Customer Service Specialist

Salary: $37,960.00 - $54,662.00 Annually Location : Portsmouth, VA Job Type: Full-Time Regular Job Number:

FY2023-00236 Department: Public Utilities Opening Date: 06/14/2024 Closing Date: 6/30/2024 11:59 PM Eastern General Statement of the Job & Essential Functions Under general supervision, this position performs a variety of routine clerical functions such as opening and terminating accounts, collecting payments, and issuing work orders. Reports to the Manager of Administration & Financial Services.

ESSENTIAL JOB FUNCTIONS Receives orders for connection or disconnection of water; records required documentation and identification; prepares adjustments to water bills due to leaks; responds to and researches complaints of water quality, disconnection for non-payment, illegal usage, billing information and water and wastewater line locations; prepares refund checks for deposit balances and overpayment; contacts customers, and collects balances for delinquency, insufficient check funds and water restoration from property lien action; prepares and dispatches work orders for service initiation, meter reading, discontinuance, or maintenance and repairs; maintains records of water and wastewater taps. Files property liens for outstanding utility bills based on city and department policy; authorizes payment extensions or payment arrangements for unpaid utility bills; processes utility accounts for billing on a scheduled basis; reviews customer utility accounts; analyzes and forwards accounts with unusually high or low consumption for verification; provides bankruptcy information at the request of the City Attorney's Office. Performs administrative support work such as word processing, creating spreadsheets, data entry and retrieval, and functions that may require interpretation, judgment and determining appropriate processes to be used; reviews forms, data and other information to ensure accuracy and conformance to established procedures and policies; utilizes supplemental data to resolve inquiries pertaining to water bills and meter leaks.

Answers telephone and greets visitors; responds to inquiries and complaints, and provides or referees callers to the appropriate source; routes messages for department personnel; prints and reviews distribution reports, scan sheets, and various billing; prepares and posts billing reports, monthly delinquent notice, and billings; reviews utility bills, prior to mailing, for high consumption and special billing. Researches outstanding bills, and develops and submits data for the state tax offset program; interacts with the public and others outside the work unit to obtain and provide information and assistance in a variety of circumstances; may screen and respond to inquiries and complaints; provides information on policies and procedures; performs other similar types of administrative support activities; responsible for establishing, coordinating, and/or maintaining filing and record systems. Performs other duties as assigned.

Individual assignments will be determined by supervisor based on current workload and department needs. Knowledge, Skills & Abilities PERFORMANCE INDICATORS Knowledge of Job: Has considerable knowledge of modern office practices and procedures.

Has considerable knowledge of arithmetic, spelling, grammar, punctuation and vocabulary. Has general knowledge of the policies and procedures, and the organization and function of the department. Is skilled in the operation of common office equipment, including popular computer-drive word processing, spreadsheet and file maintenance programs.

Is able to screen communications and, based on content, handle independently or route to proper source. Is able to correct spelling, grammatical, punctuation and typing errors. Is able to use independent judgment in organizing and establishing format.

Is able to gather information from a variety of sources and draft documents. Is able to establish and maintain moderately complex files. Is able to communicate effectively orally and in writing.

Is able to exercise tact and courtesy in frequent contact with the general public. Is able to establish and maintain effective working relationships as necessitated by work assignments. Quality of Work:

Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interacts within department and division, and with co-workers and the public.

Quantity of Work:

Maintains effective and efficient output of all duties and responsibilities as described under "Essential Job Functions." Dependability: Assumes responsibility for doing assigned work and meeting deadlines.

Completes assigned work on or before deadlines in accordance with directives, city policy, standards and prescribed procedures. Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas. Attendance: Attends work regularly and adheres to city policies and procedures regarding absences and tardiness.

Provides adequate notice to higher management with respect to vacation time and time-off requests. Initiative and Enthusiasm: Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountability.

Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction. Judgment: Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives.

Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice, and researches problems, situations and alternatives before exercising judgment.

Cooperation: Accepts supervisory instruction and direction, and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences are justified, such as poor communication, and or variance with city policy or procedures. Offers suggestions and recommendations to encourage and improve cooperation between all staff persons within the department.

Relationships with Others: Shares knowledge with supervisors and staff for mutual and departmental benefit. Contributes to maintaining high morale among all department employees.

Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the public so as to maintain good will toward the department and project a good departmental image. Tactfully and effectively handles requests, suggestions and complaints from other departments and persons to maintain good will within the city. Interacts effectively with fellow employees, supervisor, professionals and the public.

Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology.

Avoids duplication of effort. Estimates expected time of completion of elements of work and establishes a personal schedule accordingly. Attends meetings, planning sessions and discussions on time.

Implements work activity in accordance with priorities and estimated schedules. Maintains a calendar for meetings, deadlines and events. Safety and Housekeeping:

Adheres to all safety and housekeeping standards established by the city and various regulatory agencies. Sees that the standards are not violated. Maintains a clean and orderly work place.

Education, Experience & Special Requirements EDUCATION A high school diploma or the equivalent, and 3 - 4 years of customer service experience, or any equivalent combination of education and experience. Experience working in a call center, or office setting preferred. SPECIAL REQUIREMENTS An acceptable general background check to include a local and state criminal history check. Physical Demands Physical Requirements

• Must be physically able to operate a variety of automated office machinery and equipment including computer, printer, typewriter, calculator, facsimile machine, copier, multi-line telephone systems, etc. Must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
  
  Physical demand requirements are in excess of those for sedentary work. Physical Requirements

• Must be physically able to operate a variety of automated office machinery and equipment including computer, printer, typewriter, calculator, facsimile machine, copier, multi-line telephone systems, etc. Must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
  
  Physical demand requirements are in excess of those for sedentary work. Light work usually requires walking or standing to a significant degree. However, if the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for Light Work. Data Conception

• Requires the ability to compare and/or judge the readily observable, functional, structural or composite characteristics (whether similar or divergent from obvious standards) of data, people or things. Interpersonal Communication

• Requires the ability of speaking and/or signaling people to convey or exchange information. Includes receiving instructions, assignments or directions from superiors. Language Ability

• Requires the ability to read a variety of correspondence, forms, reports, log sheets, billing registers, water contracts, bills, etc. Requires the ability to prepare correspondence, forms, reports, field tickets, rate charts, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction and style.
  
  Requires the ability to speak to people with poise, voice control and confidence. Intelligence

• Requires the ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions; to deal with problems involving a few concrete variables in or from standardized situations. Verbal Aptitude

• Requires the ability to record and deliver information, explain procedures, and follow oral and written instructions. Must be able to communicate effectively and efficiently in standard English and possess a basic working knowledge of accounting, clerical and computer operation terminology. Numerical Aptitude

• Requires the ability to utilize mathematical formulas, to add and subtract, multiply and divide, and utilize decimals and percentages. Form/Spatial Aptitude

• Requires the ability to inspect items for proper length, width and shape. Motor Coordination

• Requires the ability to coordinate hands and eyes rapidly and accurately in using office equipment. Manual Dexterity

• Requires the ability to handle a variety of items such as office equipment. Must have minimal levels of eye/hand/foot coordination. Color Discrimination

• Does not require the ability to differentiate between colors and shades of color. Interpersonal Temperament

• Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress and when confronted with persons acting under stress. Physical Communication

• Requires the ability to talk and hear (Talking: expressing or exchanging ideas by means of spoken words. Hearing: perceiving nature of sounds by ear.) Must be able to communicate via telephone.
  
  AMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTS The City of Portsmouth is an Equal Opportunity Employer. ADA requires the City to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.
  
  This is a class description and not an individual position description. A class specification defines the general character and scope of duties and responsibilities of all positions in a job classification, but is not intended to describe and does not necessarily list the essential job functions for a given position in a classification. FLSA Status:
  
  Non-Exempt The city of Portsmouth offers a complete and comprehensive benefit package to full-time employees including: medical, dental, vision, legal, Flexible Spending Accounts, basic and optional life insurance, short-term disability insurance, Virginia Retirement System (includes a mandatory 5% employee contribution), holidays, vacation, sick leave, deferred compensation plan, and Chartway Credit Union. To learn more details, visit 01 Do you have three (3) - four (4) years of customer service experience? Yes No 02 Please select the highest level of education completed.
  
  Less than High School High School Diploma or GED Some College Associates/Vocational/Technical Bachelor's Degree or Higher Master's Degree 03 Do you have experience working in a call center, or office setting? Yes No 04 Describe your administrative experience. Required Question