Customer Support Specialist

Position Summary
The Customer Support Specialist is responsible for assisting with elevated customer concerns, day to day
activities, and performs a variety of complex administrative work within the customer service division. This
position requires a high degree of independent judgment and interpretive ability related to technical
knowledge of utility billing, customer service procedures and policies.
The Customer Support Specialist is responsible for the administration of complicated customer service related
issues, handling complaints, researching problems, making account adjustments or corrections, and performs
other duties as assigned. Identifies operational issues, suggests possible improvements, and takes an active
role in implementing solutions. The position reports to a designated supervisor and works under limited
supervision.
The Customer Support Specialist's primary purpose is to understand, communicate and satisfy our customer's
needs. The representative acts with a sense of urgency, is solution-oriented, approachable, professional and
takes great pride in working with customers to deliver an experience that meets and, at times, exceeds their
expectations. Excellent time management, listening skills, attention to detail, accuracy, adaptability and stress
management skills are essential.
Essential Duties & Responsibilities

MID-LEVEL SUPPORT RESPONSIBILITES

• Responsible for handling frontline and escalated inquiries from customers, and other NBU departments via

email, fax, phone or in person

• Investigates, researches and resolves problems in accordance with established policy, procedures and city

Code of Ordnances

• Possess excellent customer service, communication and conflict resolution skills
• Excellent command of the English language, especially the rules of syntax, punctuation, and grammar
• Act as the escalation point for Customer Service Representatives, if supervisor or member of management

team is unavailable, on problems requiring special handling or those not able to be resolved at front-line level;
contact parties involved and take necessary action to resolve problems with internal divisions; take proactive
steps as appropriate

• Responsible for handling customer email requests received through the CS_Web
• Possess ability to multi-task, including the ability to type while talking on the phone without being distracted

by others

• Possess ability to work in a fast paced environment and ability to manage emotions in stressful situations
• Identify trends related to customer and employee inquiries to respond proactively and provide feedback to

management

• Verifies and researches customer account information and history to explain services, charges, and

adjustments using various database and software applications

• Processes corrections to customer accounts
• Extracts data from various software applications and creates reports in a timely manner
• Assists Customer Service Representatives with customer support during periods of staffing shortages or

increased volume

• Logs customer complaints, creates and updates service requests
• Assists customers in navigating through NBU website and with registering their account on-line
• Provides information about utility bill assistance program and the contact information for the various

agencies that provide assistance for the particular need.

• Responsible for reviewing credit refund report and initiate refund process for accounting
• Assists with processing delinquent notices for customers that have not made their payment by the due date
• Works closely with the CS Support Technician to document various customer scenarios to assist with

training needs and identify potential opportunities for process improvement

INITIATE/DISCONNECT/TRANSFER UTILITY SERVICES

• Researches CIS system to determine if applicant has any past accounts/balances
• Calculates and quotes appropriate deposit amount for location; collects deposit payment
• Processes Applications or letters of credit received via fax or email
• Processes disconnect and transfer of service requests
• Obtains personal identification information and other relevant information to complete the application

process

• Researches CIS system to confirm if applicant has any past account balances. If outstanding balance is

found, sets up payment arrangement and forwards to Collections Representative.

SPECIAL PROJECTS

• Assist with unclaimed property refund check process
• Assist with migration of customer intake to on-line electronic format
• Serves on special committees

GENERAL RESPONSIBILITIES

• Maintain regular attendance; leave schedule should be managed so as to not interfere with ability to

accomplish tasks, including special projects and assignments with deadlines

• Adhere to NBU safety guidelines and practices at all times and in all situations
• Maintain a clean and safe work area, office, field site and vehicle as applicable
• Develop & maintain effective customer service skills for communications with co-workers, customers and

the public in general

• Maintain strict confidentiality of business, employee and customer information in written and oral

communications and safeguard sensitive documents

• Adhere to NBU policies and procedures
• Exemplifies NBU Core Values of Integrity, Stewardship, Team and Safety
• Participate in and support initiatives to reach annual NBU Performance Measures
• Other NBU Duties as assigned

Formal Education and Work Experience Requirements
Degree/Diploma Obtained: Associates
Work Experience Time Frame: Three Years or
More Field of Study: Communications
Other: Three years of experience in customer service relations, preferably in utilities. Equivalent
customer service experience, skills and abilities may be considered in lieu of Associates degree.

Job Type: Full-time