Customer Support Specialist

Thank You for Your Interest in the City of Lebanon!

We’re excited that you’re considering a career with the City of Lebanon! To help us give your application full consideration, please use your own personal email address and complete all sections of the application, including the application questionnaire. Taking a few extra moments to provide complete information helps our hiring team review your qualifications and experience.

Benefits: The City of Lebanon offers full-time employees a competitive benefits package, including 13 paid holidays, 18 PTO days during the first year (increasing to 23 days after the first year and with additional increases based on years of service), health, dental, vision, life and disability insurance, and a pension/401(k) hybrid retirement plan through the Tennessee Consolidated Retirement System (TCRS).

GENERAL DEFINITION OF WORK

Responsibilities include resolving customer inquiries, recommending solutions and providing problem solving techniques. You will process orders, modify orders, maintain and record accurate payment receipts. You will have to communicate with customers in a timely manner, whether in-house or public customers. You will help to establish our reputation as a business that offers excellent customer support to all customers.

ESSENTIAL FUNCTIONS OF THE JOB

include the following, but are not limited to:

• Maintain a positive and professional attitude towards customers at all times.
• Position will be mainly working with our customers through the drive through window.
• Collect and update all customer account information on multiples software platforms.
• Provide detailed and accurate information within established time frames.
• Responds to customers’ inquiries or issues via phone and email in a timely and accurate way regarding utilities and property tax information.
• Receives, counts, balances and reports cash, checks and credit card payments daily for utility bills, miscellaneous fees and property taxes, providing receipts to customers.
• Initiates and completes service order requests/works with meter technicians for installation.
• Process orders, forms, applications and requests in a timely manner.
• Research and resolve customer complaints while ensuring customer satisfaction.
• Knowledge of all job duties in order to provide excellent customer support.
• Assists customers with property tax and tax freeze applications to ensure information is accurate/enter information into the Tax Relief Application Management System (TRAMS).
• Coordinates account information with other utility districts.
• Process mail and payments left in overnight drop box daily.
• Works closely with Meter Technicians for cutoffs, service orders and meter checks.
• Process adjustments for customers with leaks.
• Access and utilize the AMI system for meter reading, running reports and providing customers with information specifically regarding their daily usage.

ADDITIONAL DUTIES

• Filing records and performing related work as assigned
• Assists other office personnel and performs other duties as required.

REQUIRED KNOWLEDGE, SKILLS & ABILITIES

• Basic knowledge of computer skills (Microsoft Office Suite)
• Knowledge of business arithmetic.
• Knowledge of department office procedures, methods, equipment with particular reference to receiving and reporting receipts for payments.
• Ability to make decisions in the best interest of the business and customer.
• Ability to follow oral and written instructions.
• Ability to establish and maintain effective working relationships with the public and other employees.

EDUCATION

A high school diploma or G.E. D. equivalent is required.

SOFTWARE SKILLS

Must have strong knowledge of with Microsoft Office, Word, Excel and PowerPoint.

EXPERIENCE

Minimum 2-3 years of relevant office experience with strong customer interaction or customer service/customer support experience is required.

PHYSICAL DEMANDS, WORK ENVIRONMENT, AND REASONABLE ACCOMMODATIONS

While performing the duties of this job, the employee is frequently required to talk or hear. The employee is also required to stand; walk, sit; use hands to finger, and to handle or feel objects, tools, or controls. Will sit for long periods of time, must be able to reach. May be required to lift up to 10 lbs. May be required to lift up to 10 lbs.

Job duties are performed in an office environment. Employees will utilize general office equipment including a copy machine, computer, adding machine, scanner and fax.

It shall be the responsibility of the City of Lebanon Finance Commissioner to assess the type(s) of reasonable accommodations which may be necessary to allow the individual to perform the essential functions of this role and to provide such necessary reasonable accommodations to a qualified individual with a disability, provided that nothing herein shall be construed to require the provision of reasonable accommodations if doing so will impose an undue hardship on the employing agency or a direct threat to the safety of himself/herself or others.