Customer Service Specialist

Montgomery County, PA; Cincinnati (OH); On-site; USD 35,000 - 60,000; Full time

Job summary

Unknown company seeks an advanced customer service professional to manage complex inquiries and collections, leveraging thorough knowledge of customer relations and billing practices.

The role requires independent work, handling delinquent accounts, and preparing detailed responses to billing issues. It also involves acting as a backup for supervisors and coordinating with meter services when needed.

Qualifications

• Advanced level in customer service field requiring thorough knowledge of customer relations and collection techniques.
• Investigates and researches complicated customer billing problems; prepares detailed responses.
• Follows bankruptcy accounts and prepares delinquent collections procedures; uses billing software.

Responsibilities

• Acts as intermediary between Customer Service Supervisor/Superintendent and customer.
• Investigates and researches delinquent accounts and prepares associated correspondence.
• Processes delinquent final billings, payment arrangements and shut-offs; coordinates with Meter Services.
• Receives customer payments and responds to routine inquiries; backs up supervisors when needed.
• Performs related duties as required.

Skills

Customer service

Customer relations

Collections

Billing software

Research accounts

Problem resolution

Education

2-year college

High school diploma

Tools

Word processing

Spreadsheet software

Job description

Advanced level in customer service field requiring thorough knowledge of customer relations and collection techniques; under general direction, performs all the tasks of a customer service representative plus handles difficult customer inquiries and collections. Performs the material and substantial duties of the classification more than 50% of the time.

Working independently acts as an intermediary between Customer Service Supervisor/Superintendent and customer by handling difficult inquiries and accounts via telephone and in person. Utilizes billing software, communicates policy, and uses discretion to resolve difficult customer issues through good customer relations techniques. Investigates and researches complicated customer billing problems. Research accounts and corrects billings. Prepares detailed and thorough responses to system or customer problems utilizing word processing and spreadsheet software. Conveys information to customers, management, co-workers or other involved parties. 45%

Researches and tracks delinquent accounts. Determines appropriate method to collect delinquencies. Prepares necessary correspondence, answers customer inquiries, schedules shut offs. Researches, prepares and certifies delinquent accounts to property taxes and reconciles payments received. Processes delinquent final billings and payment arrangements. Prepares correspondence to address customer inquiries, delinquencies and collections procedures. Researches and recommends available collection methods. Implements new collection methods. Prepares written procedures in handling of delinquency cases. Follows bankruptcy accounts, processing necessary paperwork. Interprets bankruptcy laws. Pursues collection methods for customers whose bankruptcy is dismissed. Researches and prepares listing to write-off accounts from our financial records. 45%

Acts as a backup for the Customer Service Supervisor, Customer Service Representative and Cash Office. Receives customer payments, answers the telephone and responds to routine customer inquiries. Processes shut offs. Creates and completes work orders and coordinates with Meter Services. Works on special assignments as assigned. 10%

(Performs Related Duties as Required)

Equivalent to two (2) years of college and three (3) years of full-time work experience in customer problem resolution; or a high school diploma or GED and five (5) years of full-time work experience in customer problem resolution, plus two (2) years of full-time work experience utilizing a personal computer and standard spreadsheet and word processing software; OR alternative, equivalent evidence of the minimum class requirements.

Driving Requirement: Must maintain a current, valid United States driver’s license with an acceptable driving record.

Training and Development: N/A