Utility Billing and Customer Service Coordinator

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

JOB SUMMARY

Under the direction and supervision of the Utility Billing Operations Manager, this position interacts with customers to provide information in response to inquiries about billing and services as it pertains to the Utilities section of the Finance Department.

ESSENTIAL JOB FUNCTIONS

• Receives customer requests by telephone, mail, or in electronic form pertaining to billing inquiries.  Analyzes requests and provides information requested or ascertains who can best provide the information, and routes requests to the proper person. 
• Analyzes transactions, corrects records, and adjusts errors. 
• Creates various work orders for utility services. 
• Performs a variety of financial tasks and clerical duties which could include processing online payments and collecting check payments, preparing daily cash reports, and issuing receipts for all money collected. 
• Assists with billing, to include verifying accuracy and addressing any issues that may arise. 
• Processes all final and initial work orders. 
• Creates final bills for all accounts. 
• Generates shutoff listings, prepares notification letters, and tracks all customers with outstanding accounts as well as any extensions granted. 
• Performs other related job duties as assigned.

QUALIFICATIONS

Education and Experience:

High school diploma or equivalent; two (2) years of experience in working with the public as a customer service representative; or an equivalent combination of education and experience. 

Special Qualifications:

Valid Florida Driver’s License with acceptable driving record.

Knowledge, Skills, and Abilities:

• Knowledge of principles and practices of bookkeeping and the ability to apply this knowledge to work situations. 
• Knowledge of Microsoft Office. 
• Skill in effective communication both verbally and in writing.
• Ability to understand and interpret complex written and oral instructions.
• Ability to establish and maintain effective working relationships with associates, City Staff members, and the general public.
• Ability to use computer terminals with a variety of database, word, and software programs.   
• Ability to use a 12-digit calculator and a push button telephone with multiple incoming lines. 
• Ability to work with minimal supervision. 
• Ability to multi-task. 

PHYSICAL DEMANDS

The work is sedentary work, which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Requires standing or sitting for sustained periods of time; walking or moving from one work site to another; manual dexterity to pick, pinch, type, or otherwise work primarily with fingers; mental acuity including the ability to make rational decisions through sound logic and deductive processes; hearing to receive detailed information and to make the discrimination in sound; and the ability to express ideas by means of the spoken word and have close visual acuity. Additionally, the following physical abilities may be required:

• Balancing: Maintaining body equilibrium to prevent falling while walking, standing or crouching on narrow, slippery, or erratically moving surfaces. The amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium. 

• Crouching: Bending the body downward and forward by bending leg and spine. 
• Kneeling: Bending legs at knee to come to a rest on knee or knees.  
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Occurs to a considerable degree and requires substantial use of upper extremities and back muscles.  
• Reaching: Extending hand(s) and arm(s) in any direction. 
• Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers. 

WORK ENVIRONMENT

Work is typically performed in a safe and dynamic environment where the employee is sensitive to change and responsive to changing goals, priorities, etc. 

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. The City of West Melbourne has the right to revise this job description at any time. This job description does not constitute a written or implied contract of employment.

The City of West Melbourne is an Equal Opportunity Employer. The City of West Melbourne is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, other non-merit based factors, or any other characteristic protected by federal, state or local laws.

In compliance with the Americans with Disabilities Act, the City of West Melbourne will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.