What are the responsibilities and job description for the Customer Account Specialist III position at City of North Port?
This is a lead complex administrative position providing quality customer service and a variety of administrative support functions to service customer accounts. This includes performing the coordination and collections of payments for customer accounts as well as all aspects of delinquency and responding to complex customer inquiries. This position may provide oversight of customer services staff and quality customer service, including the resolution of customer relation issues. Work is performed under the general supervision of the Senior Business Manager.
- Communicates with customers courteously and professionally in person, on the telephone, by mail, to resolve more complex customer concerns and complaints satisfactorily in accordance with established guidelines and maintains accurate records of account activity.
- Reconciles daily cash receipts and ensures completeness and accuracy of data on receipts according to City procedures.
- Generates write offs on closed accounts and coordinates with the collection agencies.
- Prepares service work orders to initiate or reconnect services.
- Receives, researches, and responds to the lien payoff inquiries for the department.
- Maintains a departmental file process including yearly review and retention requirements mandated by law.
- Acts as a backup for solid waste billing, including setting up new accounts, ensuring the billing records are current and accurate.
- Works in all aspects of delinquency to include delinquent late notices, delinquent processing fees, preparation of delinquent accounts for disconnection by issuing service orders and doorknockers, follows up after disconnection of service for further action, updates the shut off for nonpayment for distribution, enters and monitors payment extension and creates and monitors payment plans for customers.
- Makes necessary adjustments to accounts under established guidelines.
- Obtains and records information necessary to prepare accurate service orders, reports and summaries.
- Cross-trains and acts as back up for other staff in the Department/Division.
- Assists in the training and monitoring performance of assigned staff.
- Assists in establishing and maintaining Standard Operating Procedures.
(These essential job functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other related duties as assigned, including City-directed work assignments in the event of a declared emergency.)
- Extensive knowledge of billing, collection, bankruptcy, and foreclosure procedures, to include being familiar with state law, city ordinances, resolutions, policies and procedures relating to the establishment of utility accounts, payments, and meter readings.
- Excellent customer service skills, including ability to communicate effectively, both in person and in writing.
- Skill in the use of small office equipment, including copy machines or multi-line telephone systems.
- Skill in using computers for data entry.
- Skill in using computers for word processing and accounting purposes.
- Ability to provide guidance and oversight to staff.
- Ability to perform mathematical calculations, prepare summaries and reports.
- Ability to obtain and accurately record information and to prepare accurate service orders, reports and summaries.
- Ability to work independently under minimal supervision.
- Ability to understand and carry out complex oral and written instructions.
- Ability to plan, organize and use mature judgment in evaluating situations and making decisions in accordance with established policy.
- Ability to maintain a positive and professional attitude during stressful situations.
- Ability to prioritize, multitask, and show flexibility as needed based on daily demands.
- Ability to work in a team environment and to establish and maintain effective working relationships with City officials, other employees, vendors and the public.
Education and Experience:
- Associate degree from an accredited college or university in business, finance or related field.
- ·Five (5) years of experience in a progressively responsible customer service and/or collections position, including three (3) years in a lead or supervisory role.
(A comparable amount of training, education and/or experience may be substituted for the above qualifications.)
LICENCES AND CERTIFICATIONS
Possession of or ability to obtain a valid Florida Drivers license by date of hire.
Emergency Response Responsibility
Every City employee has emergency response responsibilities, though not every position will require routine assignments during an emergency event. All employees are subject to recall around the clock for emergency response operations, which may require irregular work hours, work at locations other than the normal work location, and may include duties other than those specified in the employee's official job description. Assignments in support of emergency operations may be extensive in nature, with little advance notice, and may require employees to relocate to emergency sites with physically and operationally challenging conditions.
Veterans Preference Statement
The City of North Port, FL is an Affirmative Action/ADA/Veterans’ Preference and Equal Opportunity Employer. Women, Minorities, and Persons with Disabilities are Encouraged to Apply.
Salary : $23 - $36
