LEAD CUSTOMER SERVICE SPECIALIST
Arlington, VA Arlington, VA Full-time Full-time $57,782 - $88,192 a year $57,782 - $88,192 a year 6 days ago 6 days ago 6 days ago Position Information Are you a customer service-oriented person with great listening, data entry, problem solving, and multi-tasking skills? The Department of Environmental Services (DES) Customer Service Office (CSO) is looking for someone who can provide oversight and escalated customer support for the high-volume Contact Center within the DES Customer Service Office performing duties in two major areas:
customer contact and general administrative support.
The Contact Center supports various programs such as County utility services, billing services, solid waste services, transportation operations, and other DES lines of business.
Major Job Duties:
Assisting the CSO Customer Service Supervisor with monitoring the day-to-day work of the CSO Customer Contact Team; Ensuring compliance with policies, procedures, and protocols of the call center; Providing the first level of escalation for incoming calls and customer inquiries and referring complex customer and services issues to the CSO Customer Service Supervisor for review and resolution; Responding to and resolving more complex and unique customer issues related to utility emergencies, billing, billing adjustments, refuse, water service, traffic, and other general departmental matters; Consulting with supervisory staff, billing staff and other internal experts, and reviewing policies, standard operating procedures, GIS and Real Estate Assessments to resolve more complex technical service inquiries; Researching and analyzing customers' account and service to solve highly complex issues, including escalated County Manager and County Board issues; Maintaining records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken; and Leading operations for special projects for the Customer Service Office, such as coordinating the disbursement of the State-funded utility relief program and the application of the State-funded Low Income Housing Water Assistance Program.
Ideal Candidate Description:
The ideal candidate will demonstrate the following:
Excellent communication skills, both written and verbal to communicate with the public and internal department staff; A working knowledge of billing concepts, practices and procedures and related back-office tasks including managing time sensitive teamwork; and Proficiency using Microsoft Office applications including Word, Excel, Outlook and Access.
Selection Criteria Minimum
Qualifications:
High school diploma or the equivalent; and Considerable experience providing administrative support and/or customer service, or working in a high-volume call center, including at least one year as a lead or senior customer service representative.
Substitution:
Successful completion of college coursework from an accredited college or university may be substituted for the experience requirement.
Desirable
Qualifications:
Preference may be given to candidates with experience in one or more of the following:
Working with complex rate structures, complex billing matters and metering technology Working on financial data analysis, revenue projections and billing trends analysis; Using a database system to enter and retrieve data for reports, resolve customer billing issues and other service-related customer concerns, and research information using the internet; and/or Working in local government or a utilities-based environment providing customer experience.
Special Requirements A pre-employment criminal records check will be conducted.
It may include checks of the following:
criminal record, driving record, education, professional licensure, and credit history.
You may be required to sign a release authorizing the County to obtain your background information.
Additional Information Work hours:
Full-time, Monday through Friday, 10:
00am-7:
00pm with some flexibility and telework options.
Please complete each section of the application.
A resume may be attached; however, it will not substitute for the completed application.
Your responses to the supplemental questionnaire are required for this position.
Incomplete applications will not be considered.
Applicants who have questions or need assistance with the application may telephone (703) 228-3500 or visit the Human Resources Department.
Our staff will be happy to work with you to enter your application into the system.
Public access computers are available at all County Libraries, and in the Human Resources Department.
The examination process for this position may include:
(1) training and experience evaluation; (2) written and oral examination; (3) personal interview; (4) performance test/work sample; and/or (5) physical examination.
Applicants with disabilities may request reasonable accommodation during the application or selection process.
Please call the ADA Coordinator at 703-228-3559 (voice) or email email protected .
.
Estimated Salary: $20 to $28 per hour based on qualifications.
customer contact and general administrative support.
The Contact Center supports various programs such as County utility services, billing services, solid waste services, transportation operations, and other DES lines of business.
Major Job Duties:
Assisting the CSO Customer Service Supervisor with monitoring the day-to-day work of the CSO Customer Contact Team; Ensuring compliance with policies, procedures, and protocols of the call center; Providing the first level of escalation for incoming calls and customer inquiries and referring complex customer and services issues to the CSO Customer Service Supervisor for review and resolution; Responding to and resolving more complex and unique customer issues related to utility emergencies, billing, billing adjustments, refuse, water service, traffic, and other general departmental matters; Consulting with supervisory staff, billing staff and other internal experts, and reviewing policies, standard operating procedures, GIS and Real Estate Assessments to resolve more complex technical service inquiries; Researching and analyzing customers' account and service to solve highly complex issues, including escalated County Manager and County Board issues; Maintaining records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken; and Leading operations for special projects for the Customer Service Office, such as coordinating the disbursement of the State-funded utility relief program and the application of the State-funded Low Income Housing Water Assistance Program.
Ideal Candidate Description:
The ideal candidate will demonstrate the following:
Excellent communication skills, both written and verbal to communicate with the public and internal department staff; A working knowledge of billing concepts, practices and procedures and related back-office tasks including managing time sensitive teamwork; and Proficiency using Microsoft Office applications including Word, Excel, Outlook and Access.
Selection Criteria Minimum
Qualifications:
High school diploma or the equivalent; and Considerable experience providing administrative support and/or customer service, or working in a high-volume call center, including at least one year as a lead or senior customer service representative.
Substitution:
Successful completion of college coursework from an accredited college or university may be substituted for the experience requirement.
Desirable
Qualifications:
Preference may be given to candidates with experience in one or more of the following:
Working with complex rate structures, complex billing matters and metering technology Working on financial data analysis, revenue projections and billing trends analysis; Using a database system to enter and retrieve data for reports, resolve customer billing issues and other service-related customer concerns, and research information using the internet; and/or Working in local government or a utilities-based environment providing customer experience.
Special Requirements A pre-employment criminal records check will be conducted.
It may include checks of the following:
criminal record, driving record, education, professional licensure, and credit history.
You may be required to sign a release authorizing the County to obtain your background information.
Additional Information Work hours:
Full-time, Monday through Friday, 10:
00am-7:
00pm with some flexibility and telework options.
Please complete each section of the application.
A resume may be attached; however, it will not substitute for the completed application.
Your responses to the supplemental questionnaire are required for this position.
Incomplete applications will not be considered.
Applicants who have questions or need assistance with the application may telephone (703) 228-3500 or visit the Human Resources Department.
Our staff will be happy to work with you to enter your application into the system.
Public access computers are available at all County Libraries, and in the Human Resources Department.
The examination process for this position may include:
(1) training and experience evaluation; (2) written and oral examination; (3) personal interview; (4) performance test/work sample; and/or (5) physical examination.
Applicants with disabilities may request reasonable accommodation during the application or selection process.
Please call the ADA Coordinator at 703-228-3559 (voice) or email email protected .
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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