Customer Care Specialist (Online) - Customer Care

CUSTOMER CARE SPECIALIST (ONLINE) - CUSTOMER CARE

108

$40,975.00 - 52,243.00

APPLICATION DEADLINE: 3/4/2024

JOB SUMMARY

This position provides professional, courteous customer service to all customers at all times by answering inquiries and quickly resolving issues; addressing customer concerns through various online channels; and performs related work as required. The incumbent works according to some procedures; work is reviewed regularly by supervisor.

ESSENTIAL JOB FUNCTIONS:

• Maintains a positive, empathetic and professional attitude toward customers at all times;
• Responds timely and accurately to customers via email, online chat box and through the City's Gov.Qa system; phones when necessary;
• Obtains and records the details of customers' information, inquiries, comments and complaints as well as the actions taken to resolve any issues;
• Submits service and work orders as necessary to address customer concerns;
• Provides detailed information to customers regarding new account set-up, billing inquiries and payments;
• Communicates and coordinates with colleagues and management team as necessary;
• Calculates and posts adjustments to customer accounts as necessary;
• Completes move/change forms as necessary for customer account updates;
• Gathers information and data for meetings and upon the request of upper management;
• Performs routine clerical work as required, including but not limited to typing forms, reports and correspondence, copying and filing documents, entering and retrieving computer data, sending and receiving faxes, processing daily mail and assembling materials;
• Responds to chat inquiries; provides accurate information and assistance to customers; forwards calls to appropriate personnel; takes messages as necessary;
• Receives and responds to electronic inquiries, requests for assistance from the general public, ensuring compliance with Freedom of Information Act requirements;
• Assists with special projects and programs as assigned;
• Attends training, meetings, workshops, etc., as required to enhance job knowledge and skills; and
• Performs other related duties as assigned.

MINIMUM REQUIREMENTS TO PERFORM WORK:

• Associate's degree in business administration, communications, office management or closely related field;
• Three (3) years of relevant prior experience;
• May be required to type 30 corrected wpm;
• Valid South Carolina Class "D" Driver's License.