Job Description

Posting number: 00809

Department: Stakeholder Services

Job classification: Customer Experience Generalist

Posting type: Open

Categories: Water Agency, Utilities, Customer Service

Summary

The Customer Experience Generalist plays a key role in supporting the Customer Service department across diversefunctions, including Collections, Dispatch, Billing, and the Call Center. This dynamic and adaptable position requires aproactive, customer-focused professional capable of navigating shifting priorities while consistently upholdingexceptional service standards and embodying the Toho Promise. This role is essential in driving operational efficiencyand ensuring seamless, high-quality customer experience. This position will work collaboratively with multiplesupervisors across various functions. The individual will engage with the appropriate supervisor(s) depending on theassigned tasks and responsibilities, ensuring effective coordination and support from all relevant parties.

Examples of duties

1. Adapt to various roles, following departmental procedures, and shift focus based on urgent needs to ensureseamless operations.
2. Maintain clear and professional communication with customers, field staff, and internal teams to support smoothcoordination and timely updates.
3. Prioritize tasks, troubleshoot issues, and complete work in a timely manner while ensuring accuracy and qualityacross all functions.
4. Suggest and implement process improvements to enhance operational efficiency while ensuring compliance with Toho policies and regulations.

Qualifications

1. A minimum of a high school diploma or GED issued from an approved GED Administrator.
2. Minimum 2 years' relevant experience.
3. Any combination of education and experience which demonstrates the candidate’s ability to perform successfully inthis position will be considered.
4. Must possess and maintain a valid State of Florida Class E Driver's License

KNOWLEDGE, SKILLS & ABILITIES:

1. Exceptional organizational skills with a high level of attention to detail, ensuring thorough follow-through andprofessionalism under pressure.
2. Strong communication and interpersonal skills, with the ability to work effectively both independently and as part ofa team.
3. Proven ability to manage projects, multitask, prioritize tasks, and meet deadlines in fast-paced environments.
4. Sound judgment and discretion, with the ability to maintain confidentiality of sensitive information and documents.
5. Proactive, resourceful, and flexible, with a positive attitude and confidence to take initiative, make decisions, andadapt within established guidelines.
6. Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and familiarity with CIS, meter datasystems, and payment portal systems (preferred).
7. Excellent verbal and written communication skills, paired with strong problem-solving abilities to de-escalatechallenging situations effectively.
8. High attention to detail and accuracy in data entry, record-keeping, and overall task execution.

Supplemental information

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and bend, kneel, squat, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORKING CONDITIONS:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Environmental factors include indoors, flat surface, noise, sitting with occasionally walking and standing.