge, Skills and Abilities

• Knowledge of standard office methods and procedures.
• Knowledge of County departments, operations, and regulations.
• Knowledge of the County's mission, vision, and core values.
• Ability to maintain records/files accurately and legibly, prepare reports, and correspondence.
• Ability to meet and deal with the public effectively.
• Ability to establish and maintain effective working relationships with employees and the public.
• Ability to communicate effectively via telephone, in person, in writing, and online.
• Ability to make decisions and work without close supervision.
• Ability to operate a personal computer and other office equipment.

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