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Utility Customer Support Specialist

2 months ago

Jupiter, Florida, United States Town of Jupiter Full time

POSITION OVERVIEW

This role is designed to deliver exceptional customer support for utility clients, encompassing tasks such as assisting customers, processing payments, generating invoices, managing utility accounts, handling related documentation, and executing special projects as assigned.

KEY RESPONSIBILITIES

The following tasks are typical for this position. The absence of specific duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Additional responsibilities may be required and assigned.

Handles a variety of documentation related to departmental operations, adhering to established protocols and timelines.

Performs customer service tasks; answers phone inquiries and assists clients at the service counter; provides information and support regarding utility services, accounts, billing, installation fees, procedures, forms, issues, or other inquiries; addresses routine questions, complaints, or service requests; investigates issues and initiates resolutions.

Maintains customer utility accounts; processes various account activities, including new account setups, verification of account details, modifications in name/address, adjustments, courtesy credits, meter reading re-checks, service changes, account transfers, payment arrangements, refunds, account closures, or other account-related tasks; verifies submitted application forms for new accounts.

Investigates discrepancies and issues related to accounts, making necessary corrections/adjustments; reviews and recalculates billing charges; examines misapplied payments, unbilled accounts, high bill complaints, and incorrect services assigned to accounts; verifies correct addresses for returned mail; edits and re-bills off-cycle billing.

Receives, opens, processes, and/or distributes incoming correspondence; retrieves mail from the post office as necessary; responds to customer communications; drafts letters or completes standard correspondence for clients; prepares outgoing mail.

Processes payments for utility bills or other fees/services, including payments for other departments, in person, by mail, or from drop boxes; verifies customer identity and payment amounts; checks for advanced payments; ensures payments are not on the turn-off list; contacts clients to clarify payment discrepancies or inquiries; records transactions and issues receipts; posts payments to the appropriate accounts in the system; reconciles revenues with payment records and balances batches; prepares bank deposits and forwards revenues as necessary; generates payment reconciliation reports for all incoming funds, ensuring accuracy of daily cash drawers.

Creates daily service orders for utility maintenance staff; inputs new and final meter readings; processes various service orders for line breaks, new installations, service cut-offs, service restorations, meter re-readings, or other actions; investigates service order errors and implements corrections; follows up on service orders and door cards; completes and finalizes related service orders; generates weekly/monthly reports of outstanding service orders.

Utilizes electronic meter reading systems; retrieves and uploads meter reading data to the main computer.

Prepares accounts for billing; submits billing charge creation; reviews billing exceptions; removes accounts that are not billable; enters billing notes; submits monthly billing; prepares reference number sheets for new bills.

Processes various bills and reports, including monthly invoices, late notice bills, and billing reports; manages posting of interdepartmental payments.

Maintains penalty charges, monthly consumption records, deposit refunds, accrued interest, and interest refunds; files water usage reports and EMR reports electronically.

Monitors and investigates delinquent accounts; reviews active delinquent lists and adjusts dates as necessary; processes accounts for late notices and service disconnections; manages daily disconnect reports for utility operators. Creates lien search requests from title companies and oversees escrow accounts. Understands and applies knowledge of bankruptcy and foreclosure processes to utility accounts.

Prepares, completes, or receives various forms, reports, correspondence, consumer service applications, meter installation applications and estimates, utility bills, checks, payment extensions, service orders, cash edit listings, cash/cash only reports, deposit slips, journal entries, statements, guaranteed revenue reports, account consumption reports, top consumption by class reports, meter reading exception reports, meter readings, residential blueprints, policies, procedures, maps, operating guides, directories, manuals, or other documentation; reviews, completes, processes, forwards, or retains as appropriate.

Operates a computer to enter, retrieve, review, or modify data; verifies accuracy of entered data and makes corrections; utilizes word processing, spreadsheet, database, utility account management, e-mail, Internet, or other computer programs; performs basic maintenance of computer systems and office equipment, such as backing up data or replacing paper, ink, or toner. Demonstrates the ability to multi-task using various electronic systems to accomplish required tasks.

Communicates with supervisors, colleagues, other departments, contractors, clients, the public, and other individuals as necessary to coordinate work activities, review work status, exchange information, or resolve issues.

Conducts cross-training in all areas of customer service, including service, billing, and collections.

ADDITIONAL RESPONSIBILITIES

Operates a vehicle to retrieve mail or conduct other work activities.

Performs general clerical tasks, which may include answering phone calls, typing documents, making copies, filing documentation on the computer, or processing incoming/outgoing mail.

Provides assistance to other employees or departments as necessary.

Performs other related duties as required.

MINIMUM REQUIREMENTS

High school diploma or GED.


Completion of college-level coursework or vocational training in customer service and personal computer operations. A comparable amount of training, education, and experience which provides the requisite knowledge, skills, and abilities for this job may be considered as a substitute for the college-level coursework or vocational training requirements.


One (1) year of prior experience and/or training in customer service, billing, accounts receivable, general office work, and personal computer operations; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.


Must possess or obtain one (1) Utility-approved customer service training certification within the first two years of appointment to this position.


Must possess and maintain a valid driver's license. For application purposes, a valid driver's license from any state (equivalent to a State of Florida Class E) may be utilized with the ability to obtain the State of Florida driver's license within thirty (30) days from date of employment.

PERFORMANCE APTITUDES

Data Utilization: Requires the ability to calculate and/or tabulate data. Includes performing subsequent actions in relation to these computational operations.

Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference and descriptive data and information.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division.

Functional Reasoning: Requires the ability to carry out instructions furnished in written, oral, or diagrammatic form. Involves semi-routine standardized work with some latitude for independent judgment concerning choices of action.

Situational Reasoning: Requires the ability to exercise judgment, decisiveness, and creativity in situations involving evaluation of information against measurable or verifiable criteria.

ADA COMPLIANCE
Physical Ability: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or work station.

Sensory Requirements: Some tasks require the ability to perceive and discriminate visual cues or signals. Some tasks require the ability to communicate orally.

Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as disease or pathogenic substances.

The Town of Jupiter, Florida, is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Town will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.