Customer Engagement Specialist 1
- ONLY PINELLAS COUNTY GOVERNMENT EMPLOYEES IN THE UTILITIES DEPARTMENT MAY APPLY
Performs high-level problem-solving work managing customer relationships in the Business and Customer Services area of the Utilities Department. Performs field activity for the Customer Engagement Team, specifically targeting reactive and proactive response to customer requests for information regarding the services Pinellas County Utilities (PCU) provides. This position will be responsible for training and managing all proactive engagement with the customer as identified within the Utilities software (currently SAP, Beacon, WaterSmart, ESRI [GIS], City-Works) that depict abnormal and other relative activities at the customer's property. Additionally, maintains public contact after receiving complaints and making simple investigations and explanations provides guidance, training, and assistance to the Customer Engagement Team.
This Customer Engagement Specialist 1 position is located at : 14 S. Ft. Harrison Avenue, Clearwater, FL 33756. Work Schedule : Alternate shifts 7 : 00 a.m. - 3 : 30 p.m. and 9 : 00 a.m. - 5 : 30 p.m.
What Will You Do?
Receive and responds to inquiries, concerns, complaints, and requests for assistance regarding areas of responsibility.Research Advanced Metering Infrastructure (AMI) water and reclaimed water meters actively utilizing SAP S4 / HANA, Beacon, WaterSmart, ESRI (GIS), City Works.Resolve issues with AMI water meter Alerts, e.g., cellular endpoint device tampering (no communication within 48 hours), no recent endpoint communication (readings can't be obtained), meter / encoder alarms (potential encoder removed, or reached temp limit), and encoder communication error (communication error between encoder and endpoint).Investigate and report water theft.Attend meetings, workshops, training, etc., as appropriate to enhance job knowledge and skills.Inspect meter conditions in the field as necessary : functionality issues, reads meters and conducts meter flow / consumption tests.Participate in field activities such as move-in reconnections, move-out's, terminations and customer requested disconnects / reconnections.Perform field investigations, e.g., high bills, meter to property, covered meters, locating devices, and re-reads per customer request.Research and resolves customer problems that cannot be resolved by other customer service staff.Perform other related duties as assigned.What Will You Need?
High school diploma or GED that includes one (1) year of experience in public contact related work or outdoor field work; orOne (1) year of post high school technical or college level courses; orAn equivalent combination of education, training, and / or experience.Florida Driver's License or Florida Commercial Driver's License and endorsement, if any.Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and / or disaster situations.Sufficient physical strength and agility to permit walking or driving all day under varying weather conditions.Other knowledge, skills, abilities, and credentials required for a specific position.Want to Learn More?
Review the full classification description with the Physical / Mental Demands and Working Conditions at the below link.
