The Customer Service Specialist serves as the frontline representative for the Utility Billing Department, assisting residents and businesses with billing inquiries, service requests, payments, and account maintenance. This role also plays a proactive part in monitoring meter alarms and usage patterns to help customers identify and resolve potential leaks or high consumption issues early. The position requires excellent communication, problem-solving, and multitasking skills.
ESSENTIAL FUNCTIONS
Customer Support & Payments (70%)
- Greets customers and responds to account inquiries via phone, email, and in person
- Accepts payments through multiple channels and ensures accurate posting to accounts
- Establishes new residential and commercial accounts; processes service requests and closures
- Researches account history, billing issues, and payment disputes; resolves customer complaints professionally
Proactive Meter Monitoring & Issue Resolution (15%)
Reviews electronic meter data and alerts to identify potential leaks or abnormal usageContacts customers to discuss meter alarms or high consumption, offering guidance or generating work ordersCollaborates with the Customer Support Specialist to schedule follow-ups and monitor resolutionClerical and Administrative Tasks (10%)
Maintains and updates customer accounts and billing recordsAssists in the preparation of correspondence, refund requests, reports, and noticesProvides support for daily deposits and document filing as neededOther Duties (5%)
Assists with park reservations and coordination with the Parks and Recreation DivisionSupports special projects and peak service periods as assignedPlease note this job description is not designed to cover or contain a comprehensive listing or activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
REQUIRED EDUCATION AND EXPERIENCE
High School graduation or possession of an acceptable equivalency diplomaA minimum of two (2) years of experience involving customer serviceA comparable amount of training, education or experience can be substituted for the minimum qualificationsADDITONAL ELIGIBILITY REQUIREMENTS
Valid Florida Driver's LicenseCOMPETENCIES
General knowledge of principles and practices of bookkeeping and ability to apply knowledge in work situationsGeneral knowledge of customer service techniquesGeneral knowledge of Microsoft Office applicationsAbility to establish and maintain effective working relationships with management and personnel, co-workers, outside agencies and the general publicAbility to keep complete records; assemble and organize dataAbility to organize, prioritize, and complete job demands under pressure with short deadlinesAbility to express ideas clearly and concisely, in writing and orallyAbility to meet job demands under pressure with short deadlinesWORK ENVIRONMENT
Primarily, works indoors in an office environmentTypically, performs work in standard office lighting with significant exposure to a computer monitorModerate noise level in the work environmentPHYSICAL DEMANDS
Typically, not physically demanding workMust be able to lift, carry, push, pull, move or manipulate up to 50 pounds with proper mechanics or equipmentMust be able to sit for long periods of timeSufficient manual dexterity to allow the use of a keyboard and writingSufficient visual acuity to read and comprehend departmental reports and documentsAcceptable hearing (with or without hearing aid)Tasks involve using general office supplies and equipment