UB Customer Service Specialist I

Essential Functions

• Aids customers with a variety of utility account and bill-related inquiries.
• Prepares utility billing statements and corrects account problems.
• Processes utility meter readings, connects/disconnects of service, and handles new construction meter set-ups.
• Responds to customer inquiries regarding water and electric consumption, leaks, and service requests.
• Works with outside agencies and other City departments on utility billing issues.
• Interacts with customers in a courteous and professional manner, handling both friendly and challenging interactions.
• Completes various monthly reports, daily jobs, and special projects.
• Solves account problems promptly and efficiently.
• Performs other duties as assigned.

Other Job Functions

Completes various monthly reports, assorted daily jobs, and special projects.

Qualifications

• High School Graduate or GED.
• 3 years previous work experience in a fast-paced, high-stress phone and face-to-face customer service position, preferably in a call center environment.
• Calculator/10-key/equivalent use and keyboarding at a proficient speed while speaking to the customer by telephone or in person.
• Proficiency with computers and software.
• Spanish-speaking ability preferred.

Knowledge, Skills, And Abilities

• Communicate effectively and diplomatically with the public and co-workers in a variety of situations.
• Understand and resolve complex customer account inquiries.
• Work efficiently & effectively in a fast-paced environment with courtesy and kindness.
• Learn quickly and develop a sound understanding and use of customized, complex software.
• Maintain confidential information.
• Apply conflict resolution skills to ensure successful outcomes.

Physical Demands And Working Conditions

• Frequent minimal physical effort typically found in clerical work.
• Primarily sedentary, may occasionally lift and carry light objects.
• Frequent exposure to routine office noise and equipment.
• Occasional exposure to hazards typically found in general office environments where there is rarely to no exposure to injury or accident.