Customer Service Specialist Full Time

Job Description:
Algona Municipal Utilities is seeking a dedicated Customer Service Specialist to join our team. This full-time-Part Time position offers an opportunity for an individual with excellent communication and problem-solving skills to make a direct impact on our customer experience. As a key member of our customer service team, the Customer Service Specialist will handle a wide range of inquiries and service requests, providing effective solutions to customers and ensuring a high standard of service.

The ideal candidate will be a team-oriented professional who thrives in a fast-paced environment and is passionate about delivering top-tier customer service. In this role, you will engage with customers through phone, email, and in-person interactions, addressing utility service concerns, account questions, and billing inquiries. You will work closely with other departments to ensure seamless service delivery and resolve any issues that may arise. Your ability to empathize with customers, explain complex billing details, and handle service concerns with professionalism will play a vital role in enhancing customer satisfaction.

Key Responsibilities:

Serve as the first point of contact for customers via phone, email, and in person, addressing inquiries regarding utility services, billing, account changes, service interruptions, and more.
Provide detailed and clear explanations of utility bills, helping customers understand their charges, consumption patterns, and any discrepancies.
Process customer payments, service requests, account changes, and adjustments accurately and in a timely manner.
Identify and troubleshoot service-related issues, offering effective solutions and guidance or escalating more complex issues to the appropriate department.
Maintain accurate records of all customer interactions, including inquiries, issues, and resolutions, ensuring all information is documented in our customer service management system.
Ensure that customer accounts are maintained in compliance with company policies and regulatory standards.
Collaborate with various internal teams (e.g., billing, maintenance, and field services) to resolve customer concerns and ensure smooth and efficient service delivery.
Handle customer complaints or concerns with professionalism, offering appropriate solutions and following up to ensure complete satisfaction.
Provide general assistance and guidance to customers on service outages, billing processes, payment options, and available utility programs.
Contribute ideas for process improvements to streamline operations and enhance the customer experience.

Qualifications:

High school diploma or equivalent required; some college coursework or a degree in a related field is preferred.
Previous experience in customer service, particularly in a utility, service, or public-sector environment, is a plus.
Strong verbal and written communication skills, with the ability to clearly convey information and engage effectively with customers.
Exceptional problem-solving skills and the ability to handle complex inquiries with a calm and professional demeanor.
Detail-oriented with excellent organizational and time management abilities.
Ability to multi-task in a fast-paced environment while maintaining a high level of accuracy and attention to detail.
Proficiency in Microsoft Office applications and customer service management software.
A positive, customer-first attitude and a commitment to delivering exceptional service.
Ability to maintain confidentiality and handle sensitive customer information with integrity and professionalism.

Benefits:

Competitive salary based on experience. Remote Work From Home, Flexible Work Hours
Health, dental, and vision insurance plans.
Retirement plan with employer matching contributions.
Paid time off (PTO) including vacation, holidays, and sick leave.
Life insurance and disability coverage.
Professional development opportunities and training programs.
Employee wellness programs.
Friendly, supportive work environment with opportunities for career growth.

Tagged as: customer service