CUSTOMER SERVICE SPECIALIST

POSITION TITLE:                CUSTOMER SERVICE SPECIALIST I

POSITION ID NUMBER:    6113

DEPARTMENT:                   ACCOUNTING & FINANCE

REPORTS TO:                      BILLING SYSTEM SUPERVISOR

BASE STARTING PAY:        $15.75 PER HR / $32,760.00 PER YEAR

FLSA STATUS:                      NON-EXEMPT HOURLY

KEY WORDS:                      OFFICE, ASSISTANT, CUSTOMER SERVICE, BILLING, CALL CENTER, PAYMENTS, TELEPHONE, BILLS, CUSTOMER RESOLUTION

REPORTING LOCATION:   This position's primary work location is currently the Fort Walton Beach office located on Hughes Street. 

PROGRESSION PATHWAY

CUSTOMER SERVICE SPECIALIST I:                          $15.75 PER HOUR / $32,760.00 YEARLY

CUSTOMER SERVICE SPECIALIST II:                         $18.04 PER HOUR / $37,523.20 YEARLY 

JOB SUMMARY: Assists the daily operations of a the Fort Walton Beach customer service center.. Assures quality customer service is provided to customers through a full range of activities, including service start/stop, payments, repair work orders, phone calls, etc.   

All Okaloosa Gas District employees are held to the District’s Gold Standard for Customer Service. 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

1. Provides service to Okaloosa Gas District customers in person at one of our Customer Service offices: Receives and processes payments; answers questions; opens accounts; terminates accounts; assists with merchandise sales; and provides any other service offered by the District.
2. Assists with preparing the cutoff list.
3. Makes outbound calls to customers on the cut-off list, on the collections list, for other past due receivables, or who need to be contacted for any other reason. Interprets to the customer the nature of the charges and determines if and when a dispute should be sent to a supervisor.
4. Prepares daily night drop; balances and maintains a cash drawer.
5. Assists with daily revenue reconciliation; takes deposit to the bank.
6. Initiates or closes work orders as needed.
7. Ensures the cleanliness and appearance of the office, including the lobby and kitchen.
8. Takes payments over the phone.
9. Receives and documents gas leak reports and prepares it for dispatching.
10. Performs research on customer accounts to assist service personnel in the field.
11. Explains District policies on various services and approximate time when service can be provided.
12. Receives outside calls as part of the Call Center rotation when not actively engaged with customers or any other assigned activity.
13. Other miscellaneous job-related tasks as assigned.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. The principal duties and responsibilities enumerated are all essential job functions.

EXPERIENCE AND EDUCATION:

High School plus one to two years of experience - or

Two years of college (Associates Degree) plus zero to one year of experience. 

ESSENTIAL COMPETENCIES:

1. Demonstrated sound business ethics.
2. Confirmed excellent phone etiquette and demeanor.
3. Excellent verbal skills (oral and written) as well as mathematic (add, subtract, multiply, divide, etc.) and documentation proficiency.
4. Capable of learning and applying Okaloosa Gas District accounting and billing policies and procedures involving handling of cash, plus demonstrated knowledge of and proficiency to enforce office security.
5. Ability to work independently with little supervision and also, as a team player; exhibiting accuracy, reliability, and dependability with collaborative and competent character.
6. Exhibits effective customer relationship building and customer service skills; ability to deal with a diversity of people with tact, courtesy, and professionalism.
7. Excellent planning, prioritization and organizational skills; proven analytical skills with the ability to coordinate multi-disciplined work.
8. Understanding of natural gas utility industry and associated products.

TECHNICAL SKILLS REQUIRED:

1. Ability to accurately read or hear and write or repeat technical, numeric and other relevant information.
2. Skills to use general office equipment such as a personal computer and keyboard, facsimile machines, photocopier etc.
3. Proficiency with use of personal computer and applicable software products – may include but not limited to: Word, Excel, Outlook, Access, Internet Explorer, and PowerPoint.
4. Ability to accurately prepare routine administrative paperwork.
5. Proven ability to execute the measures and procedures related to secure handling of cash and appropriate office security.
6. Ability to analyze and solve problems.
7. Displays a proven track record of job-related success to include developed reasoning, critical thinking and analytical skills. Exercises good judgment and problem solving abilities.

OTHER FACTORS:

1. May be required to work at any of the District’s offices as needed.
2. Regular attendance is an essential function of the position.
3. Attire must be appropriate for an office environment.
4. May be required to work overtime with little notice. Subject to work other shifts.
5. Physical Effort: Requires sitting for long periods of time, viewing and working on a computer for long periods of time, standing for long periods of time, walking, bending, and light lifting.
6. DRUG TESTING FOR ILLEGAL DRUGS: Employees in this classification will be tested for illegal drugs in accordance with the District's Drug Free Workplace Policy

BENEFITS:

Okaloosa Gas Districts offers a competitive benefits package, including:

BCBS Medical 100% employer paid for employee, 92% employer paid for family,

BCBS Dental 100% employer paid for employee or family,

BCBS Vision,

Healthcare Flexible Spending Accounts (FSA),

Dependent Care Flexible Spending Accounts (FSA),

Life insurance 100% employer paid,

Short Term Disability 100% employer paid,

Long Term Disability 100% employer paid,

Accidental Death and Dismemberment 100% employer paid,

AFLAC supplemental insurance,

Air Ambulance insurance,

Pet insurance,

Vacation Leave (80 hours per year) accrual based for the first 5 years, increases thereafter,

Sick Leave (80 hours per year) accrual based

11 Paid Holidays, includes 2 days for Thanksgiving and 2 days for Christmas

401(a) 8% Employer Defined Contribution Retirement, (employer paid, does not require employee contributions)

457(b) Employee Deferred Compensation Retirement Plan

Gym reimbursement/incentive up to $50 per month

Health Fair 100% employer paid

Wellness Program w/ incentives

Safety shoe reimbursement up to $150 per year

Uniforms 100% employer paid

Employer Assistance (Counseling) Program

Employee Events - Spring Crawfish Boil, Summer Picnic, Thanksgiving Lunch, Annual Banquet/Holiday Party

and up to $3,500 annual education reimbursement.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 850-729-4700 or careers@okaloosagas.com for assistance.