Customer Service Specialist - Utility Billing

Job Summary

The Utilities Billing Customer Service Specialist performs routine to moderately complex clerical work in utility billing. Responsibilities include, but are not limited to payment collection, cash balancing, bill review, and customer service. This position reviews required documentation and establishes new services

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Customer Service (70%)
• Accepts payments via in person, online, mail or drop boxes
• Assists residents with their questions regarding billing and consumption
• Generate work orders and assist with determining if there may be a leak(s)
• Performs customer service duties; answers the telephone; provides accurate information to citizens, responds to inquiries regarding service, billing, account histories, and/or forwarding calls to appropriate departments; greets customers with courtesy in a timely manner; establishes new service for residential and commercial accounts
• Researches and records account payments from customers either personally, online, through a night box, and/or mail; prepares necessary correspondence with customers regarding payments and/or insufficient checks
• Updates customers' accounts as necessary; posts data and makes arithmetic calculations with speed and accuracy using a calculator or register by touch
• Resolves customer complaints regarding utility bills and/or services
• Reports and Records (20%)
• Performs general clerical/technical work as required including, but not limited to typing reports and correspondence, copying and filing documents, faxing information, processing and distributing daily mail; ensures the proper maintenance of department records; maintains files with efficiency
• Prepares and submits penalty adjustments to supervisor for approval
• Receives cash, check, and credit card payments or deposits and issuance of appropriate receipts; verifies amounts, records receipts in the billing software, and prepares funds for deposit; prepares daily deposits, cash summaries and copies of summaries for the Finance Department
• Types, prepares, copies, files, mails and/or transmits public complaints, applications, public notice advertisements, check/refund requests, monthly reports, correspondence, and other various records, forms and reports
• Utilizes spreadsheets to input data to reconcile along with documents reports from software
• Parks and Recreation Reservations (5%)
• Creates Park Reservations for citizens and coordinates directly with the Parks and Recreation Division
• Electronic Meter Maintenance (5%)
• Researches meter data using various online sources to respond to citizen inquires for high consumption and/or leaks
  
  

Other Duties

• Represents the Department at meetings involving assigned activities
• All employees will have a role in the City's disaster preparation and/or disaster recovery efforts, as may be designated in the City Comprehensive Emergency Management Plan
  
  

Please 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 diploma
• A minimum of two (2) years of experience involving billing and accounting
• A comparable amount of training, education or experience can be substituted for the minimum qualifications
  
  

Preferred Education And Experience

• Associates Degree in Communications, Business, or another related field
  
  

Additonal Eligibility Requirements

• Valid Florida Driver's License
  
  

COMPETENCIES

• General knowledge of City rates, Ordinances, and billing polices
• General knowledge of principles and practices of bookkeeping and ability to apply knowledge in work situations
• General knowledge of customer service techniques
• General knowledge of Microsoft Office applications
• Ability to establish and maintain effective working relationships with management and personnel, co-workers, outside agencies and the general public
• Ability to keep complete records; assemble and organize data
• Ability to organize, prioritize, and complete job demands under pressure with short deadlines
• Ability to express ideas clearly and concisely, in writing and orally
• Ability to meet job demands under pressure with short deadlines
  
  

WORK ENVIRONMENT

Primarily, works indoors in an office environment

Typically, performs work in standard office lighting with significant exposure to a computer monitor

Moderate noise level in the work environment

PHYSICAL DEMANDS

• Typically, not physically demanding work
• Must be able to lift, carry, push, pull, move or manipulate up to 50 pounds with proper mechanics or equipment
• Must be able to sit for long periods of time
• Sufficient manual dexterity to allow the use of a keyboard and writing
• Sufficient visual acuity to read and comprehend departmental reports and documents
• Acceptable hearing (with or without hearing aid)
• Tasks involve using general office supplies and equipment
  
  

SCHEDULE

• Monday through Thursday 8:30am to 5:30pm, Friday 8:00am to 5:00pm.
  
  

Benefits

• Four (4) weeks of Paid Time Off (PTO) earned per year
• 12 paid holidays
• Membership in the Florida Retirement System
• Option 457(b) retirement program
• Medical and Dental Insurance with no employee premium
• Employer provided Life, AD&D, and Long-Term Disability Insurance
• Optional Vision, Short-Term Disability, Supplemental Life Insurance, and Supplemental Health Benefits
• Free Gym Membership Option
• Education Reimbursement Program
  
  

This position will be posted through February 18th, 2025 at 5pm. Applications must be submitted prior to this deadline to be considered.

Equal Opportunity Employer M/F/V/D

The City of Orange City is a Drug-Free Workplace.

Individuals selected for employment must first pass a background and driving history check before commencing work with the City of Orange City.