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Customer Service Specialist
Salary
$24.97-$27.40
$51,937.6 – $56,992
Job Summary
The Customer Service Specialist is responsible for review, research, resolution and response of escalated customer concerns.
Essential Functions
- Accepts walk up payments and reconciles payments.
- Provides written and verbal reports to management, as required.
- Participates in meetings, information gathering and sharing sessions to provide trends and patterns of escalation.
- Develops and maintains a database or an automated record keeping system of payments, applications, complaints, incentives, violations.
- Establishes and maintains effective working relationships and public relations.
- Assists with correspondence via email, web, and letters of acknowledgement and follow up.
- Responds to customer interactions via the telephone, email, internet, or in person in a professional, courteous, accurate manner while recording a brief overview of communication.
- Develops a rapport with internal/external customers.
- Answers customer’s question or solves the problem during initial contact, if follow-up is required, must do so within the timeframe committed to the customer.
- Performs all other duties as assigned.
Customer Solutions Specialty
- Researches, resolves, and responds to situations considered high-profile, sensitive, and/or escalated in nature.
- Works as required in the customer solutions phone que to resolve customer escalations within the same day.
- May be required to respond in writing both through written and/or electronic correspondence (email/chat) to CLSUD’s internal and external customer within departmental guidelines of established deliverable dates.
- Identifies and communicates emerging issues; updating tracking log, and processing front-line Customer Service Applications.
Decision Making
- Works under limited supervision.
Minimum Requirements
High School Diploma or GED.
- Four years’ experience in a customer service environment.
- Valid Class “C” Texas Drivers License.
- Proficient in the use of Microsoft Office environment.
- Ability to work regularly scheduled shifts within District’s hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.
Preferred Qualifications
- Two years’ of college courses in business administration or related field from an institution accredited by a recognized accrediting agency.
- Bilingual in English/Spanish.
- Computer skills including knowledge of Excel, Word, and PDF.
JOB DIMENSIONS
- Regular contact with internal and external customers, including the general public.
- Must be able to work as a Team member.
- Ability to communicate effectively verbally and in writing.
- Able to multi-task and adjust priorities in a fast-paced environment.
- Highly organized and attentive to details strong analytical aptitude.
Physical Demands and Working Conditions
Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting for extended periods of time to perform job scope. Working conditions are in an office environment with occasional field visits.
May be required to work hours other than regular schedule such as nights, weekends, and holidays.
