Utilities Customer Care Specialist

MINIMUM TRAINING & EXPERIENCE

Graduation from high school with 2 years' experience in high volume customer service/call center operation with frequent public contact, previous experience with a government organization preferred. Must possess a valid Florida's Driver's License and have an acceptable driving record and maintain an acceptable driving record.

EMERGENCY DECLARATION STATUS

Non-essential employees will not be required to work during a declared emergency but may be required to work during an undeclared emergency or in the aftermath of an event associated with a declared emergency. On an incident-by-incident basis, the employee's Department Head will make the determination when the employee will be required to work and if they are re-assigned based on the needs of the City.

GENERAL STATEMENT OF JOB

Under general supervision, performs technical clerical work assisting utility customers with service inquiries, complaints, applications for service, and/or payment of accounts via telephone, in person and/or electronic means. Maintenance and research of utility customer database; provides statistical reports as requested.

Work is performed within established guidelines. Tact, courtesy and firmness are required in dealing with customers and prospective customers. Reports to assigned supervisor.

SPECIFIC DUTIES & RESPONSIBLITIES

ESSENTIAL JOB FUNCTIONS

Always represents the City in a professional and courteous manner.

Assists citizens with inquiries, requests for information and service requests; listens to and analyzes citizen concerns as needed; provides responses within established policies, procedures, and standards; resolves problems as non-routine situations arise.

Process payments received through the mail, online and from walk-in customers. Verify payment with amount billed, apply payments to accounts, and process cash receipts using on-line computer terminal.

Daily balancing and reconciliation of all cash receipts and preparation of bank deposits.

Correspond with customers face to face, by phone and email to assist them in understanding City procedures and to assist in resolving their concerns.

Maintain customer information system database including input, tracking and maintenance of service request records, service orders, and/or work orders.

Prepare, update and process applications to establish or terminate utility service accounts, based on documents presented (i.e., deeds, leases, POA).

Calculate and input debit and credit adjustments, to include abnormal usage or miscellaneous charges.

Makes billing adjustments to accounts and as necessary, initiates actions to reissue bills and corrects other internal records.

Provides citizen information concerning projects or other activities pending or in progress.

Screen files for outdated or duplicate material and prepare documents for destruction or transmittal to archives.

Scan documents into document imaging system for permanent and temporary retention requirements.

This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, Management reserves the right to modify, add or remove duties and assign other duties as necessary that are a logical assignment to the position.