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Utility Account Specialist

2 months ago

Miami, United States City of North Miami Beach, FL Full time
Salary: $35, $55,497.10 Annually

Location: North Miami Beach, FL

Job Type: Full-Time

Department: Public Utility - NMB Water

Division: CUSTOMER SERVICE

FLSA: Non-Exempt

Bargaining Unit: AFSCME

Position Overview

The incumbent will operate under the general oversight of the Customer Service Manager or other administrative authority, tasked with various routine clerical responsibilities associated with the management and modification of customer accounts and related documentation. This includes the initiation and termination of utility accounts, as well as the collection and maintenance of payment records for bills, taxes, and fees. The role necessitates a high level of proficiency in addressing customer issues through effective communication and interaction, while adhering to established and clearly defined procedures. The position involves significant interaction with the public, Utility Billing Office personnel, and staff from other City departments.

Key Responsibilities
  • Establish new utility accounts and initiate service; close accounts as necessary.
  • Respond to customer inquiries and concerns in person, via email, or by phone.
  • Assist customers in resolving account discrepancies, including billing inaccuracies.
  • Schedule and update payment arrangements; estimate bills; calculate and document credit adjustments and additional charges; issue notices for overdue accounts as required; generate duplicate bills as necessary.
  • Correct utility bills for billing mistakes, leaks, pool fills, vacations, garbage, and other authorized routine adjustments as per established procedures.
  • Prepare and process work orders for verified readings, leak assessments, low water pressure, meter replacements and repairs, service turn-offs, etc.; collaborate with other departments to ensure task completion.
  • Conduct meter check reads and perform meter bench tests, as well as initiate meter turn-ons and turn-offs when necessary.
  • Receive, open, sort, and distribute incoming mail.
  • File records and reports and perform related clerical tasks as assigned.
  • Execute other related job duties as assigned.

Minimum Qualifications
  • High School Diploma or GED; plus one (1) year of general clerical/customer service experience, preferably in a high-volume operation or similar public contact role; or an equivalent combination of education, training, and/or experience.
  • Must possess and maintain a valid Florida driver's license with a satisfactory driving record throughout employment.

Additional Information

The role requires the ability to establish and maintain effective working relationships with colleagues, supervisors, division and department heads, public/private sector contacts, and City contractors. The incumbent must positively represent the City while performing duties with colleagues and clients, regardless of gender, race, religion, age, disability, political affiliation or belief, or sexual orientation. The ability to organize work, set priorities, meet deadlines, and follow up on assignments with minimal supervision is essential. The position may require working various schedules, including mandatory work periods during special, emergency, and/or disaster situations. Knowledge of City and Public Utilities regulations, rules, procedures, and functions related to utility accounts and billing, including processes for correcting routine billing errors, is necessary. The ability to operate a variety of equipment and machines in daily activities is required. Proficiency in operating a Windows PC and using Microsoft Office applications, including Word, Excel, and Outlook, is essential. Strong customer service skills, effective communication abilities, and the capacity to perform rapid and accurate arithmetic computations are vital. The incumbent must be able to prepare accurate reports in a timely manner and possess the physical abilities necessary to perform essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.