Customer Service Specialist
Emerald Coast Utilities Authority · Pensacola, FL · 1 mo ago
OTHRFull-time
We need to output HTML fragment with sections: Use for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. The posting includes: JOB SUMMARY (maybe About the role), Responsibilities (list of duties), Minimum Qualifications (maybe Requirements/Qualifications), Knowledge, Skills, and Abilities (Skills). No explicit Pay, Benefits, Schedule. So we should not include those sections. Also we should not repeat job title. We need to preserve all substantive info, but remove boilerplate like EEO, etc. Also remove duplicated lines. Also remove navigation/cookie etc. The posting includes a lot of text; we need to parse into sections.
We need to produce HTML with
for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. The posting includes: JOB SUMMARY (maybe About the role), Responsibilities (list of duties), Minimum Qualifications (maybe Requirements/Qualifications), Knowledge, Skills, and Abilities (Skills). No explicit Pay, Benefits, Schedule. So we should not include those sections. Also we should not repeat job title. We need to preserve all substantive info, but remove boilerplate like EEO, etc. Also remove duplicated lines. Also remove navigation/cookie etc. The posting includes a lot of text; we need to parse into sections.
We need to produce HTML with headings and - for any list of duties/requirements/benefits, and
for prose.
We need to decide which headings to use: "About the role" could correspond to JOB SUMMARY. "Responsibilities" for Essential Job Functions list. "Requirements" maybe Minimum Qualifications? Or "Qualifications". The instructions: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We can choose appropriate ones. Probably we need both Requirements and Qualifications? Might be redundant. Better to use "Requirements" for minimum qualifications and "Qualifications" for preferred qualifications? But we have only one block: Minimum Qualifications includes preferred etc. Could split into Requirements (must have) and Qualifications (preferred). However instructions: Prefer a few substantive sections over many thin ones. So maybe just use "Requirements" to cover qualifications. Or use "Qualifications". Let's decide: Use "About the role" for job summary, "Responsibilities" for essential functions, "Requirements" for minimum qualifications (including education, experience), "Skills" for knowledge, skills, abilities. That seems reasonable.
We must not include sections with filler like "commensurate with experience". Not present.
We need to preserve all substantive info: That includes job summary text, responsibilities list (many bullet-like sentences), minimum qualifications text (including education, experience, etc.), knowledge, skills, abilities text (including list of knowledge, skill, abilities). We need to convert lists to
- . The responsibilities are a long paragraph with many duties separated by periods. We need to split into list items. Probably each sentence starting with a verb is a duty. We'll need to parse.
Similarly for knowledge, skills, abilities: there is a "Knowledge Of" section with bullet-like items separated by line breaks? Actually it's a paragraph: "Knowledge Of Knowledge, Skills, and Abilities/Supplemental Information Standard office practices, procedures, and equipment Basic principles and practices of clerical accounting, billing, collections, and adjustments Assisting customers courteously and diplomatically Record keeping practices and procedures Posting payments to accounts and performing mathematical computations with speed and accuracy". Then "Skill In" list: "Verbal and written communication Problem Solving Multi-tasking Dealing courteously and diplomatically with the general public Making mathematical calculations Expressing oneself clearly and concisely with particular skill in telephone communication Typing and operating a computer keyboard Performing a variety of tasks daily - using various computer programs and functions Maintaining a high level of organization throughout the day". Then "Abilities" list: "Listen to customer problems, extract relevant information, research and gather pertinent information, determine proper course of action within established policy and procedure and implement problem resolution Add, subtract, multiply, and divide whole numbers. Accurately compute fractions and percentages Deal with problems involving several concrete variables in standardized situations". We'll need to turn each of these into list items.
We also need to remove boilerplate: Equal Opportunity Employer/Veterans' Preference etc. Also remove "Physical Requirements/Working Environment" maybe? That's not a heading we have; but it's substantive? It describes physical requirements. Could be considered part of Requirements? But we have no specific heading for Physical Requirements. The instructions say include a section ONLY when posting has real specific content for it. We could include a "Requirements" section that includes physical requirements. But we already have Requirements for qualifications. Might be better to have a "Requirements" section that includes both qualifications and physical requirements. However we already have a Skills section. Could combine qualifications and physical under Requirements. But we need to preserve all info. Let's think: The posting includes "Physical Requirements/Working Environment" with details. That's substantive. We could include it under a "Requirements" heading as part of the list. Or we could create a separate "Physical Requirements" heading but not in allowed list. The allowed headings are limited to those eight. So we must fit into those. Physical requirements could go under "Requirements" or maybe "Qualifications". I'd put under "Requirements". So Requirements section will include education, experience, physical requirements, etc.
Thus sections:
- About the role: job summary paragraph.
- Responsibilities: list of essential job functions.
- Requirements: includes minimum qualifications (education, experience, etc.) plus physical requirements/working environment.
- Skills: knowledge, skills, abilities.
We must not include Benefits, Pay, Schedule.
Now we need to format.
We need to ensure we don't repeat job title. No headings for Job ID etc.
We need to strip out boilerplate: "Equal Opportunity Employer/Veterans' Preference..." and the veterans preference text. Also remove "All applicants are subject to physical assessments as required by job." maybe part of physical requirements? Actually that is in the EEO block? It appears after the EEO block: "All applicants are subject to physical assessments as required by job." That's still substantive? It's about physical assessments. Could be considered part of physical requirements. We'll keep it maybe.
But we need to remove duplicated lines. There's some duplication: "Work in a high volume/stressful environment." appears twice? Actually appears in Physical Requirements/Working Environment block: first sentence: "Work in a high volume/stressful environment." Then later: "While performing the essential functions of this job the employee is regularly required to sit for extended periods of time, move about in a typical office setting, use hands to finger, handle, or feel, and reach with hands and arms." Then later: "While performing the essential functions of this job the employee is regularly required to work in a typical office setting, use standard office equipment, read printed material and a computer screen, and communicate in person and over the telephone." Then: "The incumbent's working conditions are typically moderately quiet." That's all.
We'll keep all.
Now we need to convert to HTML.
Let's extract the job summary: "JOB SUMMARY: Provides technical assistance and information to customers with specific utility problems, either in person or by telephone. Employees at this level engage in a wide range of public service contacts regarding account inquiries, utility service, various service rates, policies, and procedures. Employees assigned to this class may be assigned to the call center handling telephone inquiries, the lobby center assisting walk-in customers, the collections section or the research section. The work requires extreme tact and courtesy in handling customers and independent judgment is required to make moderately complex decisions. Work is generally performed independently and requires frequent decision-making within established policies and procedures."
We'll put that in
under
About the role
.
Responsibilities: The section "Essential Job Functions" then a list of duties each starting with a capital verb. We'll split each sentence (or clause) into - . Let's list them:
1. Responds to incoming calls and visits from residential and commercial customers inquiring about status of accounts, account balances, past due amounts, delinquent accounts, balances from previous accounts, payment extensions, payment arrangements, high consumption, and other account inquiries.
2. Prepares delinquent/shut-off listing including deduction of depository, provides account status via radio contact with field technicians for customers with updated payments, and verifies shut-off listing to ensure payments have not been received.
3. Updates the account status into a computer terminal, entering any changes, arrangements, payments, etc.
4. Investigates accounts when charitable agencies make inquiries for payment purposes, makes required arrangements on these accounts for agencies guaranteed payments, makes account adjustments for customers for misread meters, leaks, etc., and processes payment transfers and payment corrections, when applicable.
5. Evaluates and researches account inquiries and transfers or terminates service at customers request after proper verification.
6. Quotes fees for water and sewer service, water taps, sewer taps, sewer and water impact fees, and commercial and residential sanitation collection fees.
7. Calculates fees for sewer and water rates; sets up new customers; closes out accounts; and issues work orders.
8. Establishes and processes new accounts and reinstates disconnected service to accounts.
9. Issues work orders for initial and final reads, re-reads, crossed meters, and meter flow tests.
10. Establishes customer service for sanitation collection and explains rules, regulations, and procedures.
11. Issues work orders for special trash pick up quoting additional charges for service.
12. Prepares a variety of correspondence, upon customers' inquiries, i.e., name change, deposit relinquish, final balances, re-reads, account printouts, sanitation variances, and senior citizens discounts; completes a variety of customer contracts.
13. Maintains a high level of organizational skills in order to work efficiently in a fast paced and constantly changing environment.
14. Uses multi-tasking skills throughout the day to take care of customers and maintain ECUA processes.
15. Speak, understand, read, and write a second language fluently (as specified, other than English); assists non-English speaking customers to address and resolve his or her issue.
16. All other duties as assigned.
We'll put each as
- .
Now Requirements: Combine Minimum Qualifications and Physical Requirements/Working Environment.
Minimum Qualifications text:
"Minimum Qualifications
High school diploma or equivalent. (Educational documentation will be required upon offer of employment.)
A minimum of two years of experience in a customer service role is preferred.
Experience in a formal customer service call/contact center is preferred but not required.
Three or more years of experience in customer service, public-facing service, or a related customer service environment is highly desirable.
Experience must include providing service to a diverse customer base; handling a high volume of customer inquiries, requests, or transactions; obtaining and evaluating pertinent information; identifying and analyzing customer needs, problems, or situations; exercising independent judgment to determine the appropriate action; and effectively implementing or communicating solutions.
Qualifying experience may be gained in a variety of customer service environments, including but not limited to call/contact centers, utilities, retail, banking, hospitality, healthcare, government, or other public-facing service organizations.
A call center is a central office staffed by agents dedicated to handling large volumes of customer contacts by telephone. Call centers generally focus on processing incoming calls, but may handle outgoing calls as well.
Must have a moderate level of proficiency using a computer to perform daily job functions.
Experience using the AS400 is preferred.
Experience with a utility provider is desired.
Any combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.
Employment offers to all new hires are contingent upon the job candidates successfully passing background, motor vehicle and reference checks, drug screening, and post job offer physicals (that may include pulmonary testing)."
Physical Requirements/Working Environment text:
"Physical Requirements/Working Environment
Work in a high volume/stressful environment.
While performing the essential functions of this job the employee is regularly required to sit for extended periods of time, move about in a typical office setting, use hands to finger, handle, or feel, and reach with hands and arms.
While performing the essential functions of this job the employee is regularly required to work in a typical office setting, use standard office equipment, read printed material and a computer screen, and communicate in person and over the telephone.
The incumbent's working conditions are typically moderately quiet.
All applicants are subject to physical assessments as required by job."
We need to turn these into list items? The instructions: Use
- for any list of duties/requirements/benefits. So
- for any list of duties/requirements/benefits, and
for prose. We need to decide which headings to use: "About the role" could correspond to JOB SUMMARY. "Responsibilities" for Essential Job Functions list. "Requirements" maybe Minimum Qualifications? Or "Qualifications". The instructions: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We can choose appropriate ones. Probably we need both Requirements and Qualifications? Might be redundant. Better to use "Requirements" for minimum qualifications and "Qualifications" for preferred qualifications? But we have only one block: Minimum Qualifications includes preferred etc. Could split into Requirements (must have) and Qualifications (preferred). However instructions: Prefer a few substantive sections over many thin ones. So maybe just use "Requirements" to cover qualifications. Or use "Qualifications". Let's decide: Use "About the role" for job summary, "Responsibilities" for essential functions, "Requirements" for minimum qualifications (including education, experience), "Skills" for knowledge, skills, abilities. That seems reasonable. We must not include sections with filler like "commensurate with experience". Not present. We need to preserve all substantive info: That includes job summary text, responsibilities list (many bullet-like sentences), minimum qualifications text (including education, experience, etc.), knowledge, skills, abilities text (including list of knowledge, skill, abilities). We need to convert lists to
- . The responsibilities are a long paragraph with many duties separated by periods. We need to split into list items. Probably each sentence starting with a verb is a duty. We'll need to parse.
Similarly for knowledge, skills, abilities: there is a "Knowledge Of" section with bullet-like items separated by line breaks? Actually it's a paragraph: "Knowledge Of Knowledge, Skills, and Abilities/Supplemental Information Standard office practices, procedures, and equipment Basic principles and practices of clerical accounting, billing, collections, and adjustments Assisting customers courteously and diplomatically Record keeping practices and procedures Posting payments to accounts and performing mathematical computations with speed and accuracy". Then "Skill In" list: "Verbal and written communication Problem Solving Multi-tasking Dealing courteously and diplomatically with the general public Making mathematical calculations Expressing oneself clearly and concisely with particular skill in telephone communication Typing and operating a computer keyboard Performing a variety of tasks daily - using various computer programs and functions Maintaining a high level of organization throughout the day". Then "Abilities" list: "Listen to customer problems, extract relevant information, research and gather pertinent information, determine proper course of action within established policy and procedure and implement problem resolution Add, subtract, multiply, and divide whole numbers. Accurately compute fractions and percentages Deal with problems involving several concrete variables in standardized situations". We'll need to turn each of these into list items.
We also need to remove boilerplate: Equal Opportunity Employer/Veterans' Preference etc. Also remove "Physical Requirements/Working Environment" maybe? That's not a heading we have; but it's substantive? It describes physical requirements. Could be considered part of Requirements? But we have no specific heading for Physical Requirements. The instructions say include a section ONLY when posting has real specific content for it. We could include a "Requirements" section that includes physical requirements. But we already have Requirements for qualifications. Might be better to have a "Requirements" section that includes both qualifications and physical requirements. However we already have a Skills section. Could combine qualifications and physical under Requirements. But we need to preserve all info. Let's think: The posting includes "Physical Requirements/Working Environment" with details. That's substantive. We could include it under a "Requirements" heading as part of the list. Or we could create a separate "Physical Requirements" heading but not in allowed list. The allowed headings are limited to those eight. So we must fit into those. Physical requirements could go under "Requirements" or maybe "Qualifications". I'd put under "Requirements". So Requirements section will include education, experience, physical requirements, etc.
Thus sections:
- About the role: job summary paragraph.
- Responsibilities: list of essential job functions.
- Requirements: includes minimum qualifications (education, experience, etc.) plus physical requirements/working environment.
- Skills: knowledge, skills, abilities.
We must not include Benefits, Pay, Schedule.
Now we need to format.
We need to ensure we don't repeat job title. No headings for Job ID etc.
We need to strip out boilerplate: "Equal Opportunity Employer/Veterans' Preference..." and the veterans preference text. Also remove "All applicants are subject to physical assessments as required by job." maybe part of physical requirements? Actually that is in the EEO block? It appears after the EEO block: "All applicants are subject to physical assessments as required by job." That's still substantive? It's about physical assessments. Could be considered part of physical requirements. We'll keep it maybe.
But we need to remove duplicated lines. There's some duplication: "Work in a high volume/stressful environment." appears twice? Actually appears in Physical Requirements/Working Environment block: first sentence: "Work in a high volume/stressful environment." Then later: "While performing the essential functions of this job the employee is regularly required to sit for extended periods of time, move about in a typical office setting, use hands to finger, handle, or feel, and reach with hands and arms." Then later: "While performing the essential functions of this job the employee is regularly required to work in a typical office setting, use standard office equipment, read printed material and a computer screen, and communicate in person and over the telephone." Then: "The incumbent's working conditions are typically moderately quiet." That's all.
We'll keep all.
Now we need to convert to HTML.
Let's extract the job summary: "JOB SUMMARY: Provides technical assistance and information to customers with specific utility problems, either in person or by telephone. Employees at this level engage in a wide range of public service contacts regarding account inquiries, utility service, various service rates, policies, and procedures. Employees assigned to this class may be assigned to the call center handling telephone inquiries, the lobby center assisting walk-in customers, the collections section or the research section. The work requires extreme tact and courtesy in handling customers and independent judgment is required to make moderately complex decisions. Work is generally performed independently and requires frequent decision-making within established policies and procedures."
We'll put that in
under
About the role
. Responsibilities: The section "Essential Job Functions" then a list of duties each starting with a capital verb. We'll split each sentence (or clause) into - . Let's list them: 1. Responds to incoming calls and visits from residential and commercial customers inquiring about status of accounts, account balances, past due amounts, delinquent accounts, balances from previous accounts, payment extensions, payment arrangements, high consumption, and other account inquiries. 2. Prepares delinquent/shut-off listing including deduction of depository, provides account status via radio contact with field technicians for customers with updated payments, and verifies shut-off listing to ensure payments have not been received. 3. Updates the account status into a computer terminal, entering any changes, arrangements, payments, etc. 4. Investigates accounts when charitable agencies make inquiries for payment purposes, makes required arrangements on these accounts for agencies guaranteed payments, makes account adjustments for customers for misread meters, leaks, etc., and processes payment transfers and payment corrections, when applicable. 5. Evaluates and researches account inquiries and transfers or terminates service at customers request after proper verification. 6. Quotes fees for water and sewer service, water taps, sewer taps, sewer and water impact fees, and commercial and residential sanitation collection fees. 7. Calculates fees for sewer and water rates; sets up new customers; closes out accounts; and issues work orders. 8. Establishes and processes new accounts and reinstates disconnected service to accounts. 9. Issues work orders for initial and final reads, re-reads, crossed meters, and meter flow tests. 10. Establishes customer service for sanitation collection and explains rules, regulations, and procedures. 11. Issues work orders for special trash pick up quoting additional charges for service. 12. Prepares a variety of correspondence, upon customers' inquiries, i.e., name change, deposit relinquish, final balances, re-reads, account printouts, sanitation variances, and senior citizens discounts; completes a variety of customer contracts. 13. Maintains a high level of organizational skills in order to work efficiently in a fast paced and constantly changing environment. 14. Uses multi-tasking skills throughout the day to take care of customers and maintain ECUA processes. 15. Speak, understand, read, and write a second language fluently (as specified, other than English); assists non-English speaking customers to address and resolve his or her issue. 16. All other duties as assigned. We'll put each as
- .
Now Requirements: Combine Minimum Qualifications and Physical Requirements/Working Environment.
Minimum Qualifications text:
"Minimum Qualifications
High school diploma or equivalent. (Educational documentation will be required upon offer of employment.)
A minimum of two years of experience in a customer service role is preferred.
Experience in a formal customer service call/contact center is preferred but not required.
Three or more years of experience in customer service, public-facing service, or a related customer service environment is highly desirable.
Experience must include providing service to a diverse customer base; handling a high volume of customer inquiries, requests, or transactions; obtaining and evaluating pertinent information; identifying and analyzing customer needs, problems, or situations; exercising independent judgment to determine the appropriate action; and effectively implementing or communicating solutions.
Qualifying experience may be gained in a variety of customer service environments, including but not limited to call/contact centers, utilities, retail, banking, hospitality, healthcare, government, or other public-facing service organizations.
A call center is a central office staffed by agents dedicated to handling large volumes of customer contacts by telephone. Call centers generally focus on processing incoming calls, but may handle outgoing calls as well.
Must have a moderate level of proficiency using a computer to perform daily job functions.
Experience using the AS400 is preferred.
Experience with a utility provider is desired.
Any combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.
Employment offers to all new hires are contingent upon the job candidates successfully passing background, motor vehicle and reference checks, drug screening, and post job offer physicals (that may include pulmonary testing)."
Physical Requirements/Working Environment text:
"Physical Requirements/Working Environment
Work in a high volume/stressful environment.
While performing the essential functions of this job the employee is regularly required to sit for extended periods of time, move about in a typical office setting, use hands to finger, handle, or feel, and reach with hands and arms.
While performing the essential functions of this job the employee is regularly required to work in a typical office setting, use standard office equipment, read printed material and a computer screen, and communicate in person and over the telephone.
The incumbent's working conditions are typically moderately quiet.
All applicants are subject to physical assessments as required by job."
We need to turn these into list items? The instructions: Use
- for any list of duties/requirements/benefits. So
- . The responsibilities are a long paragraph with many duties separated by periods. We need to split into list items. Probably each sentence starting with a verb is a duty. We'll need to parse.
Similarly for knowledge, skills, abilities: there is a "Knowledge Of" section with bullet-like items separated by line breaks? Actually it's a paragraph: "Knowledge Of Knowledge, Skills, and Abilities/Supplemental Information Standard office practices, procedures, and equipment Basic principles and practices of clerical accounting, billing, collections, and adjustments Assisting customers courteously and diplomatically Record keeping practices and procedures Posting payments to accounts and performing mathematical computations with speed and accuracy". Then "Skill In" list: "Verbal and written communication Problem Solving Multi-tasking Dealing courteously and diplomatically with the general public Making mathematical calculations Expressing oneself clearly and concisely with particular skill in telephone communication Typing and operating a computer keyboard Performing a variety of tasks daily - using various computer programs and functions Maintaining a high level of organization throughout the day". Then "Abilities" list: "Listen to customer problems, extract relevant information, research and gather pertinent information, determine proper course of action within established policy and procedure and implement problem resolution Add, subtract, multiply, and divide whole numbers. Accurately compute fractions and percentages Deal with problems involving several concrete variables in standardized situations". We'll need to turn each of these into list items.
We also need to remove boilerplate: Equal Opportunity Employer/Veterans' Preference etc. Also remove "Physical Requirements/Working Environment" maybe? That's not a heading we have; but it's substantive? It describes physical requirements. Could be considered part of Requirements? But we have no specific heading for Physical Requirements. The instructions say include a section ONLY when posting has real specific content for it. We could include a "Requirements" section that includes physical requirements. But we already have Requirements for qualifications. Might be better to have a "Requirements" section that includes both qualifications and physical requirements. However we already have a Skills section. Could combine qualifications and physical under Requirements. But we need to preserve all info. Let's think: The posting includes "Physical Requirements/Working Environment" with details. That's substantive. We could include it under a "Requirements" heading as part of the list. Or we could create a separate "Physical Requirements" heading but not in allowed list. The allowed headings are limited to those eight. So we must fit into those. Physical requirements could go under "Requirements" or maybe "Qualifications". I'd put under "Requirements". So Requirements section will include education, experience, physical requirements, etc.
Thus sections:
- About the role: job summary paragraph.
- Responsibilities: list of essential job functions.
- Requirements: includes minimum qualifications (education, experience, etc.) plus physical requirements/working environment.
- Skills: knowledge, skills, abilities.
We must not include Benefits, Pay, Schedule.
Now we need to format.
We need to ensure we don't repeat job title. No headings for Job ID etc.
We need to strip out boilerplate: "Equal Opportunity Employer/Veterans' Preference..." and the veterans preference text. Also remove "All applicants are subject to physical assessments as required by job." maybe part of physical requirements? Actually that is in the EEO block? It appears after the EEO block: "All applicants are subject to physical assessments as required by job." That's still substantive? It's about physical assessments. Could be considered part of physical requirements. We'll keep it maybe.
But we need to remove duplicated lines. There's some duplication: "Work in a high volume/stressful environment." appears twice? Actually appears in Physical Requirements/Working Environment block: first sentence: "Work in a high volume/stressful environment." Then later: "While performing the essential functions of this job the employee is regularly required to sit for extended periods of time, move about in a typical office setting, use hands to finger, handle, or feel, and reach with hands and arms." Then later: "While performing the essential functions of this job the employee is regularly required to work in a typical office setting, use standard office equipment, read printed material and a computer screen, and communicate in person and over the telephone." Then: "The incumbent's working conditions are typically moderately quiet." That's all.
We'll keep all.
Now we need to convert to HTML.
Let's extract the job summary: "JOB SUMMARY: Provides technical assistance and information to customers with specific utility problems, either in person or by telephone. Employees at this level engage in a wide range of public service contacts regarding account inquiries, utility service, various service rates, policies, and procedures. Employees assigned to this class may be assigned to the call center handling telephone inquiries, the lobby center assisting walk-in customers, the collections section or the research section. The work requires extreme tact and courtesy in handling customers and independent judgment is required to make moderately complex decisions. Work is generally performed independently and requires frequent decision-making within established policies and procedures."
We'll put that in